Heather Angelo
Wells Fargo COPS
Sioux Falls,SD
17
years of professional experience
Enthusiastic Customer Service Professional experienced in managing high-volume interactions and resolving complex issues. Achieved customer satisfaction and loyalty through effective communication and collaboration within teams. Focused on developing individuals and driving team performance while adapting to changing environments.
Work History
Operational Accounting Associate
3 Years 7 Months- Submitted bucket change requests from Executive Office to resolve escalated customer issues with Wells Fargo Credit Cards.
- Entered promotional and balance transfer rates for Wells Fargo Credit Cards to enhance customer offerings.
- Performed thorough quality assurance checks to maintain high service standards. and 100% quality assurance as well as 140% productivity level.
Senior Escalations Representative
2 Years 9 Months- Assisted with Indirect Credit Bureau disputes for customers during Covid-19 to ensure timely resolution.
- Cross-trained to support EO, Direct Disputes, Covid, Bankruptcy, and new queues as created, enhancing team flexibility.
- Progressed to Cross training to assist with EO, Direct Disputes, Covid, Bankruptcy, Bankruptcy deletes and continued learning of new queues as they were created.
- Assisted with side by side training for new employees in all queues.
- Conducted training sessions alongside new employees to familiarize them with all queues.
Student Loan Representative 4
2 Years 8 Months- Recognized for perfect monitoring and 100% quality assurance several months in a row
- Managed customer escalations to ensure prompt resolution of issues.
- Identified and resolved customer issues through effective problem solving.
- Achieved perfect monitoring and maintained 100% quality assurance over multiple months
- Served customers promptly and professionally while achieving competitive bonus opportunities
- Conducted side-by-side training sessions for new employees to enhance onboarding experience.
Home Preservation Specialist
1 Year 7 Months- Provides world class service to customers over the phone about their Wells Fargo Mortgages and modification programs offered.
- Maintained customer service etiquette to enhance borrower satisfaction and trust.
- Utilized multiple computer systems and tools to efficiently manage customer inquiries.
- Completion of all WBT and business content to ensure compliance
- Able to assist with escalated customer concerns
- Demonstrated reliability through consistent attendance and strict adherence to work schedule.
- Achieved exceptional quality metrics while ensuring low handle time and compliance standards.
- Earned multiple employee of the month awards and Team Member Excellence recognition for contributions to team success.
Sr. Customer Service Representative
1 Year- Delivered world-class service to customers regarding Capital One credit cards and rewards programs, ensuring satisfaction and retention.
- Exhibited excellent customer service etiquette with customers and card holders, fostering positive relationships.
- Utilized multiple computer systems and tools to efficiently access and process customer information.
- Known for exceptional stats with quality, low handle time, and compliance
- Resolved escalated customer concerns effectively, enhancing customer experience and trust.
- Maintained a perfect attendance record and consistently adhered to scheduled shifts.
- Completion of all WBT and business content to ensure compliance
Assistant Manager
4 Years- Trained staff on product knowledge and effective sales techniques to enhance customer service
- Developed and implemented training materials for orientation and new product launches to improve staff performance
- Help customers by providing information, answering questions, obtaining merchandise requests; completion of payment and transactions
- Attracts customers by following display suggestions; constructing or assembling displays in windows or showcases on sales floor
- Assisted customers with inquiries, processed merchandise requests, and completed transactions to ensure positive shopping experiences
- Managed inventory by ensuring accurate stock counts
- Executed daily financial documentation and secured cash deposits
- Demonstrated reliability by attending all scheduled shifts
- Known for having an energetic friendly personality towards customers and staff
Education
High School Diploma
Skills
Accounting software proficiency
Invoice balancing
Accrual accounting
Payment processing
Data entry
Microsoft office
Attention to detail
Critical thinking
Statement review
Customer relations
Relationship building
Confidential material management
Timeline
Operational Accounting Associate
Wells Fargo COPS
01.2023 - CurrentRead More
Senior Escalations Representative
Wells Fargo DCBMO
04.2020 - 01.2023Read More
Student Loan Representative 4
Wells Fargo EFS
08.2017 - 04.2020Read More
Home Preservation Specialist
Wells Fargo Financial
01.2016 - 08.2017Read More
Sr. Customer Service Representative
Capital One
01.2014 - 01.2015Read More
Assistant Manager
Holiday Gas Stop
01.2010 - 01.2014Read More
Roosevelt High School
High School Diploma
Read More