Cory Hanes
High Point,NC
Summary
Results-oriented Operations Professional with over 6 years of experience in business roles and a Bachelor of Science in Applied Economics. Delivered exceptional customer service while exceeding financial targets. Skilled in research, account management, and process improvement, focusing on customer protection, revenue enhancement, and service quality.
Overview
6
6
years of professional experience
Work History
Partner Support Research Specialist
Truist Bank
Greensboro, North Carolina
02.2026 - 10.2026
- Coordinated escalated research cases from Client Advocacy, Escalation Solution Specialists, Contact Center teammates, Community Bank, Branch Helpline and executive leadership, ensuring timely resolution.
- Directed investigations and responses for moderately complex client inquiries from Contact Center, branches and other business units to enhance client satisfaction.
- Managed resolution of moderately complex bank operational issues while maintaining alignment with policies and guidelines.
- Maintained complaint records with detailed issue summaries and resolution entries across databases to support trend analysis and coaching purposes.
- Documented coaching opportunities found during research and delivered feedback to management for timely follow-up and corrective action.
- Assisted in identifying revenue blockers and simplifying, centralizing and/or eliminating processes impacting revenue generation.
Client Care Escalation and Solution Specialist
Truist Bank
Greensboro, NC
04.2024 - 02.2026
- Answer escalated calls from teammates with questions regarding policies and procedures, while also offering resolutions to clients’ complex requests to Care Center, branches and other lines of business, requiring specialization within multiple departments (e.g. Business Care, Card, Account Security and Claims, Digital Support and Loan Servicing).
- Provided full resolution to highly escalated client complaints in a courteous and empathic manner while maintaining compliance and operational accuracy.
- Communicate with clients and internal teammates via telephone, email or other appropriate channels in order to ensure the resolution of the issue in a timely manner.
- Investigated and resolved bank operational issues while ensuring adherence to all policies and guidelines.
- Fulfilled a leadership role in the resolution and response of highly escalated complaint scenarios when resolution requires additional coordination and research between business units.
Servicing Specialist-Small Business Card
Truist Bank
Greensboro, North Carolina
08.2023 - 04.2024
- Answer inbound calls from clients and internal teammates while assisting in the general servicing of Small Business accounts, including but not limited to the completion of necessary forms and documents, opening and closing accounts, processing payments, pulling reports and data, assisting in fraud resolution, general research, etc.
- Utilize high proficiency and awareness for products and services offered within Truist's Small Business banking operation.
- Resolved and tracked client complaints by logging each issue with detailed explanations and ensuring adherence to regulatory and compliance standards.
- Employed effective work practices to enhance call quality.
Servicing Specialist - Consumer Card
Truist Bank
Greensboro, NC
04.2022 - 08.2023
- Research and provide resolution to clients request to Care Center, branches and other lines of business, specifically specializing in Consumer Credit Card products.
- Answer inbound calls regarding Truist’s products, policies and procedures for new and existing clients while accurately tracking all unresolved complaints to ensure timely follow up and resolution.
- Utilized effective work practices to exceed call quality goals while supporting team and Service Team Manager as chat support specialist.
- Led weekly team meetings in absence of Service Team Manager, ensuring team remained informed on new procedures and changes.
- Assisted with the development of new hires as a lead mentor for Truist by performing 1 on 1 coaching sessions, ensuring implementation of correct policies and procedures, and providing floor support when requested.
- Escalated bank errors and regulatory concerns, mitigating potential risks to the bank.
Office Assistant
Accounting and Taxes By Donna
High Point, NC
05.2020 - 04.2022
- Completed all in-house filing for clients’ tax information and documentation by updating financial data into databases to ensure the information was accurately reported and immediately available when needed.
- Act as the primary point of contact for clients making tax inquiries and basic questions regarding their tax servicing needs.
- Coordinate with clients their necessary tax preparation paperwork and process this information once received.
Education
Bachelor of Science - Applied Economics
East Carolina University
Greenville, NC05-2020
Skills
- Escalation management
- Client satisfaction enhancement
- Operational compliance
- Account management
- Data analysis
- Analytical thinking
- Written communication
- Customer relationship building
- Conflict resolution
Timeline
Partner Support Research Specialist
Truist Bank
02.2026 - 10.2026
Client Care Escalation and Solution Specialist
Truist Bank
04.2024 - 02.2026
Servicing Specialist-Small Business Card
Truist Bank
08.2023 - 04.2024
Servicing Specialist - Consumer Card
Truist Bank
04.2022 - 08.2023
Office Assistant
Accounting and Taxes By Donna
05.2020 - 04.2022
Bachelor of Science - Applied Economics
East Carolina University