DANIELLE NELSON
Mesa
Summary
Experienced professional dedicated to delivering outstanding customer service across a range of offerings. Committed to ensuring customer satisfaction by providing exceptional support and service. Skilled in applying best practices in customer service and adept at finding effective solutions to address customer needs. Brings over 10 years of customer service experience, with a focus on telecommunications and computer systems for the past 6 years.
Overview
11
11
years of professional experience
Work History
Bartender
Gila River Casino
01.2024 - Current
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Provided excellent customer service, addressing client concerns promptly and professionally.
Bank Specialist - Auto Loan Document Specialist
Wells Fargo
07.2021 - 12.2023
- Examined customer loan applications for loan approvals and denials
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions
- Collaborated with underwriters to ensure accurate evaluation of creditworthiness and risk assessment
- Managed a diverse portfolio of loans, balancing risk management with excellent customer service delivery
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
- Compiled database of loan applicants' credit histories, financial statements and other financial information
Bank Specialist - Disaster Relief
Wells Fargo
04.2019 - 07.2021
- Intervened in crisis situations to obtain support for clients and reduce escalation or recurrence risks
- Managed cases of COVID-19 victims and other natural disasters
- Handled crisis situations with empathy and care to ensure a positive customer experience
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
Bank Specialist - Repossession
Wells Fargo
03.2018 - 04.2019
- Minimized conflict situations by employing de-escalation techniques during confrontations with debtors
- Enhanced company reputation through professional interactions with debtors during the repossession process
- Supported company growth through strong negotiation skills in resolving account delinquencies
- Listened to customers and negotiated solutions that met creditor and debtor needs
Server/Cook
Pete's Fish & Chips
05.2014 - 07.2018
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies
- Prepared identical dishes numerous times daily with consistent care, attention to detail and quality
Bank Specialist - Collections
Wells Fargo
09.2017 - 03.2018
- Worked in call center environment handling manual and automatically dialed outbound calls
- Negotiated to collect balance in full
- Improved customer payment compliance through negotiating mutually agreeable repayment plans
- Processed payments and applied to customer balances
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes
Bank Specialist - Customer Service
Wells Fargo
03.2017 - 09.2017
- Fielded customer questions regarding available merchandise, sales, current prices, upcoming company changes with patience and positivity to establish an excellent first impression
- Achieved performance goals on consistent basis
- Trained new team members on scripts, company services and performance strategies and provided mentoring
- Devoted special emphasis on punctuality and worked to maintain outstanding attendance record
- Selected to work on several projects and training modules to help with high volume and company morale
- Recognized for being adaptable and ability to work well under pressure, was volunteered to help in multiple departments during peak seasons and national emergencies
Education
High School Diploma -
Westwood High School
Mesa, AZ05.2014
Skills
- Microsoft Office proficient
- Strong attention to detail
- Excellent ability to work under pressure in fast pace environments
- Motivated team player
- Friendly and outgoing
- Multiline phone system proficiency
- Reliable and punctual
- Data entry knowledge
- Exceptional Customer Service and Communication Skills
- Organization and Multitasking
- Customer relationship development
- 45 wpm typing speed
Timeline
Bartender
Gila River Casino
01.2024 - Current
Bank Specialist - Auto Loan Document Specialist
Wells Fargo
07.2021 - 12.2023
Bank Specialist - Disaster Relief
Wells Fargo
04.2019 - 07.2021
Bank Specialist - Repossession
Wells Fargo
03.2018 - 04.2019
Bank Specialist - Collections
Wells Fargo
09.2017 - 03.2018
Bank Specialist - Customer Service
Wells Fargo
03.2017 - 09.2017
Server/Cook
Pete's Fish & Chips
05.2014 - 07.2018
High School Diploma -
Westwood High School
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