Marvin Webb
Nashville
Summary
Dynamic professional with 8 years in customer service and training development. Spearheaded initiatives that improved employee performance and customer satisfaction metrics. Proven track record of coaching teams to achieve business goals while maintaining a culture of integrity and collaboration.
Overview
11
11
years of professional experience
Work History
Training & Development Sr Representative
Regions Financial
06.2024 - Current
- Developed and led training programs for new hires and existing associates across multiple departments.
- Supported onboarding processes through instructor-led training and job transition guidance.
- Coached bankers to promote professional development and support internal mobility initiatives.
- Participated in side-by-side coaching sessions to reinforce learning objectives effectively.
- Provided performance assessments with actionable feedback to enhance individual and team outcomes.
- Monitored live and recorded calls to ensure compliance and identify risk mitigation strategies.
- Demonstrated best practices during call reviews to uphold high operational standards.
- Assisted supervisors in tracking progress and delivering performance updates to enhance team accountability.
Electronic Banking Sr Representative
Regions Financial
05.2017 - 06.2024
- Led technical support team to resolve customer inquiries efficiently.
- Resolved escalated customer issues while maintaining optimal service standards.
- Coached team members on call quality, customer satisfaction, and compliance adherence to enhance overall service delivery.
- Supported team leads with performance metrics and quality assurance initiatives.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery.
- Developed and implemented training programs for new support staff on company systems and processes to ensure consistent service standards.
- Analyzed support ticket trends to identify recurring issues and drive solutions.
- Identified root causes of network issues through systematic troubleshooting. by troubleshooting using testing software and equipment.
- Developed forward-thinking solutions to expected technical issues.
Customer Service Advisor
Regions Financial
01.2016 - 05.2017
- Provided frontline support, resolving customer inquiries on banking services promptly.
- Cultivated essential skills in customer service and issue resolution, enhancing communication effectiveness.
- Built a reputation for reliability by consistently delivering high-quality customer service.
Education
Christian Brothers High School -
Christian Brothers High School
Memphis, TN01-2005
Skills
- Training delivery
- Training Needs Analysis
- Program development
- Performance monitoring
- Data analysis
- Project management
- Learning Management Systems
- Risk compliance
- Conflict resolution
- Issue resolution
- Cross-functional collaboration
- Customer service
- Leadership and team building
- Staff coaching
- Performance analysis
- Relationship building
Leadership Highlights
- Helped lead team to consistently exceed key metrics including customer satisfaction and talk time.
- Stepped up to supervise multiple teams, ensuring alignment with company goals and maintaining a collaborative environment.
- Recognized for creating a culture of support, accountability, and personal development.
Accomplishments
- 2 time Regions Bank Elite Award Winner
Timeline
Training & Development Sr Representative
Regions Financial
06.2024 - Current
Electronic Banking Sr Representative
Regions Financial
05.2017 - 06.2024
Customer Service Advisor
Regions Financial
01.2016 - 05.2017
Christian Brothers High School -
Christian Brothers High School