Vanessa Victory
Surprise
Summary
Accomplished Escalation Representative at Wells Fargo, adept in complaint handling and de-escalation techniques. Proven track record in reducing client dissatisfaction by implementing proactive solutions. Demonstrates assertiveness and active listening, ensuring tailored resolutions. Recognized for maintaining professionalism under pressure and fostering strong client relationships.
Overview
11
11
years of professional experience
Work History
Escalation Representative
Wells Fargo
05.2020 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Premier Phone Banker
Wells Fargo
04.2018 - 05.2020
- Efficiently managed fluctuating call volumes during peak times, ensuring that all clients received prompt attention and resolution to their queries.
- Reduced client dissatisfaction rates by implementing proactive solutions to address common concerns before they escalated into major issues.
- Provided exceptional support during critical situations such as fraud prevention or account security breaches, mitigating potential losses for both the institution and its clients.
- Assisted in the onboarding of new Premier Phone Bankers, sharing best practices for successful call management and customer relationship building.
- Maintained up-to-date knowledge on bank products and services to effectively recommend tailored solutions for clients'' needs.
Phone Banker
Wells Fargo
04.2016 - 04.2018
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Improved efficiency by assisting with the implementation of new processes that streamlined workflows within the phone banking team.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
Department Lead
Wal-Mart Supercenter
12.2014 - 03.2016
- Mentored new hires within the department, providing guidance on company policies and procedures as well as job-specific tasks.
- Boosted overall employee morale by fostering a positive work environment and promoting open communication.
- Oversaw efficient inventory stocking and supply rotation.
- Set up displays and trained employees on current promotions.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
Education
Associate of Applied Science - Business
Northern Illinois University
Dekalb, ILSkills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Calm and professional under pressure
- Problem-solving
- Active listening
- Reliability
- Quality assurance
Timeline
Escalation Representative
Wells Fargo
05.2020 - Current
Premier Phone Banker
Wells Fargo
04.2018 - 05.2020
Phone Banker
Wells Fargo
04.2016 - 04.2018
Department Lead
Wal-Mart Supercenter
12.2014 - 03.2016
Associate of Applied Science - Business
Northern Illinois University
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