Dana Stutte
Escalation Complaints Specialist
West Jordan,UT
Summary
Motivated self- starter with History of meeting deadlines and exceeding expectations.
Overview
20
20
years of professional experience
Work History
Escalation Complaints Specialist
Wells Fargo & Company
Salt Lake City, UT
03.2022 - 12.2024
- Managed and resolved escalated complaints in a timely manner.
- Collaborated with cross-functional teams to address customer issues and improve service delivery.
- Demonstrated expertise in handling complex customer inquiries and providing effective solutions.
- Maintained detailed records of customer interactions and resolutions for future reference.
- Developed and implemented customer service training programs to enhance team performance and customer satisfaction.
- Consistently met or exceeded performance targets for resolution time and customer satisfaction metrics.
Escalation Complaints Specialist
Aerotek (Contracted employee for Wells Fargo)
Salt Lake City, UT
12.2020 - 03.2022
Customer Service Manager
Walmart
West Jordan, UT
03.2014 - 01.2020
- Supervised and trained customer service team members to ensure exceptional service.
- Provided swift, courteous, and expert assistance for routine inquiries and complaints.
- Instructed new employees on company policies, procedures, cashier techniques, and customer service standards.
- Cultivated strong and professional relationships with team members, fostering effective customer service.
- Managed customer service requests to provide friendly and knowledgeable support.
- Conducted regular audits of cash drawers to ensure compliance with company policies and procedures.
Workout Specialist
Bank of America
Lancaster, CA
07.2007 - 11.2012
- Enhanced operational efficiency by collaborating with team members and customers to identify effective solutions.
- Consistently acknowledged for outstanding customer service.
- Assessed various workout solutions including loan modifications, short sales, and deeds in lieu to reduce foreclosure risks.
- Developed and implemented negotiation strategies to achieve desired outcomes.
- Partnered with Freddie Mac, financial backer.
Workout Negotiator
Countrywide Home Loans
Lancaster, CA
05.2005 - 07.2007
- Participated in professional development courses related to negotiation strategies.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased operational efficiency by identifying and implementing workable solutions.
- Reviewed receivables by regularly assessing customer credit files.
- Formulated comprehensive workout plans.
Education
Medical Assistant
Everest College
Salt Lake City, UT05-2015
High School Diploma -
Sylmar High School
Sylmar, CA01-1989
Skills
- Flexibility, adaptability
- Customer service
- Attention to detail
- Communication
- Teamwork
- Problem solving
- Time Management
- Microsoft Office Proficiency
- Risk Management
Timeline
Escalation Complaints Specialist
Wells Fargo & Company
03.2022 - 12.2024
Escalation Complaints Specialist
Aerotek (Contracted employee for Wells Fargo)
12.2020 - 03.2022
Customer Service Manager
Walmart
03.2014 - 01.2020
Workout Specialist
Bank of America
07.2007 - 11.2012
Workout Negotiator
Countrywide Home Loans
05.2005 - 07.2007
Medical Assistant
Everest College
High School Diploma -
Sylmar High School