America Fransene Huerta
Sacramento,CA
Summary
At Wells Fargo Bank, I exceed as a Business Phone Banker & Customer Service Representative Banker Coach, leveraging bilingual proficiency and risk management expertise to enhance customer satisfaction and compliance. I lead teams in improving service levels, resolve complex issues, and mentor new hires, significantly increasing banker performance through effective communication and organizational skills.
Overview
8
8
years of professional experience
Work History
Business Phone Banker & Customer Service Representative Banker Coach
Wells Fargo Bank
05.2017 - Current
- Interact positively with unsatisfied customers, while modeling excellent customer service.
- Acquired knowledge of laws and regulations pertaining to the business.
- Perform extensive research to resolve complex customer issues, and escalated complaints.
- Analyze customer portfolios in order to recommend the best banking products and services for their business's financial needs.
- Ensure compliance with applicable laws and regulations governing small business lending practices at all times.
- Coach and mentor phone bankers to meet defined productivity and quality metrics.
- Provide technical support to customers with escalated issues.
- Partner with management to identify and recommend areas of opportunity to increase banker performance and KPI (Key Performance Indicator).
- Organize and lead meetings to increase service level performance and discuss areas of opportunity.
- Lead 25 new-hire classes a year. On-site and virtually for small businesses.
- Lead international virtual training for small businesses in the Philippines.
- Increased performance by executing team objectives while meeting personal metrics.
Education
Psychology
American River College
Skills
- Bilingual (proficient in English and Spanish)
- Risk Management
- Effective Multitasking
- Excel
- PowerPoint
- OneNote
- Outlook
- Microsoft Teams & Skype
- Nextidia & Nice
- Banking Regulations
- Call handling
- Customer service driven
- Goal oriented
- Problem solving
- Time management
- Excellent communication
- Strong Organizational Skills
- Data entry expertise
- Active listening
- Develop proposals
References
Gerardo Fraga:
(916) 307-1559
Gerardofragacalderon91@gmail.com
Stephanie Maurits:
(916) 300-3798
Smaurits79@gmail.com
Accomplishments
- Highest number of positive customer experience surveys.
- Top performer in issue resolution for business customer service.
- Quality Assurance scores of 100% from 2017-2024.
- Traveled to San Antonio, TX to support Wells Fargo expansion.
- Team member of the Digital Advocacy team for Wells Fargo.
Languages
Spanish
Native/ Bilingual
Timeline
Business Phone Banker & Customer Service Representative Banker Coach
Wells Fargo Bank
05.2017 - Current
Psychology
American River College