Cassandra Fisher
Salem,OR
Summary
Results-oriented professional skilled in conflict resolution and customer engagement. Successfully managed escalations and improved team performance metrics, ensuring adherence to quality standards and enhancing client satisfaction.
Overview
11
11
years of professional experience
Work History
Team Lead
Wells Fargo, NA
Salem, OR
04.2020 - 12.2025
- Developed training programs for new hires, improving onboarding process and team productivity.
- Managed team performance metrics, ensuring adherence to service level agreements and quality standards.
- Facilitated regular team meetings to drive communication and align on strategic objectives.
- Analyzed performance data to identify trends, informing decision-making and resource allocation.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Escalations Specialist
Wells Fargo
Salem, OR
01.2017 - 12.2025
- Resolved complex customer issues promptly to enhance satisfaction and retention
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Customer Service Representative
Wells Fargo, NA
Salem, OR
01.2015 - 01.2017
- Resolved customer inquiries efficiently using Wells Fargo systems and processes.
- Assisted customers with account management, ensuring high satisfaction levels.
- Collaborated with cross-functional teams to enhance service delivery and client experience.
- Trained new representatives on company protocols and customer service best practices.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Fresno Adventist Academy
Fresno, CaSkills
- Over 10 years experience in working with the public providing assistance, support, and resolution
- Attention to detail with focus on abiding by policies and maintaining compliance training
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Team Lead
Wells Fargo, NA
04.2020 - 12.2025
Escalations Specialist
Wells Fargo
01.2017 - 12.2025
Customer Service Representative
Wells Fargo, NA
01.2015 - 01.2017
High School Diploma -
Fresno Adventist Academy