Caltia Williams-Carter
BOISE,ID
Summary
Customer service professional prepared for challenging roles with focus on resolving escalations and enhancing customer satisfaction. Proven ability to handle high-pressure situations and deliver impactful solutions. Excellent teamwork and adaptability, consistently contributing to team goals and adapting to changing environments. Recognized for strong communication and problem-solving skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Service Escalation Specialist
Wells Fargo Bank, N.A.
06.2015 - 02.2025
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided personalized assistance for high-value clients, ensuring their needs were met and fostering long-term relationships.
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Assisted in the development of training materials related to escalation handling best practices for new hires.
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Maximus
11.2014 - 02.2015
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
Caregiver/Dietary Aide
Paramount Parks at Eagle
08.2014 - 12.2014
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
Caregiver
Total Living Concept
09.2013 - 05.2014
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
Education
Marketing Management
College of Western Idaho
Nampa, IDCosmetology
Everett Plaza Beauty College
Everett, WASkills
- Customer Support Experience
- Customer Complaint Resolution
- Conflict Resolution Techniques
- Professional Email Communication
- Collaborative Teamwork
- Service Excellence
- Creative Problem-Solving
- Organizational Time Skills
- Detail-Oriented
- Proficient in Computer Applications
- Customer Needs Analysis
Timeline
Customer Service Escalation Specialist
Wells Fargo Bank, N.A.
06.2015 - 02.2025
Customer Service Representative
Maximus
11.2014 - 02.2015
Caregiver/Dietary Aide
Paramount Parks at Eagle
08.2014 - 12.2014
Caregiver
Total Living Concept
09.2013 - 05.2014
Marketing Management
College of Western Idaho
Cosmetology
Everett Plaza Beauty College
Similar Profiles
Troy ClementTroy Clement
Vice President/Business Support Manager/Account Manager/Account Associate at Wells Fargo Bank, N.A. (acquired by Computershare Trust Company, N.A. Nov.2021)Vice President/Business Support Manager/Account Manager/Account Associate at Wells Fargo Bank, N.A. (acquired by Computershare Trust Company, N.A. Nov.2021)
Arian SaberniaArian Sabernia
Home Mortgage Sales Consultant at Wells Fargo Bank, N.A.Home Mortgage Sales Consultant at Wells Fargo Bank, N.A.
Kristina Marie AlvarezKristina Marie Alvarez
Branch Operations Coordinator at Wells Fargo Bank, N.A.Branch Operations Coordinator at Wells Fargo Bank, N.A.
Annakay DaleyAnnakay Daley
Teller at Wells Fargo Bank, N.A.Teller at Wells Fargo Bank, N.A.
Julie RandolphJulie Randolph
Operations Team Leader at Green AcresOperations Team Leader at Green Acres