Delancia Hines
Kannapolis,NC
Overview
14
14
years of professional experience
Work History
Associate Customer Service Representative (Chat)
Wells Fargo Bank, N.A.
05.2019 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assisted in developing training materials aimed at improving team performance and consistency in service quality standards.
- Handled escalated customer complaints professionally, ensuring timely resolution while preserving long-term client relationships.
- Utilized CRM software effectively for efficient tracking of customer interactions and issue resolution progress.
- Help onboard new hires into the chat channel role. Mentoring new hires as they arrive and assisting with learning
- First official team to launch service chat in 2019
Customer success specialist
Wells Fargo Bank N.A
01.2017 - 05.2019
- Responds to inquires and issues from customers on a variety of more complex financial products, services and/or select customer segments through a variety of channels (Ex: phones, text, chat, etc.)
- Answers inquiries, resolves problems, and provides a best in class customer experience while adhering to work guideline, policies and regulations.
- Use verbal and or written communication skills to handle customer interactions.
- Meeting centers goals, AHT, Adherence, CEM, and hold times
- Navigating through Wells Fargo applications such as Nuance, CIV, CCM, Soft phone, Virtual Library.
- Help onboard new hire employees
Residential instructor
Community Living Concepts
01.2016 - 01.2017
- Provide direct care to residents with mental disabilities in a group home setting by following resident’s individual plan of care and procedures, which emphasizes non-aversive, positive programming and interactions.
- Provides support for the resident and the facility
Cashier lead
Sears
01.2015 - 12.2016
- Operating cash register, handling money, answer customer’s inquiries about merchandise and services.
- Conduct morning meetings for the cashiers team (reviewing numbers with credit cards)
Cashier
Bojangles
05.2012 - 03.2015
- Greet customers, handle money, and answer questions about food products being sold
Education
Bachelor of Science - Psychology
The University of North Carolina at Pembroke
Pembroke, NCSkills
- Over 8 years customer service experience
- Excellent verbal, written, and interpersonal communication skills
- Quick and efficient with resolving problems
- Strong time management skills and ability to meet deadlines
Timeline
Associate Customer Service Representative (Chat)
Wells Fargo Bank, N.A.
05.2019 - Current
Customer success specialist
Wells Fargo Bank N.A
01.2017 - 05.2019
Residential instructor
Community Living Concepts
01.2016 - 01.2017
Cashier lead
Sears
01.2015 - 12.2016
Cashier
Bojangles
05.2012 - 03.2015
Bachelor of Science - Psychology
The University of North Carolina at Pembroke