Katherine Secolo
Phoenix,AZ
Summary
Accomplished Customer Service Manager with a proven track record at Wells Fargo, enhancing customer satisfaction and loyalty through effective complaint resolution and problem-solving. Skilled in handling escalations and training new hires, demonstrating exceptional time management and a results-driven approach. Achieved significant improvements in customer service metrics, showcasing a blend of hard and soft skills.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Blue Whale Car Wash
05.2023 - Current
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Senior Fraud and Claims Representative
Wells Fargo
10.2022 - 05.2023
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Posted payments to accounts and maintained records.
- Thoroughly researched each claim, closely following changing procedures.
- Drafted letters for each customer regarding the decision on their claim.
- Called customers for any follow up on claim decision or to get more information to help with claim decision.
Escalations Representative
Wells Fargo
02.2021 - 09.2022
- Handled customer complaints quickly and professionally to restore customer confidence.
- Answered questions and resolved concerns for customer support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Consistently stayed in compliance with quality assurance.
- Identified potential policy and regulatory violations.
Account Resolution Specialist
Wells Fargo
05.2019 - 02.2021
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Documented all actions performed and interactions with customers.
- Assessed individual situations and developed effective and appropriate resolutions.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Trained new team members on scripts, company services, and collection strategies.
Lead Teller
Wells Fargo
01.2019 - 05.2019
- Introduced customers to other bank team members to help meet financial needs.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Identified potential needs through observation, questioning, and listening.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Replenished ATM funds in empty canisters prior to validation process.
- Enforced compliance with bank regulations and policies to reduce financial risks.
Teller
Wells Fargo
03.2018 - 01.2019
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained friendly and professional customer interactions.
Education
Associate of Arts - General Studies
Portland Community College
Portland, OR05.2017
High School Diploma -
Sunset High School
Portland, OR06.2014
Skills
- Handling Escalations
- Complaint resolution
- One Call Resolution
- Call Center Operations
- Research and due diligence
- Problem-Solving
- New Hire Training
- Time Management
Timeline
Customer Service Manager
Blue Whale Car Wash
05.2023 - Current
Senior Fraud and Claims Representative
Wells Fargo
10.2022 - 05.2023
Escalations Representative
Wells Fargo
02.2021 - 09.2022
Account Resolution Specialist
Wells Fargo
05.2019 - 02.2021
Lead Teller
Wells Fargo
01.2019 - 05.2019
Teller
Wells Fargo
03.2018 - 01.2019
Associate of Arts - General Studies
Portland Community College
High School Diploma -
Sunset High School
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