Esther Niyonsavye
Johnston,Iowa
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
5
5
years of professional experience
Work History
Senior Escalation Representative
Wells Fargo & Company
West Des Moines, IA
11.2023 - Current
- Support internal and external customers with inquiries and complaints regarding financial products
and services.
* Perform moderately complex initiatives to resolve client issues and review complaints for regulatory
and non-regulatory flags and classify risks appropriately in case management system to ensure
customer issues are addressed while maintaining compliance with internal company requirements
and standards.
* Receive direction from supervisors and escalate non-routine client concerns to more experienced
individuals. Interact with internal and external customers to respond to the raised concerns, as well as
determine appropriate course of action.
* Determine appropriate course of action by conducting investigative steps to identify the issues,
research product information, and process complex or corrective transactions online. Knowledge or
experience with the following Wells Fargo systems/applications: ECMP, Hogan, SVP, CIV, DIPR,
MARS, OIB, NICE.* Knowledge or experience with Consumer Deposit Products (Checking, Savings ect)
* Ability to manage a pipeline of work from assignment to completion.
* Outstanding problem solving and decision-making skills.
* Experience interacting positively with difficult or irate customers. - Answered phone calls and directed them to appropriate personnel.
Customer Service Representative/Data Entry Clerk
United States Postal Service, USPS
Urbandale, IA
03.2020 - 04.2023
- Answered telephones, directed calls and took messages.
* Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items
using forklifts.
* Identify mail flow issues such as jams, stoppages, breakdown, overload.
* Monitoring and proper radio communication
* Prepares work area, ensuring all necessary support equipment and materials, including labels, trays,
and other containers, are in place.
* Removes sorted mail from bins or separations and places into appropriate trays or containers for
further processing or dispatch based on knowledge of operating plans and dispatch schedules. - Answered phone calls and directed them to appropriate personnel.
- Provided customer service by answering product and service related questions.
Customer Service Representative
TJX Companies
West Des Moines, IA
08.2018 - 02.2020
- Operated cash register or POS system to receive payment by cash, check and credit card.
* Accepted cash and credit card payments, issued receipts and provided change.
* Answered customer questions and provided store information.
* Worked closely with front-end staff to assist customers.
* Trained new team members in cash register operation, stock procedures and customer services.
* Scanned merchandise using point-of-sale system for accurate purchase totals.
* Discounted purchases by scanning and redeeming coupons.
* Processed refunds for worn damaged and broken merchandise. - Created plans to propose solutions to problems related to efficiency, costs or profits.
- Answered phone calls and directed them to appropriate personnel.
- Analyzed company's expenditures and developed financial models.
Education
Bachelor of Science - Data Analytics
Southern New Hampshire University
Manchester, NH01-2024
Some College (No Degree) - Data Analytics
Coursera
Online08-2022
Skills
- Market Research
- Sales Reporting
- Needs Analysis
- Records Management
- SQL
- Tableau
- Python
Timeline
Senior Escalation Representative
Wells Fargo & Company
11.2023 - Current
Customer Service Representative/Data Entry Clerk
United States Postal Service, USPS
03.2020 - 04.2023
Customer Service Representative
TJX Companies
08.2018 - 02.2020
Bachelor of Science - Data Analytics
Southern New Hampshire University
Some College (No Degree) - Data Analytics
Coursera
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