JOY COLE
Anna,TX
Summary
Accomplished Business Banker and Help Desk Support Specialist with a proven track record at Wells Fargo, adept in financial services and remote technical support. Excelled in enhancing customer satisfaction through analytical thinking and corporate communications, achieving $4 million in revenue annually. Skilled in Microsoft Windows and Office, demonstrating exceptional professionalism and customer support.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
Aventiv Technologies
02.2020 - Current
- Analyzed trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing
- Evaluated customer inquiries via incoming e-mails
- Diagnosed and resolved technical hardware and software issues involving network connectivity, software feature performance, hardware functionality, etc
- Provided escalation responses to inquiries within measured time frames
- Provided accounting, technical, and/or administrative problem resolutions for several correctional facilities
Business Banker
Wells Fargo
09.2007 - 02.2018
- Promoted business banking products of POS systems, payroll services, lines & loans, credit, and depository accounts
- Attained new leads with presentations, referrals, and sales meetings
- Guided clients in financial plan development, applying individual criteria to formulate advantageous strategies
- Achieved $4 Million in revenue per year selling special financial services
- Supported intermediate duties and support related to branch operations
Customer Account Executive
Comcast
10.2000 - 08.2007
- Corresponded with customers' incoming telephone calls and requests for information
- Processed customer exchanges, refunds, and bill adjustments to correct product or service problems
- Coordinated with internal departments to find resolutions and conduct further research on customer accounts
- Handled problematic repair calls for TV, Internet, and phone service
- Scheduled state-specific regulation digging for residential and business clients
Education
Bachelor of Science (B.S.) - Information Assurance and Cybersecurity
Capella University
Diploma -
Deptford Township High Scool
Skills
- Highly Professional
- Microsoft Windows and Office
- Remote Technical Support
- Financial Services
- Customer Support
- Loan Origination
- Corporate Communications
- Internet Security
- Analytical Thinking
Certification
NMLS Licensed Loan Originator, 1043848
Awards
Wells Fargo Gold Club Banker
Organizations
- Aventiv Cybersecurity Champions
- Women In Technology (WIT)
- Black Employee Network (BEN)
Timeline
Help Desk Support Specialist
Aventiv Technologies
02.2020 - Current
Business Banker
Wells Fargo
09.2007 - 02.2018
Customer Account Executive
Comcast
10.2000 - 08.2007
Bachelor of Science (B.S.) - Information Assurance and Cybersecurity
Capella University
Diploma -
Deptford Township High Scool