Ashley Alexander
Knoxville
Summary
Senior Escalation Representative skilled in resolving complex customer issues and enhancing satisfaction through effective communication. Expertise in analyzing feedback to drive service enhancements and training new team members. Proven ability to manage escalated inquiries while maintaining quality assurance.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Senior Escalation Representative
Wells Fargo
West Des Moines
04.2019 - 12.2025
- Resolved complex customer issues through thorough investigation and effective communication.
- Managed escalated customer inquiries to ensure timely resolution and satisfaction.
- Addressed customer complaints by actively listening and providing solutions. quickly and professionally to restore customer confidence.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new team members on operational procedures and best practices for customer service.
- Collaborated with cross-functional teams to address complex service issues effectively.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Managed multiple customer accounts simultaneously while providing superior service.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Researched, analyzed, and resolved complex customer inquiries.
- Performed research on customer inquiries prior to escalating them for further review.
Collections Agent
Wells Fargo
West Des Moines
04.2015 - 04.2019
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Communicated with customers to negotiate payment arrangements effectively.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Documented interactions and account notes in compliance with company policies.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Provided training and support to new team members on collections procedures.
Education
High School Diploma -
Knoxville High School
Knoxville, IASkills
- Customer support
- Customer service
- Account servicing
- Quality assurance
- Performance tracking
- Data entry proficiency
- Microsoft Office
- Negotiation strategies
- Problem solving
- Active listening
- Verbal communication
- Conflict resolution
- Client relationship building
- Team collaboration
- Goal-oriented mindset
- Multitasking
Certification
- Personal Lines and Loans Insurance license
Timeline
Senior Escalation Representative
Wells Fargo
04.2019 - 12.2025
Collections Agent
Wells Fargo
04.2015 - 04.2019
High School Diploma -
Knoxville High School