Jamario Reid
Indian Trail,NC
Overview
12
12
years of professional experience
Work History
Escalations Representative Manager/Training Coordinator Facilitator
Wells Fargo
Charlotte, NC
06.2014 - Current
- Train new hires on various systems and provide feedback until they're eligible to work in production
- Send out daily staff reports regarding team duties
- Support international customer care unit cases handling staff including Inbound Message Management, pool work functions which consist of delivery and allocation on inbound message management.
- Manual case creation, data entry, pool work monitoring, processing of fax notifications, and new case assignments
- Responsible for responding to routine inquiries and complaints from internal and external customers regarding financial products and services
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries
- Extensive knowledge wire transfers and payments of SWIFT, Federal Revere Bank Wire transfers, CHIPS, OFAC, FED, FX, F2X sanctions and IFSA compensation guidelines
- Perform quality checks with international rep offices to resolve million dollar complaints
- Review inquiry trend analysis and participate in various project and initiatives associated with the bank International interests
- Investigate electronic wire transfers initiated from international correspondent banks, large corporate and commercial clients
Customer Service Representative
Wells Fargo
Charlotte, NC
07.2013 - 06.2014
- Identifies and resolves customers issues and anticipates future needs by verifying account details explaining/providing suggesting additional information that the customer needs to know
- File claims for fraudulent and incorrect charges on accounts
- Meet established sales referral and promotional sales goals
- Met 6 month requirements necessary to move from phone banker 1 to phone banker 2 which included meeting average call handle time, sales, customer satisfaction, and followed daily schedule
- Accomplished highest sales and consistently exceeded personal monthly quotas, won salesperson of the quarter for having highest sales rate and selling most product services on a daily basis
- Averaged 100% on QA monitor calls; received multiple service excellence awards by following Wells Fargo's requirements
- Help customers and merchants identify services/products that best suited their needs
- Identifying fraudulent activity to prevent potential losses to the bank
Education
Business Management -
Central Piedmont Community College
07.2008
Skills
- Professionalism
- Written communication
- Verbal communication
- Interpersonal communication
- Ability to work in fast paced environments
- Multitasking
- Advanced knowledge of Microsoft Office Suite
- Excel
- Access
- Word
- Outlook
- Hogan
- IntelliMatch
- Reflection workspace
- Pega
- IntelliTrac
- Ops online
- Dedicated look up
- Payment Tracker
- Service Vision Platform
- Ability to learn processes and procedures
- Knowledge retention
- Analytical skills
- Attention to detail
- Accuracy
Timeline
Escalations Representative Manager/Training Coordinator Facilitator
Wells Fargo
06.2014 - Current
Customer Service Representative
Wells Fargo
07.2013 - 06.2014
Business Management -
Central Piedmont Community College