Dedicated professional with over 10 years of experience in customer service within fast-paced, high-volume environments. Specializes in resolving complex issues and managing diverse client inquiries with a focus on achieving over 90% client commitments. Skilled in providing timely and accurate responses across multiple communication channels, including chat, email, and phone support. Displays a high level of adaptability, flexibility, and initiative in learning and implementing new technologies and processes. Recognized for strong partnering skills, discipline, and determination to continuously improve service delivery.
Hi, I’m
Fadirani Rosya (Ade)
Customer Service
West Des Moines,IA
Summary
Overview
13
years of professional experience
Work History
Wells FargoDes Moines, IA
Mortgage Processor
02.2020 - 10.2022
Job overview
- Streamlined client service delivery by supporting loan officers and underwriters, handling 30 - 50 customer inquiries daily in a fast-paced environment.
- Enhanced client satisfaction by 15% through dedicated service, promptly resolving issues and handling escalations.
- Improved operational efficiency by 20% through collaborative work with cross-functional teams, ensuring consistent adherence to processes and regulatory compliance.
- Identified and implemented process improvements, demonstrating a disciplined and determined approach towards continuous improvement.
- Successfully coordinated client deliverables from forms to system changes, showing strong initiative, prioritization skills, and ability to handle multiple tasks.
Wells FargoDes Moines, IA
Home Mortgage Closer
02.2017 - 02.2020
Job overview
- Optimized customer satisfaction and operational efficiency by ensuring the accurate and timely closing of 150+ home mortgage deals per month.
- Collaborated across departments to streamline processing times, reflecting flexibility and adaptability within a demanding, fast-paced environment.
- Supported loan officers and underwriters, contributing to a 30% increase in productivity and enhancing the delivery of timely services to clients.
Wells FargoDes Moines, IA
Customer Service Representative
12.2009 - 02.2017
Job overview
- Managed a high-value loan portfolio, enhancing customer relationships through active engagement, maintaining focus on the client, and fulfilling their needs efficiently.
- Addressed and resolved over 90% of customer complaints by collaborating with various stakeholders, showcasing determination and resilience in a high-activity, fast-paced environment.
Education
Des Moines Area Community College
AAS from Network Technology
01.2023
University Overview
Grand View University
BA from Mass Communication, Public Relations
01.2013
University Overview
Skills
- Client Management: Over a decade of experience in high-volume environments, excelling at handling client inquiries, and resolving complex issues with a customer-centric focus
- Process Improvements: Proven track record of identifying and implementing process enhancements, driving operational efficiency and enhancing customer satisfaction
- Collaboration: Demonstrated ability to collaborate cross-functionally with various departments, contributing to improved team efficiency and service delivery
- Flexibility and Adaptability: High competence in multitasking and navigating different systems within dynamic, fast-paced environments
- Technology Skills: Proficient in various CRM tools and Microsoft Office Suite, which includes Word, Excel, PowerPoint, and Outlook Exhibits a natural ability to quickly learn and adjust to new technologies and processes
Affiliations
Affiliations
Wells Fargo Service Excellence Nominations, 2017
1st Place, Marketing Analysis & Decision Making, 2013
Volunteer Experience
Volunteer Experience
- Young Professionals Connection of Iowa, 2014
- Vice President, Student Council - Des Moines Area Community College, 2013
Timeline
Mortgage Processor
Wells Fargo
02.2020 - 10.2022
Home Mortgage Closer
Wells Fargo
02.2017 - 02.2020
Customer Service Representative
Wells Fargo
12.2009 - 02.2017
Des Moines Area Community College
AAS from Network Technology
Grand View University
BA from Mass Communication, Public Relations
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