Cornell Williams
Phoenix,AZ
Summary
Proven leader at Wells Fargo with a track record of resolving complex customer issues, enhancing team efficiency, and driving quality assurance standards. Excelled in training development and critical thinking, achieving significant improvements in customer satisfaction and operational workflows. Demonstrated expertise in organizational management and effective communication, fostering cross-department collaboration.
Overview
4
4
years of professional experience
Work History
Escalation Representative
Wells Fargo
07.2022 - Current
- sResearch and Resolve Complaints: Thoroughly investigates escalated customer complaints by utilizing multiple tools and resources to identify root causes and appropriate solutions.
- Customer Communication: Delivers resolutions to customers through appropriate channels, including phone calls, written correspondence, and emails, ensuring clarity, professionalism, and customer satisfaction.
- Self-Management: Independently manages workload and priorities effectively, maintaining organization and focus to meet deadlines and performance targets.
- Apply Critical Thinking: Employs strong analytical and problem-solving skills to assess complex situations and determines the best course of action.
- New Hire Support: Assists with training new hires by reviewing their casework, providing constructive feedback, and offering guidance to help them transition smoothly into position.
- Error Trend Analysis: Collaborates in the creation of a biweekly PowerPoint presentation that highlights current error trends, providing valuable insights for the team.
Escalation Specialist
Wells Fargo
12.2020 - 07.2022
- Customer and Employee Support: Handled over 50 inbound calls from premier customers and phone bankers, providing prompt and accurate assistance with a wide range of issues.
- Escalation Management: Efficiently managed and resolved escalated customer issues, ensuring a positive outcome and customer satisfaction.
- Subject Matter Expertise: Served as a subject matter expert, quickly diagnosing and resolving complex problems to support both customers and colleagues.
- Meeting Facilitation: Assisted in running team meetings by stepping in for the manager when they are unavailable, ensuring smooth and continuous team operations.
- Training Development Developed and designed "Tips and Tricks" training materials, including PowerPoint presentations, to aid in onboarding and education of new hires.
- Training Delivery: Presented training materials to new hires, ensuring they are well-equipped with knowledge and skills needed for their roles.
Premier Phone Banker
Wells Fargo
03.2020 - 12.2020
- Inbound Call Management: Handled inbound calls from premier customers, providing tailored assistance with their banking needs and ensuring a positive customer experience.
- Quality Assurance: Maintained strict adherence to quality assurance standards on every call, ensuring accuracy, compliance, and professionalism.
- Efficiency Metrics: Managed and optimize average handle time (AHT) without compromising the quality of service, balancing efficiency with thorough customer care.
- Expert Tool Utilization: Demonstrated deep knowledge and expertise in using and managing banking tools, ensuring seamless and effective customer interactions.
Education
High School Diploma -
Golden Valley High School
Merced, CA06.2006
Skills
- Team Leadership
- Training Development
- Quality Assurance
- Customer Service Expertise
- Cross-Department Collaboration
- Critical Thinking
- Organizational Management
- Time Management
- Effective Communication
- Presentation Skills
Timeline
Escalation Representative
Wells Fargo
07.2022 - Current
Escalation Specialist
Wells Fargo
12.2020 - 07.2022
Premier Phone Banker
Wells Fargo
03.2020 - 12.2020
High School Diploma -
Golden Valley High School
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