Amy N. McCrory
Des Moines,IA
Summary
Results-driven professional with proven leadership skills and exceptional time management abilities, adept at prioritizing tasks to meet deadlines. Demonstrated expertise in fostering team collaboration and enhancing organizational success through effective communication. Highly organized problem-solver, skilled in QuickBooks and Microsoft Office Suite, including Excel, Word, and PowerPoint. Dedicated to delivering high-quality work within a productive, goal-oriented environment.
Overview
22
22
years of professional experience
Work History
Dispatcher/Office Assistant
Connett Services Heating & Cooling
Des Moines, IA
09.2022 - 03.2024
- Coordination, scheduling, and dispatch of HVAC technicians' daily assignments to maximize efficiency and minimize downtime
- Ensured high levels of customer satisfaction through timely handling of service inquiries and installation requests
- Organized and maintained filing systems for documents related to the dispatch office
- Issued and recorded invoices for services rendered, and processed payments for outstanding invoices.
- Handled incoming calls and directed callers to appropriate department or employee
- Provided support and guidance to colleagues to maintain a collaborative work environment
Customer Service Work Director I & II
Wells Fargo Retail Services
Des Moines, IA
05.2014 - 11.2018
- Assisted with supervising and managing the daily performance of a team made up of 14-17 customer service representatives; responsible for the resolution of routine customer service inquires in addition to resolving escalated customer issues, and providing direct peer to peer support via coverage of additional telephone queues
- Reviewed, prioritized, and managed all written customer inquiries received by Customer Service via email through Wells Fargo online banking and other customer communication channels
- Provided performance and process improvement feedback to team members on an ongoing basis; addressed scheduling issues, including absences and tardiness
- Communicated observations and findings to department supervisors, and other team leads, as well as various levels of upper management as necessary
- Chosen for, and successfully completed, an executive sponsored leadership development program for team leads within the Wells Fargo Consumer Lending line of business
Customer Service Representative I, II, III & IV
Wells Fargo Retail Services
Des Moines, IA
02.2011 - 05.2014
- Assisted and communicated with customers via telephone and email message inquires in a professional, efficient, and timely manner
- Handled escalated customer inquiries as a member of the department 'Ask Me First' team
- Provided peer to peer support for front line representatives through coverage, also as part of the department 'Ask Me First' team
- Mentored new hires in addition to peer team members in order to improve both overall individual, and department performance
- One of four team members chosen for six month call review assignment within the second half of 2013 in order to provide peer to peer coaching and guidance to representatives located in Manila, Philippines in preparation to meet and exceed goals for future internal compliance audits
Loan Servicing Specialist I, II & III
Wells Fargo Real Estate Tax Services
Des Moines, IA
09.2005 - 10.2008
- Was responsible for receiving, reviewing, and successfully completing multiple types of internal 'GEM tasks' for moderately complex to complex real estate tax delinquency issues
- Researched and resolved multiple moderately complex to complex real estate tax delinquency issues received via electronic tax files from various taxing authorities within multiple U.S
- States, including but not limited to: Iowa, North Dakota, Minnesota, Michigan, Oklahoma, Nebraska, and Alaska
- Batched and balanced mass real estate tax disbursements paid via the loan servicing system
- Lead a team of 12, managed daily work flow, and provided feedback to team members, as well as supervisors and managers as interim Work Director for six months of 2007, while team work director was on another assignment
- Represented the WFRETS business unit as a 'Subject Matter Expert' on company wide loan file document imaging project
Loan Documentation Representative I, II & III
Wells Fargo Financial
Des Moines, IA
09.2003 - 09.2005
- Prepared time sensitive RESPA disclosures for Wells Fargo Financial real estate loan applications
- Reviewed team member's completed disclosure packages for quality assurance and compliance
- Provided feedback to team members regarding quality findings as well as process improvement
- Monitored internal change control notifications daily, to ensure that the department was producing accurate and compliant RESPA documents based on current standard operating procedures
Affiliate Relations Customer Service Representative I & II
Wells Fargo Home Mortgage
Des Moines, IA
01.2002 - 09.2003
- Enhanced relationships between retail and servicing divisions by efficiently resolving servicing issues from Regional Banking Coordinators, Branch Managers, Title Companies, Home Mortgage Consultants, and other internal Wells Fargo customers
- Performed complex loan account research to resolve customer issues and communicate to them professionally in an oral or written manner
- Received recognition in 2002 for efforts in creating return check procedures for the Hotline group
Education
High school or equivalent -
References
References available upon request.
Timeline
Dispatcher/Office Assistant
Connett Services Heating & Cooling
09.2022 - 03.2024
Customer Service Work Director I & II
Wells Fargo Retail Services
05.2014 - 11.2018
Customer Service Representative I, II, III & IV
Wells Fargo Retail Services
02.2011 - 05.2014
Loan Servicing Specialist I, II & III
Wells Fargo Real Estate Tax Services
09.2005 - 10.2008
Loan Documentation Representative I, II & III
Wells Fargo Financial
09.2003 - 09.2005
Affiliate Relations Customer Service Representative I & II
Wells Fargo Home Mortgage
01.2002 - 09.2003
High school or equivalent -
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