1. SHONTEAL C. HARPER
3679 Carol Court
East Point, GA 30344
Cell: (404) 667-5249
To obtain a challenging position that utilizes and enhances my knowledge, customer service,
coaching and developmental skills and allows me to grow and make an invaluable contribution
to the business.
More than seventeen years of customer service experience
Excellent knowledge and experience in banking
Exceptional skills in managing and developing personnel
Effective verbal and written communications skills
Strong organizational skills with attention to detail
Exceptional skills in cash handling
Great multi-tasking ability
Service Manager 2, Wells Fargo Bank, Atlanta, GA 06/11 - Present
Work closely with the recruiter, store manager, and other support partners to interview and
assess candidates using established interview and assessment tools.
Work to provide an exceptional on-boarding experience for new hires and ensures all
service team members receive the training, coaching, and mentoring needed to achieve
Leverage the Atlanta onboarding certification process with every team member in a new
position whether they are new to the company or new to the role.
Create a positive work environment that regularly celebrates team successes and individual
Complete and discuss Managing Premier Performance (MPP) and individual development
progress with all team members on a quarterly basis and coach tellers to exceed minimum
Inspect Teller Journals on a daily basis to ensure 100% utilization.
Follow the Accountability Matrix and the required sales and service activities and behaviors
Complete one quality teller observation per day for each teller and provide meaningful
Follow drive thru strategy and staff drive thru with the tellers that have been in role a
minimum of six months.
Serve as back store manager on platform sales activities/management including Mid-
Coach tellers to sales activities required to achieve 50% of store solutions and other daily
Review schedules on a daily basis to ensure windows are open and team members are
working according to schedule.
Inspect daily teller transactions to ensure customer’s transactions are processed properly to
avoid customer impact.
2. SHONTEAL C. HARPER PAGE 2
Service Manager 1, Wells Fargo Bank, Atlanta, GA 05/09 – 06/11
Actively coached all Service Team members to provide extraordinary customer service and
Spent a majority of time having teller, leader teller and individual cash responsibility while
simultaneously assisting with observing and coaching service team members.
Provided consistent positive reinforcement and constructive feedback on corrective action
with suggestions to ensure accountability.
Handled performance issues quickly and diagnosed problems accurately.
Participated in executing a coaching schedule which included daily observations for each
service team member.
Successfully participated in hiring, developing, leading and promoting engagement for all
Service Team members.
In conjunction with the Store Manager, was involved in the hiring process for service team
members. Worked closely with the Recruiter, Store Manager, and other support partners to
interview and assess candidates using established interview and assessment tools.
Worked to provide an exceptional on-boarding experience for new hires and ensured all
service team members received the training, coaching, and mentoring needed to achieve
Developed a strong partnership and communication with the Store Manager to create a
work environment that supported team member development and retention.
Created a positive work environment that regularly celebrated team successes and
recognized individual achievements.
Created an inclusive environment that encouraged, inspired, motivated, and supported the
team while respecting differences among team members, customers, and communities
Understood, demonstrated, and coached team members to provide excellent customer
Met or exceeded storewide sales and referral goals.
Scheduled and staffed store to ensure proper staffing levels to ensure excellent customer
service at all times.
In partnership with the Store Manager, was responsible for passing and handling audits,
compliance, operations and regulatory requirements and procedures.
Trained and monitored Lead Tellers and other managers to be self-sufficient in performing
Teller, Wachovia/Wells Fargo Bank, Atlanta, GA 10/07 – 05/09
Processed customer transactions efficiently and accurately.
Exhibited track record of meeting sales referral and profitability goals.
Consistently provided an extraordinary level of customer service.
Resolved difficult customer situations timely and effectively.
Assisted other team members and exhibited initiative to recognize the need to assist others
and do what was needed to ensure all team goals and objectives were met.
3. SHONTEAL C. HARPER PAGE 3
Lead Clerk, College Park Shoes, College Park, GA 1997 – 10/07
Handled incoming customer service calls.
Operated multi-phone line switchboard.
Conducted daily file maintenance of correspondence, invoices, forms, and documents.
Utilized various office skills such as light typing and bookkeeping.
Provided customer service support.
Processed significant cash transactions daily.
Reconciled daily sales totals.
Resolved customer inquiries and problems.
Trained newly hired staff on company policies and daily procedures.
Atlanta Metropolitan College
Nursing, Pediatrics Atlanta, GA
Clayton State College
Nursing, Pediatrics Morrow, GA
D.M. Therrell High School
Graduated Atlanta, GA
Promoted from Teller to Teller Manager
Promoted from Teller Manager to Service Manager
Promoted to Service Manager 2
Top 1% Service Manager (Champion of Stars.)
References available upon request