Ashley M. Tarrant
Bessemer
Summary
Customer service professional with solid experience in resolving issues and enhancing customer satisfaction. Strong communicator with focus on team collaboration and achieving results. Skilled in managing customer interactions, problem-solving, and adapting to changing needs. Reliable and flexible, ensuring smooth operations and positive outcomes.
Overview
13
13
years of professional experience
Work History
Associate Customer Service Representative Everyday Banking/ Online CSR
Wells Fargo
04.2022 - 04.2026
- Executed routine tasks including inquiry response, problem resolution, and delivery of exceptional customer service through various channels such as phone and text
- Exceeded performance metrics consistently by delivering exceptional customer service experiences.
- Analyzed customer feedback to identify trends and recommend improvements in service offerings.
- Managed resolution of customer inquiries to support overall satisfaction and strengthen loyalty.
Fraud & Claims Ops Specialist 2
Wells Fargo
09.2021 - 04.2022
- Facilitated collection and documentation of essential customer information regarding claims.
- Led research initiatives and delivered updates on existing claims.
- Analyzed complex account activity to identify opportunities for enhancing customer experience and executed necessary actions to resolve claims.
- Facilitated customer support operations by addressing inquiries and conducting detailed research to resolve issues efficiently.
Customer Success Specialist 2, Credit Card
Wells Fargo
08.2013 - 07.2021
- Facilitated customer inquiries related to credit card accounts through inbound calls.
- Ensured high standards of quality assurance while resolving customer inquiries at first point of contact.
- Conducted necessary account maintenance to support seamless customer interactions and satisfaction.
- Surpassed performance metrics by enhancing accountability and reducing average hold time to deliver consistently efficient quality service.
Interim Supervisor, Credit Card
Wells Fargo
09.2018 - 12.2018
- Achieved consistent monthly goal completion by fostering a supportive team culture and implementing effective activities.
- Conducted one-on-one coaching sessions to support individual development goals. Guided participants through personalized learning plans to enhance skill sets. Assisted in identifying areas for improvement and provided actionable feedback.
- Reviewed customer calls to ensure adherence to service standards and improve overall client satisfaction.
- Engaged with fellow supervisors to develop creative initiatives aimed at boosting team engagement and productivity.
Coaching Queue Banker, Credit Card
Wells Fargo
10.2015 - 08.2018
- Supported training initiatives for new employees to ensure efficient integration into the team.
- Facilitated coaching and mentoring sessions for phone bankers in both individual and group formats to enhance routine behaviors and address escalated issues.
- Achieved monthly and quarterly goals while facilitating coaching sessions to foster professional development.
- Facilitated meetings with team members and leaders to implement and share best practices.
Interim Team Lead 4, Credit Card
Wells Fargo
03.2018 - 04.2018
- Led coaching sessions for bankers to enhance calibration skills. Organized and directed team meetings to foster communication and alignment. Mentored team members to improve performance and engagement.
- Assisted teams in achieving monthly objectives through consistent support and motivation. Provided encouragement to colleagues to foster a positive work environment.
- Organized and led digital services workshop to enhance participant skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Interim Team Lead 3, Credit Card
Wells Fargo
07.2017 - 09.2017
- Facilitated coaching and mentoring sessions for phone bankers in both individual and group formats to enhance routine behaviors and address escalated issues.
- Designed and implemented games to enhance team collaboration and morale.
- Facilitated one-on-one coaching sessions to support behavior modification. Developed activities aimed at correcting undesirable behaviors. Collaborated with individuals to enhance personal growth.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Phone Banker 1, Consumer
Wells Fargo
01.2013 - 08.2013
- Oversaw high-volume inbound customer calls for Wells Fargo, ensuring timely and effective resolution.
- Contributed to team efforts in meeting sales objectives while ensuring quality customer service experiences.
- Employed various software tools to analyze and solve complex issues effectively.
- Managed referral process for unresolved customer grievances, ensuring timely escalation to designated departments for further analysis.
Education
High School Diploma -
Jess Lanier
Bessemer05-2005
Skills
- Focused on achieving results
- Computer Proficiency
- Self- Motivated Team Player
- Excellent Organizational Skills
- Data entry
- Copy editing
- Proficient in Word, PowerPoint, Excel
- Skilled in effective communication
- Multitasking and organization
- Time management
- Problem-solving
- Customer service
Timeline
Associate Customer Service Representative Everyday Banking/ Online CSR
Wells Fargo
04.2022 - 04.2026
Fraud & Claims Ops Specialist 2
Wells Fargo
09.2021 - 04.2022
Interim Supervisor, Credit Card
Wells Fargo
09.2018 - 12.2018
Interim Team Lead 4, Credit Card
Wells Fargo
03.2018 - 04.2018
Interim Team Lead 3, Credit Card
Wells Fargo
07.2017 - 09.2017
Coaching Queue Banker, Credit Card
Wells Fargo
10.2015 - 08.2018
Customer Success Specialist 2, Credit Card
Wells Fargo
08.2013 - 07.2021
Phone Banker 1, Consumer
Wells Fargo
01.2013 - 08.2013
High School Diploma -
Jess Lanier