Brenda Bryson
Summary
Accomplished Team Lead at Wells Fargo, adept in people management and process improvements, significantly enhancing team effectiveness and customer satisfaction. Skilled in Microsoft Office and empathic communication, I excel in mentoring teams towards achieving high-quality service standards, demonstrating a strong track record in leadership and operational excellence.
Overview
10
10
years of professional experience
Work History
Team Lead
Wells Fargo
West Des Moines, IA
06.2020 - Current
- Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
- Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
- Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
- Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
- Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
- Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration
- Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience
CSR 4 Escalations Team Member
Wells Fargo
West Des Moines
07.2016 - 06.2020
- 3+ years of experience taking helpline and escalation calls as part of the Ask Me First team
- Negotiating fee and interest removals.
- Answering Customer Service phone calls.
- Assisting customers with phone payments, credit limit increases, statement questions, etc.
- Navigating multiple computer systems , applications, and utilizing search tools to find information.
- Worked with other team members to solve issues.
- Used multiple systems including: CSS, ECAR, OTIS, ACI, SOTA, XPM, CEO Lockbox, Irris, Innovis, and CUSP.
CSR 1, CSR 2, and CSR 3
Wells Fargo
West Des Moines, IA
08.2014 - 06.2016
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with phone payments, credit limit increases, statement questions, etc.
- Navigated multiple computer systems, applications, and utilizing search tools to find information.
- Worked with other team members to solve issues.
- Used multiple systems including CSS, ECAR, OTIS, ACI, SOTA XPM, CEO Lockbox, Irrs, Innovis and CUSP.
Education
High School Diploma -
Savanna High School
Anaheim, CA06.1981
Skills
- People Management
- Process Improvements
- Documentations
- New Hire Training
- Communication
- Empathic Communication
- Leadership
- Microsoft Office
- Microsoft OneNote
- Personal Organization
- Process Procedures
- Proper Documentation
- Quality Assurance Processes
- Risk Management
- Risk Reporting
- Success Coaching
- Team Coaching
- Team Communication
- Team Development
- Team Dynamics
- Team Effectiveness
- Team Goal Setting
- Team Interaction
- Team Learning
- Team Management
- Team Mentoring
- Team Morale
- Team Performance
- Team Success
- Team Supervision
- Team Support
- Teamwork
- Teamwork Communication
- Time Management
- User Documentation
- Written Communication
Timeline
Team Lead
Wells Fargo
06.2020 - Current
CSR 4 Escalations Team Member
Wells Fargo
07.2016 - 06.2020
CSR 1, CSR 2, and CSR 3
Wells Fargo
08.2014 - 06.2016
High School Diploma -
Savanna High School