ZACHARY C.

MCINTYRE
13551 35th Avenue
Seattle, Washington 98125
206.854.9529 zm1028916@westpost.net
QUALIFICATIONS
Dynamic, results-producing Management Professional with an exceptional track rec
ord of leading teams to exceed revenue and service goals, as demonstrated by rec
ently delivering a 70% increase in year-over-year sales while improving customer
satisfaction scores 15%. Outstanding history of promotion into increased respon
sibility. Additional expertise in successfully managing diverse and complex proj
ects through the use of superior organizational skills, analytical, critical thi
nking, and problem solving abilities. Superior leadership, communication, presen
tation, interpersonal, and customer relationship skills. Very time management or
iented, mulit-tasker, strong work ethic. Meticulous attention to details within
a highly regulated industry. Proficient with Word, Excel, Outlook, PowerPoint, a
nd industry specific applications.
PROFESSIONAL EXPERIENCE
WELLS FARGO BANK, Seattle, Washington 2007 - Present
Service Manager II (2007-Present)
* Consistently exceed service goals by ensuring excellence in customer care, enf
orcing company policies and procedures, and directing all activities related to
financial servicing, including teller operations, scheduling, customer service,
money handling, and fraud.
* Optimize customer service and potential revenue by coaching 7 tellers to warml
y welcome customers, providing prompt and accurate transaction processing, ascer
taining and meeting additional needs, and in requesting quality referrals.
* Minimize store losses caused by erroneous transactions and fraud, and ensure p
ositive annual audits by strictly complying with policies and procedures, and pe
rforming audit functions as needed; train all new tellers in completing paperwor
k.
* Resolve all customer conflicts and issues; manage equipment failures.
* Ensure an ample and up-to-date supply of marketing collateral and operational
supplies by ordering all branch products including brochures, ATM supplies, and
cash-on-hand.
* Assume responsibility for branch management in the absence of the store manage
r.
* Lead a variety of long-term, cross-functional projects.
Key Accomplishments
* Delivered 3 full years of meeting gold standard in store losses by monitoring
the daily overdraft list and soundly dispositioning, training tellers on smart t
ransactions and lead tellers on transaction approval, self-approving transaction
s of up to $1 million, and training on avoiding fraud.
* Achieved a 70% increase in year-over-year sales from 2009 to 2010 by hiring, c
oaching, and motivating a new banker and teller team.
* Significantly increased customer service "WOW" scores from 60% top box surveys
to 75% by establishing a new mindset on customer service, including incorporati
ng radio coaching moments and focusing on social graces.
* Added 5% in revenue from a previously untapped revenue stream by championing a
nd winning the addition of a Foreign Exchange system in the location, enabling s
erving company clients as well as those that are not existing clients.
* Increased teller referrals from an average .7 per day to 2.9 per day by settin
g expectations, coaching, and implementing a program based on fun competition.
* Raised deposit base $2+ million in less than a year by providing excellent cus
tomer service, achieving high value customer retention, and dramatically improvi
ng branch morale.
* Achieved 3 promotions in less than 2 years by consistently exceeding expectati
ons and key performance indicators (KPIs).
ZACHARY C. MCINTYRE Page Two
PROFESSIONAL EXPERIENCE
(Continued)
WELLS FARGO BANK, Seattle, Washington (Continued)
Service Manager I (2008-2009)
* Job role was very similar to current job role, except that SM II indicates a l
arger, higher volume branch.
* Achieved or exceeded overall sales goals and customer experience standards by
optimizing staffing via scheduling to maximize resources and facilitate achievem
ent of those goals.
* Ensured positive audits and compliance with corporate, state, and federal regu
lations procedures by providing appropriate training and delegation of tasks.
Key Accomplishments
* Selected as 1 of 2 service managers in the market to participate in the Wells
Fargo Banker Training Academy with the goal of increasing knowledge of sales roa
dmaps and profiling needs while gaining an enhanced ability to close sales oppor
tunities and fulfilling the customer experience.
* Delivered sales goals all 4 quarters in 2008 by coaching the teller team.
* Led a branch team through a complete branch remodel over a 3 month period, inc
luding the Christmas holidays, in the absence of a branch manager; ensured secur
ity was not comprised by closely monitoring the work and interacting with the co
ntractors.
Teller and Lead Teller (2007-2008)
* Ensured staffing was appropriate to meet the customer's needs and a high level
of customer service, processed and approved transactions, mitigated fraud, offe
red products, supervised and coached the tellers, and supported training.
Key Accomplishments
* Garnered the Silver Star Performance award in 2008, including an incentive tri
p, for superb customer service and excellent sales performance, bestowed on the
top 5% of the Washington region tellers.
STATE FARM INSURANCE, Seattle, Washington 2006 - 2007
Sales Representative
* Achieved monthly revenue and quality goals with auto, home, life, health, and
business policy coverage by profiling prospective customers and quoting products
based on optimized value for the customer.
STARBUCKS COFFEE COMPANY, Seattle, Washington & Dallas, Texas 2001 - 2006
Store Manager
* Provided high levels of customer satisfaction and maximized revenue by constan
tly assessing the store environment and critical business indicators and adjusti
ng the daily activities as needed.
* Led the store partners by reviewing performance on a regular basis and providi
ng constructive feedback to aid in performance improvements.
* Created a sound operational store through planning, communication, and delegat
ion of tasks
* Established a reputation for leadership within the district pertaining to prod
uct knowledge and operations and served as a facilitator in training new partner
s.
EDUCATION & DEVELOPMENT
Texas Christian University (TCU), Fort Worth, Texas
Bachelor of Business Administration, Marketing Concentration, 2001