Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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CONSQAILLA TONEY

Orange Park,FL

Summary

Experienced professional with a strong background in customer service and conflict resolution. Skilled at effective communication and problem-solving to guarantee customer satisfaction and loyalty. Collaborative team player able to adjust to changing needs and consistently achieve results through efficient and empathetic service. Proven track record of maintaining professionalism, high standards, and integrity, ready to apply training and expertise to new professional challenges.

Overview

27
27
years of professional experience

Work History

WMBS Wire Team Associate

Bank of America
01.2025 - Current
  • Assist Merrill Client Associates, Banking Specialists and Financial Advisors with a variety of banking wire and/or foreign currency needs via inbound contact center.
  • Assist with tutorial support and routine/standard transactions in a call center environment according to established procedures.
  • Provide various services for internal business partners and/or external clients.
  • Supports WMBS FAST as needed (dual skilled).
  • Active 2025 WMFS Ambassador; listen and solicit peers feedback to assist with developing new ways to improve processes, employee engagement, and an overall better workplace.

WMBS FAST Client Service Representative

Bank of America
09.2022 - Current
  • Assist Financial Advisors, Client Associate, and Wealth Management Specialists as a first point of contact via inbound contact center while delivering world class service.
  • Handle sensitive client information with discretion, ensuring confidentiality at all times.
  • Assist agents during the new hire process; provide guidance and coaching to ensure they are prepared to
    enter the live production
  • Active Ambassador for FAST; listen to and solicit peers feedback to assist with developing new ways to improve the outcome and employee engagement
  • Deliver outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Manage 40-60 incoming calls, providing accurate information to clients relating to Bank products and services.
  • Identify root causes and engage business partners when needed to resolve the callers inquiries in a timely manner.

Customer Experience Support Specialist

ITEL Laboratories, Inc.
02.2019 - 08.2020
  • Conveyed a sense of delight and enthusiasm while communicating with customers via phone, email or other forms of communication
  • Communicated across departments as necessary and in compliance with inter-departmental expectation
  • Researched information using all resources to resolve inquiries or potential issues
  • Answered 60-90 calls per day to help customers with their questions and concerns.

Account Reconciliation Specialist

Wells Fargo Center
04.2006 - 05.2011
  • Used data entry skills to accurately document and input statement
  • Balanced general ledger accounts for 75-150 branches per day on average
  • Recouped fraudulent accounts, resulting in thousands of dollars in savings to the Bank
  • Evaluated several financial reporting systems, accounting, collection procedures, and investment activities
  • Identified specific areas of technological improvements in operational and analytical processes.

Operations Specialist

Bank of America
01.1998 - 02.2006
  • Accurately and speedily processed high volumes of paper checks and deposit tickets
  • Coordinated with other departments to reconcile accounts
  • Provided high quality assurance to ensure the balancing of transactions.

Education

Bachelor of Arts - Psychology

University of North Florida
01.2017

Skills

  • Exceptional Customer Service
  • Professional Communication
  • Effective Problem Resolution
  • Strong Written Communication
  • Data Entry & MS Office Suite Proficiency
  • Organizational Skills & Effective Multi-Tasking
  • Leadership & Collaborative Teamwork
  • Proactive learner

Accomplishments

2024-2025 Jacksonville WMFS Ambassador

2024 WMCC Elite Top Performer Award

2024 SME for WMBS FAST

2023-2024 Team Adherence Champion

Timeline

WMBS Wire Team Associate

Bank of America
01.2025 - Current

WMBS FAST Client Service Representative

Bank of America
09.2022 - Current

Customer Experience Support Specialist

ITEL Laboratories, Inc.
02.2019 - 08.2020

Account Reconciliation Specialist

Wells Fargo Center
04.2006 - 05.2011

Operations Specialist

Bank of America
01.1998 - 02.2006

Bachelor of Arts - Psychology

University of North Florida

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CONSQAILLA TONEY