Edgar Anderson
Beaverton,OR
Summary
Customer success leader specializing in escalation management and client communication. Achieved perfect QA scores over three years while exceeding performance metrics. Resolved complex issues and delivered high-quality service to affluent clients, utilizing strong problem-solving skills and expertise in Microsoft Office Suite.
Overview
7
7
years of professional experience
Work History
Lead Customer Success Specialist
Wells Fargo
2022.05 - 2025.12
- Maintained perfect QA scores for 3 consecutive years while consistently exceeding performance metrics in Average Handle Time, After Call Work, and Scheduled Accountability
- Handled escalated calls with complex issues and irate customers, identifying effective solutions to resolve concerns
- Supported internal and external customers with procedure-related questions, providing operational guidance to enhance understanding
Project Leadership Experience
Wells Fargo
2023.06 - 2023.10
- Acted as primary point of contact for designated team during 3-month project assignment, facilitating communication and project coordination.
- Utilized cross-functional knowledge to enhance service continuity and deliver accurate customer support.
- Transitioned operations from credit card to deposit accounts, aligning team capabilities with evolving business needs.
Senior Customer Success Specialist
Wells Fargo
2019.08 - 2022.05
- Supported escalation resolution and addressed customer service complaints effectively
- Assisted team members with customer account inquiries and standard operating procedures
- Provided support to peers, ensuring consistent service quality
Premier Phone Banker
Wells Fargo
2018.07 - 2019.08
- Resolved complex issues across multiple Wells Fargo products
- Provided dedicated support to affluent, high-value customers
- Worked independently while consistently meeting performance metrics, adherence, and accountability standards
Education
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint)
- FDR (First Data Resources)
- Escalation management
- Customer communication and problem-solving
- Consistent high performance
- Bilingual Spanish Speaker
Timeline
Project Leadership Experience
Wells Fargo
2023.06 - 2023.10
Lead Customer Success Specialist
Wells Fargo
2022.05 - 2025.12
Senior Customer Success Specialist
Wells Fargo
2019.08 - 2022.05
Premier Phone Banker
Wells Fargo
2018.07 - 2019.08