Keely Mom
Des Moines,IA
Summary
Education
Iowa State University
Bachelor of Science in Marketing
Minor: Management and Management Information Systems
Overview
4
4
years of professional experience
Work History
Senior Escalations Representative (Contract)
Wells Fargo
02.2024 - Current
- Respond independently to 50+ complaints monthly escalated at the highest level regarding Enterprise Complaints and Remediation.
- Provide subject matter expertise and interpretation of procedures to support less experienced individuals in providing resolutions for client inquiries and complaints.
- Develop and maintain positive customer relations and coordinate with team members to properly handle escalated requests.
- Determine appropriate course of action and conduct investigative steps to fully identify escalated customer issues.
- Handle customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Client Service Associate
Principal Financial Group
06.2021 - 08.2023
- Educate and manage retirement plans for 400+ clients with assets up to $5 million.
- Organize and conduct over 200 retirement planning meetings annually, delivering expert, personalized service that strengthens client relationships and enhances their financial understanding.
- Utilize Salesforce to meticulously prepare and submit database statistics, tracking over 500 cases and communications monthly.
- Achieve daily client interactions with a high-volume workload, consistently maintaining a positive attitude and achieving a client satisfaction rate of over 95%.
- Mentor and train 20+ new hires, ensuring their ability to effectively balance all aspects of the position, and provide assistance on helpline, resulting in a 25% reduction in customer wait times.
IT Marketing Intern
Bankers Trust
07.2020 - 06.2021
- Study objectives, company policies, and needs of the organization to develop strategies that will provide a smooth transition for upcoming projects.
- Regularly create engaging marketing announcements, reaching a company-wide audience of 900+ employees, ensuring timely information on company news and upcoming projects.
- Successfully create deployment schedules and comprehensive training materials for the seamless introduction of 2 new applications.
- Facilitated and managed 30+ live training sessions for employees to ensure client user adoption.
- Coordinate a company-wide employee survey, collecting feedback from 100+ participants to enhance transition process of projects and proactively address system issues.
Skills
- Marketing Communications
- CRM Database
- Digital and Content Marketing
- Project Planning and Management
- Detail-Oriented
- Conflict Resolution
- Strategic Planning
- Time Management
- Sales Development
- Microsoft Dynamics, Word, Powerpoint, Excel, Office 365
- Salesforce
Timeline
Senior Escalations Representative (Contract)
Wells Fargo
02.2024 - Current
Client Service Associate
Principal Financial Group
06.2021 - 08.2023
IT Marketing Intern
Bankers Trust
07.2020 - 06.2021
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