Elle Ayi
Minneapolis,MN
Summary
Experienced with managing client relationships and addressing customer concerns efficiently. Utilizes effective communication and problem-solving skills to resolve issues promptly. Strong understanding of customer service principles and maintaining high satisfaction levels.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Escalations Representative
Wells Fargo
03.2023 - Current
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced individuals
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
Escalated Representative
Wells Fargo
04.2020 - 03.2023
- Resolve escalated, high-risk consumer and line of business complaints. Answered and resolved customer calls weekly while researching company policy and guidance to determine the appropriate of course of action. Receive and resolve customer calls daily
- Completed formal training program and utilize my strong knowledge of Wells Fargo Bank proprietary systems, technology, products, and services to resolve complaints and provide expert customer service. Successfully communicate and maintain a good working relationship with other departments, managers, merchants, and vendors to resolve customer issues. Thoroughly document in writing verbal complaints, obtaining pertinent details to resolves them in accordance to company policy. Utilize appropriate customer service skills, phone etiquette and de-escalation skills to calm upset customers. Independently research policy manuals to make proper decisions to resolve customer complaints. Maintain records compliance in accordance with internal company requirement standards, and government regulations. Research and implement research results to resolve complex issues. Effectively serve as a member of a team to achieve departmental goals
- Adhere to strict attendance policy. Identify risks in a timely manner
- Customer focused to improve all consumers experience and drive out dissatisfaction. Collect, analyze, and interpret information, documentation and physical evidence associated with investigations. Quickly and accurately investigate and resolve customer inquiries.
Treasury Service Associate
Wells Fargo
02.2019 - 04.2020
- Provide exceptional service and support to our wholesale customers mainly through phone and email communication channels
- Assist with Lockbox, Cash Vault, and general account inquiries
- Support many of the products within the Wells Fargo Commercial Electronic Oce (CEO) including online Wire transfers, ACH payments, Desktop Deposit, Treasury Information Reporting, and along with other Wells Fargo Commercial Treasury products
- Identifying and resolving client issues by having a dynamic customer service attitude through telephone and email
- Fielding an average of 40 incoming calls per day
- Responding, completing, and interacting through Microsoft Outlook and Lync communication channels
- Acting as a liaison between the client and bank operations, sales ocers, vendors and relationship managers to ensure the delivery of quality services to meet the client's needs
- Responsible for accurately creating, monitoring, and managing requests to meet and exceed expectations
- Assist client with product training and walk thru of Treasury Management services
- Participate in assigned special projects
Processor II
TCF National Bank
06.2016 - 02.2019
- Responsible for uploading submission packets to Director using group email box as source task
- Manages RLU Submissions group email boxes
- Helped to launch BOX.com and KOFAX KTM projects and incorporates both programs when starting applications for the lending team
- Approves loan funding wire transfer requests
- Ensures that work is completed within a prescribed deadline
- Accurate and speedy production with close attention to detail and continuous communication with both external and internal customers including brokers, RLU BDMs, RMs, lenders, Processors, and processing managers
- Manages the RLU central and RLU east submission email boxes and audit and assign RLU application submissions
- Prepareeadily submission report for the MN RLU management team, providing a detailed breakdown of the daily loan submissions received during the previous day
- Participates in meetings with the RLU Coordinator team.
Operation Specialist III
TCF National Bank
10.2006 - 06.2016
- Responsible for processing routine and non-routine work in a prioritized order
- Ensures that work is completed within the prescribed deadline
- Handles multiple complex tasks simultaneously while adhering to TCF Corporate policies and/or Federal Regulations
- Communicates with both internal and external customers on more complex issues
- May communicate potential training issues to department
- Identify processing ineciencies and make recommendations to area management for enhancements
- Responsible for wiring hundreds of millions of dollars daily in a completely manual operation dependent on accuracy and good judgement to verify the authenticity of wire request and wire approvals and to verify the accuracy of wire amounts and wire destinations
- Maintain and monitor the account balance of the six TCF banks with the Federal Reserve bank to ensure the Board established daylight overdraft limits are not exceeded
- Analyze and execute outgoing wire transfers via the Automated Wire Transfer System for the six TCF banks, ensuring that wire transfers are accurate, complete, and in compliance with government regulations
- Ensure the proper levels of authorization have been obtained according to the dollars amount of the request and verify the authenticity of approval signatures
- Perform conrmation callbacks with all levels of management, frequently conrming with Executive management
- Identify, assets, and prioritize potential problems
- Escalate to upper level management when necessary
- Process incoming wires ensuring the name and account number match TCF's CIF records
- Provide timely notification to departments and customers
- Perform end of day balancing ensuring that all input balances to all output.
