FATIMA HALE
Colorado Springs,CO
Summary
Experienced customer service leader and operations supervisor with over three years of team management and more than ten years in customer-facing roles. Adept at leading teams, managing schedules, coordinating daily operations, handling escalations, and service promotions, with strong attention to detail and a commitment to maintaining a clean, organized, and welcoming environment, while enhancing guest experiences in high-volume environments.
Overview
12
12
years of professional experience
Work History
Member Solutions Specialist II
Blue Federal Credit Union
Colorado Springs, CO
09.2024 - Current
- Supported front desk operations, maintained detailed records, and provided high-level member service in accordance with organizational procedures.
- Handled client escalations and provided tailored solutions with empathy and professionalism.
- Communicated with team members to address workplace concerns, and participated in regular operations reviews.
- Assisted in service scheduling, and ensured cleanliness and order in shared team environments.
Senior Escalations Manager
Wells Fargo Inc.
, Philippines
03.2021 - 03.2024
- Supervised front desk and support team operations, ensuring compliance with company policies, and enhancing customer satisfaction.
- Handled daily schedules, performance tracking, and feedback sessions to foster an inclusive, efficient workplace.
- Assisted with interviewing, onboarding, and mentoring of new team members, contributing to overall operational excellence.
- Managed escalated service issues, implemented improvements based on feedback, and participated in cross-departmental planning.
- Reviewed service records and ensured that quality standards were upheld in guest interactions and back-end processing.
- Promoted team morale using internal communications (e.g., Slack shout-outs, schedule updates), and addressed staff concerns.
- Identified process improvement areas and reported performance trends to management during weekly meetings.
Research Remediation Specialist
Wells Fargo Inc.
, Philippines
06.2020 - 03.2021
- Managed appointment scheduling and follow-up with clients, ensuring accurate data and service alignment.
- Maintained compliance with organizational policies, and performed a backend audit of daily service logs.
- Delivered empathetic client communication via phone, email, and chat, improving guest satisfaction.
Team Manager
Dexcom Inc.
, Philippines
04.2019 - 01.2020
- Oversaw a team of 8 at the front desk, ensuring smooth operations, proper documentation, and cleanliness in workspaces.
- Led shift coverage planning, service reporting, and product troubleshooting processes.
Operations Manager
Uber Inc
, Philippines
08.2016 - 04.2018
- Supervised a team of 15, scheduled shifts, and ensured policy compliance in all guest interactions.
- Managed employee performance, provided feedback, and addressed team mood and productivity.
- Posted internal updates via Slack, coordinated coverage for open shifts, and promoted service promotions, and internal incentives.
- Maintained the overall tidiness and professional appearance of the front desk and support areas.
Assistant Sales Manager
Telco Services Australia Pty Ltd
, Philippines
02.2016 - 08.2016
- Handled high-volume calls with professionalism and empathy, identifying service needs, and offering product solutions.
- Trained new hires and monitored the quality of service interactions.
- Maintained retail product knowledge, and contributed to the improvement of front-line service processes.
Customer Relations Specialist
Startek Inc
, Philippines
03.2015 - 10.2015
- Resolved technical issues while maintaining a clean, professional work environment.
- Participated in team huddles to track goals, recognize achievements, and address service challenges.
- Collaborated with leadership to ensure service areas remained organized and guest-ready.
Customer Retention and Billing Specialist
Convergys Inc
03.2014 - 02.2015
- Managed customer billing and technical issues across various services.
- Maintained accurate records, addressed customer complaints, and escalated issues appropriately.
- Delivered courteous, detail-oriented service in a high-paced environment.
Card Relations Consultant
Callbest Outsourcing Services Inc.
, Philippines
06.2013 - 02.2014
- Provided front-line service to potential clients through outbound calls, accurately documenting customer needs and product interest.
- Verified client records and addresses service questions in a timely and professional manner.
- Participated in team discussions to improve communication strategies and client engagement.
Education
Bachelor of Science in Business Administration - Marketing Management
Rizal Technological University
Philippines01-2013
Skills
- Onboarding
- Training
- Conflict Resolution
- Email communication management
- Customer service
- Performance tracking
- Service scheduling
- Process improvement
- Feedback implementation
- Client engagement
- Cross-department collaboration
- Client relationship building
- Time management abilities
- Problem-solving aptitude
- Multitasking
- Organization and recordkeeping
References
References available upon request.
Languages
English
Full Professional
Tagalog
Native/ Bilingual
Timeline
Member Solutions Specialist II
Blue Federal Credit Union
09.2024 - Current
Senior Escalations Manager
Wells Fargo Inc.
03.2021 - 03.2024
Research Remediation Specialist
Wells Fargo Inc.
06.2020 - 03.2021
Team Manager
Dexcom Inc.
04.2019 - 01.2020
Operations Manager
Uber Inc
08.2016 - 04.2018
Assistant Sales Manager
Telco Services Australia Pty Ltd
02.2016 - 08.2016
Customer Relations Specialist
Startek Inc
03.2015 - 10.2015
Customer Retention and Billing Specialist
Convergys Inc
03.2014 - 02.2015
Card Relations Consultant
Callbest Outsourcing Services Inc.
06.2013 - 02.2014
Bachelor of Science in Business Administration - Marketing Management
Rizal Technological University
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