ISABELLA WEISEL
Phoenix,AZ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Lead Fraud & Claims Operations Representative
Wells Fargo
07.2023 - Current
- Review claims in detail to ensure accurate Regulation E reporting which includes verifying Bill Pay claim type and determining if bank error
- Respond to escalated inquiries and complaints requiring special handling
- Research claim with Wells Fargo payees, resolving and closing claims when possible
- Back up to inbound claims queue
- Support team performance in identifying control failures in bank processes, procedures, customer, or colleague decisions
- Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
- Perform complex operational tasks, including review, verification, and identification of customer transactions to detect and prevent fraud, policy violations or resolve merchant disputes in order to mitigate and recover losses
- Provide subject matter knowledge and interpretation of procedures to less experienced staff
- Interact with fraud and claims functional area on a wide range of information as well as with external customers
Associate Customer Service Representative
Wells Fargo
06.2022 - Current
- Provided primary customer support to internal and external customers
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information
- Improved customer satisfaction by going above- and-beyond to answer questions and offer expert support
- Stayed current on changing products, services and policies to offer exceptional service to customers
- Established rapport with new clients to increase satisfaction and loyalty
- Executed stop payments and account transfers.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Referred customers to other banking departments for specialized services.
- Monitored and verified suspicious activity on customer accounts.
Instacart Shopper
Instacart
08.2021 - Current
- Increased customer satisfaction by providing timely and efficient grocery shopping services.
- Maintained high levels of accuracy in fulfilling orders, ensuring a positive customer experience.
- Assisted customers with special requests by locating hard-to-find items or making appropriate substitutions.
- Adhered to strict quality standards, carefully selecting fresh produce and checking expiration dates on perishable items.
- Checked live chat and other avenues to keep in touch with customers.
- Managed time effectively to complete multiple orders within tight deadlines, maximizing productivity and earnings.
- Utilized the Instacart app proficiently for order tracking, updates, and communication with customers.
Administrative Assistant
Secore & Niedzialek, P.C
09.2021 - 03.2022
- Executed record filing system to improve document organization and management
- Answered phone system, routing calls, delivering messages to staff and greeting visitors
- Restocked supplies and submitted purchase orders to maintain stock levels
- Monitored office calendars to plan meetings, activities and travel to maximize productivity
- Edited documents to improve accuracy of language, flow and readability
- Interacted with vendors to purchase and set up equipment and services
- Delivered comprehensive tax documentation required for accurate individual and corporate returns
- Facilitated communication between clients and tax authorities.
- Managed filing system, entered data and completed other clerical tasks.
LEASING & MARKETING AGENT
Embrey
01.2021 - 08.2021
- Preformed background checks, references, and credit checks
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements
- Greeted clients, showed apartments and prepared leases
- Collected rent and tracked resident payments and information in computer system
- Responded to requests and scheduled appointments for property showings
- Assisted prospective tenants in paperwork completion to facilitate smooth move-in processes
- Inspected properties before and after new tenant move-ins to schedule maintenance and cleaners
- Resolved conflicts between tenants regarding noise, parking
- Verified tenant incomes and other information before accepting lease applications
- Helped clients find leases to suit needs such as handicapped access, pet-friendly locations
- Monitored social media questions and comments and appropriately responded
Leasing and Marketing
Sentinel Corporation
06.2019 - 01.2021
- Pre-qualified and followed up with prospective tenants continually
- Answered questions and highlighted selling features of apartment complex
- Coordinated move-ins and move-outs
- Assisted with office organization
- Maintained and organized resident files
- Collaborated with clients and customers face to face daily
- Managed schedule and time management
- Handling of signing of leases
- Collected Rent from residents, application, and administration fees
- Managed Residents needs and complaints
- Preformed background checks, references, and credit checks
- Verified tenant incomes and other information before accepting lease applications
- Greeted clients, showed apartments and prepared leases
- Resolved conflicts between tenants regarding noise, and parking
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices
Teller
Wells Fargo
06.2018 - 03.2019
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained friendly and professional customer interactions.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Established rapport with new clients to increase satisfaction and loyalty.
Member Service Specialist
Teladoc
02.2017 - 01.2018
- Maintained friendly and professional customer interactions, Assisted with scheduling consultation to speak with licensed physician
- Obtained credit card billing information and personal member/client information
- Assisted members with walking through registration process online if requested
- Detailed payment options and explained price, receipt and billing details to customers
- Approved and terminated customer contracts upon request
- Answered over 80 calls per shift to meet fast- paced call center demands
- Responded to customer calls and emails to answer questions about products and services
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Responded to customer comments and questions via Live Chat during shifts.
Technical Support Specialist
Asurion
02.2016 - 12.2016
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Walked individuals through basic troubleshooting tasks.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods
- Explained technical information in clear terms to promote better understanding for non-technical users.
Assistant Manager
Pro Residential
06.2015 - 01.2016
- Followed up on delinquent tenants and coordinated collection procedures.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Collected and maintained careful records of rental payments and payment dates.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Communicated effectively with owners, residents, and on-site associates.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Showed apartments to potential tenants and answered questions regarding community.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
- Processed security deposit refunds.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Kept accurate records of all resident and tenant correspondence.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
Leasing Consultant
Pro Residential
06.2014 - 06.2015
- Pre-qualified and followed up with prospective tenants
- Greeted clients, showed apartments, and prepared leases.
- Verified tenant incomes and other information before accepting lease applications
- Answered questions and highlighted selling features of apartment complex
- Coordinated move-ins and move-outs
- Maintained and organized resident files
- Handling of signing of leases
- Notice Writing Filing Organized tenant files
- Created Housing Advertisements of Property
- Conducted Apartment tours
- Preformed background checks, references, and credit checks
- Collected monthly rent payments and other fees, always properly recording and processing money
Consumer Loan Processor
CASH 1 Loans
03.2013 - 06.2014
- Followed cash handling procedures including balancing cash drawer daily
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Collected all required documentation for loan package
- Issued money orders and cash checks
- Identified counterfeit currency
- Took incoming customer calls regarding any questions and resolving any problems
- Created loan submission package for Underwriting department
- Processed loans within various departments to achieve timely, accurate and fair proceedings
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates
Manager
McKesson
02.2012 - 01.2013
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
HIGH SCHOOL DIPLOMA -
Crestview College Preparatory High School
Phoenix, AZ05.2011
Skills
- Information Updates
- Organizational Development
- CRM Software
- Microsoft Office
- Technical Support
- 10-Key
- Administrative and Office Support
Timeline
Lead Fraud & Claims Operations Representative
Wells Fargo
07.2023 - Current
Associate Customer Service Representative
Wells Fargo
06.2022 - Current
Administrative Assistant
Secore & Niedzialek, P.C
09.2021 - 03.2022
Instacart Shopper
Instacart
08.2021 - Current
LEASING & MARKETING AGENT
Embrey
01.2021 - 08.2021
Leasing and Marketing
Sentinel Corporation
06.2019 - 01.2021
Teller
Wells Fargo
06.2018 - 03.2019
Member Service Specialist
Teladoc
02.2017 - 01.2018
Technical Support Specialist
Asurion
02.2016 - 12.2016
Assistant Manager
Pro Residential
06.2015 - 01.2016
Leasing Consultant
Pro Residential
06.2014 - 06.2015
Consumer Loan Processor
CASH 1 Loans
03.2013 - 06.2014
Manager
McKesson
02.2012 - 01.2013
HIGH SCHOOL DIPLOMA -
Crestview College Preparatory High School
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