Lead Customer Service Representative
TCF National Bank
05.2004 - 10.2006
- Answers, research and resolves customer service questions, inquires, request and problems in an accurate, ecient, and timely manner
- Provides a high level of customer services in accordance with policies and guidelines
- Analyze situations that arise to determine an appropriate solution and response
- Researches and investigates each situation thoroughly to ensure information provided to the customer is accurate, complete, and timely
- Resolves routine problems and take the necessary action to satisfy customers and internal departments
- Takes ownership of customers concerns and strives to be the primary connection between the customer and the organization
- Responds to customer questions, inquires, request, and problems accurately, concisely, and appropriately
- Continually portrays and projects a positive and professional image on the company
- Consistently achieves the established standards of the positions
- Has a thorough knowledge of TCF policy and procedure
- Keeps informed of changes in policy, procedure, and services to provide accurate information to the customers
- Promotes interest in company products and services
- Answer all incoming calls in a courteous, friendly, and professional manner
- Conveys expected turnaround times to customer when additional research or information is necessary
- May be asked to assist customers who are unable to communicate with a representative due to language barrier
- Handles more dicult or complex calls and transactions
- Crossed-trained and backed up other customer service managers
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues.
Collector II-III/ Loan Processor/ Trainer
TCF National Bank
09.2003 - 05.2004
- Wells Dealer Services team offered integrated nancial services solutions designed primarily for the auto dealer community, providing nancial and related services to both dealers and consumers nationwide.
- Collected on designated high risk delinquent accounts.
- Maintained good customer relations with borrowers and efectively solves problems to resolve account delinquency and prevent losses.
- While adhering to company policies and procedures, demonstrate great customer service skills while initiating outbound calls and receiving inbound calls from customers.
- Negotiated account resolution and accurately inputs and documents actions with the collection systems while maintaining company performance and productivity standards.
- Maintained up-to-date customer contact information in the collections systems.
- Supported other queues to facilitate teamwork in the department.
- Escalates and assists other team members with calls as needed.
- Served as a resource/subject matter expert and may provide training to fellow team members, initiated external contact with customers and performed advanced loss prevention activities (i.e. skip tracing, eld chasing, account settlement) or administrative work.
- Supports the impounding or repossession of vehicles.
- Helped customers nd solutions to maintain homeownership and nancial stability.
- Worked closely with borrower to provide solutions for bringing home mortgage accounts up-to-date.
- Trained new Loan Recovery Specialist.
Shareowner Services Representative
TCF National Bank
07.2002 - 09.2003
- Review and process online and phone orders for equities, mutual funds, bonds, and other investment products
- Investigate account related inquiries and problems solve/resolve any issues
- Provide clients with accurate and timely information relating to their accounts, order entry, stock exchanges, quotes, and shareowner's products and services
- Provide excellence in customer service in a dynamic, team oriented, environment
- Excellent customer service skills
- Very strong attention to detail and accuracy
- Excellent interpersonal, organizational and communication skills
- Ability to work efectively in a team environment, be exible and willing to assist others as required
- Strong knowledge of investment industry regulations, policies and procedures
Direct Support Professional
IF!Inc
02.2025 - Current
- Provide direct care and support to individual with developmental disabilities
- Assist with daily living activities such as bathing, dressing, and grooming
- Administer medication and monitor vital under the supervisor of a nurse
- Implement individualized care plans and ensure resident rights are respected
- Assist with meal preparation and feeding
- Maintain a clean and safe living environment
- Provide companionship and engage individuals in recreational activities
- Trained new staff on best practices for client support and engagement strategies.
Direct Support Professional
ASI (Accessible Space, Inc.)
08.2023 - 08.2024
- Assist individuals with daily living activities, ensuring comfort and safety
- Medication administration
- Personal care, meal preparation, and any other necessary job duties to meet the needs and improve the quality of life for the individuals we serve
- Implemented personalized care plans to enhance client well-being and independence.
Education
Bachelor of Arts - Social Sciences
Metropolitan State University
Saint Paul, MN12-2024
Associate of Arts - Liberal Arts and General Studies
North Hennepin Community College
Minneapolis, MN05.2021
Associate of Arts - AFA CRWR
North Hennepin Community College
Minneapolis, MN05.2021
Skills
- Professional phone communication
- Effective negotiation
- Organizational skills
- Research
- Microsoft Word
- Leadership
- Time management
- Communication skills
- Microsoft Outlook
- Writing skills
- Customer service
- Customer relations
- Goal-oriented mindset
- Customer support
- Client relationship building
- Client services
- Staff training
- Cross-functional team development
- Problem-solving
- Attention to detail
- Decision-making
- Interpersonal communication
Certification
- CPR Certification December 2023 to December 2025
- Heartsaver First Aid CPR AED
Timeline
Direct Support Professional
IF!Inc
02.2025 - Current
Direct Support Professional
ASI (Accessible Space, Inc.)
08.2023 - 08.2024
Senior Escalations Representative
Wells Fargo
03.2023 - Current
Escalated Representative
Wells Fargo
04.2020 - 03.2023
Treasury Service Associate
Wells Fargo
02.2019 - 04.2020
Processor II
TCF National Bank
06.2016 - 02.2019
Operation Specialist III
TCF National Bank
10.2006 - 06.2016
Lead Customer Service Representative
TCF National Bank
05.2004 - 10.2006
Collector II-III/ Loan Processor/ Trainer
TCF National Bank
09.2003 - 05.2004
Shareowner Services Representative
TCF National Bank
07.2002 - 09.2003
Associate of Arts - Liberal Arts and General Studies
North Hennepin Community College
Associate of Arts - AFA CRWR
North Hennepin Community College
Bachelor of Arts - Social Sciences
Metropolitan State University