Alyssa Campbell
Kuna,ID
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in researching customer issues and driving to resolution while maintaining customer focus. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Executive Office Case Specialist
Wells Fargo Bank, N.A.
Boise, ID
07.2020 - Current
- Responsible for all customer acknowledgements, introductions, and communications that aid in building a customer relationship and providing a quality resolution.
- Maintain customer privacy and information security while completing research and communicating customer information across necessary departments.
- Meet case resolution deadlines while working multiple cases simultaneously and ensuring quality remains intact.
- Document all research, cross-business communications, customer contact and customer authentication accurately and promptly.
- Track personal metrics and report case loads, case status, and expected case closure dates to management daily in a comprehensive excel sheet.
- Ensure all relevant procedures are completed, required legal and regulatory verbiage is provided to the customer, and documentation is created to verify accuracy of the response.
- Maintain professionalism during difficult or unpleasant customer conversations while ensuring the appropriate resolution is communicated and unwavering.
- Identify and route advanced customer concerns that require a higher level of attention to appropriate areas, including concerns related to regulatory and legal matters.
- Complete company required trainings both in virtual class and virtual e-training formats by the communicated company deadline.
Sales Chat Specialist/Coach
Wells Fargo Bank, N.A.
Boise, ID
08.2017 - 07.2020
- Match talk and maintain a professional, yet empathetic response and attitude during difficult conversations.
- Provide assistance to peers and customers while exemplifying a servant based leadership mindset.
- Stay current on Company Bulletins in order to ensure I am able to adapt and implement new changes.
- Lead special projects that are both voluntary or assigned and maintain communication with appropriate parties to ensure project success.
- Review the customer's concerns in a virtual environment and communicate clearly and effectively to ensure customer experience remains intact after the interaction.
Premier Elite Phone Banker/Coach
Wells Fargo Bank, N.A.
Boise, ID
09.2016 - 08.2017
- Coach to techniques, behaviors, metrics and goals for less experienced bankers which include appropriate handling and deescalating of calls while using all resources to provide resolutions for their customers.
- Identify opportunities for improvement and provide feedback for bankers in order to increase their performance, learning, and confidence during customer interactions.
- Stay current and coach to policy and procedure updates using all resources available.
- Communicate effectively and provide detailed feedback/input to supervisors for issues that need resolution.
- Facilitating team meetings and communicate information clearly and effectively to ensure understanding and learning take place.
Premier Phone Banker
Wells Fargo Bank, N.A.
Boise, ID
03.2016 - 09.2016
- Recognize high value customers and efficiently answer all questions and concerns promptly while maintaining a professional voice tone and attitude throughout the call.
- Possess knowledge of and comply with all company and government regulations to avoid compliance errors.
- Stay current on all products and services available to the customer and complete needs assessments to ensure customers are aware of products and services that can benefit them financially.
- Take ownership of various leader roles within the team and assist less experienced bankers to customer service techniques, regulations, and procedures to ensure their success.
- Identify areas of opportunity within the business and escalate feedback to proper channels.
Phone Banker 1
Wells Fargo Bank, N.A.
Boise, ID
09.2015 - 03.2016
- Assess and guide customers through their financial journey and relay accurate information based on customer need.
- Meet all sales goals as well as comply with company and government regulations, while maintaining the standing Wells Fargo Image and culture.
- Present customers with clear answers to their inquiries with accuracy and attention to detail, ensuring the customer has the desired experience with the company.
Treasure Valley Area Sales Manager
New Whey Nutrition
Boise, Idaho
12.2014 - 09.2015
- Communicate with various companies in our contract to coordinate events and schedule times when team members will be promoting the product.
- Remain in close contact with all area managers in order to relay accurate, detailed information and data regarding the product.
- Interview, onboard and train new team members to ensure their success in their new role.
- Maintain team records including verifying individual time sheets, individual payroll, and creating and maintaining a budget for team supplies.
- Stay current on all ethics, sales, and general company policies to ensure team members stay compliant.
Education
General Studies
South Puget Sound Community College
Olympia, WAHigh School Diploma -
Shelton High School
Shelton, WA06.2014
Skills
- Excellent Customer Service
- Customer Data Confidentiality
- Customer Account Management
- Leadership
- Innovation
- Calm and Professional Under Pressure
Accomplishments
- Creator and Head of the Premier Transition Project 2020
- Rising Star 2018/2019 – Team Leader
- Star Performer 2016 and 2018
Timeline
Executive Office Case Specialist
Wells Fargo Bank, N.A.
07.2020 - Current
Sales Chat Specialist/Coach
Wells Fargo Bank, N.A.
08.2017 - 07.2020
Premier Elite Phone Banker/Coach
Wells Fargo Bank, N.A.
09.2016 - 08.2017
Premier Phone Banker
Wells Fargo Bank, N.A.
03.2016 - 09.2016
Phone Banker 1
Wells Fargo Bank, N.A.
09.2015 - 03.2016
Treasure Valley Area Sales Manager
New Whey Nutrition
12.2014 - 09.2015
General Studies
South Puget Sound Community College
High School Diploma -
Shelton High School
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