Keely Mom
Des Moines,IA
Overview
5
5
years of professional experience
Work History
Senior Escalations Representative
Wells Fargo
03.2024 - Current
- Lead the investigation and resolution of complex escalated complaints, collaborating across business units and systems to ensure compliance and enhance customer satisfaction.
- Analyze escalated cases to identify root causes, propose workflow improvements, and implement policy interpretations to prevent recurrence.
- Serve as a subject matter expert to internal teams, mentoring colleagues on escalation protocol and system usage for consistent resolution practices.
- Partner with internal departments (IT, Risk, Compliance) to enhance communication processes and support enterprise-wide issue resolution.
- Restore client trust by facilitating transparent, cross-functional issue reviews and driving timely outcomes for high-impact cases.
Client Service Associate
Principal Financial Group
06.2021 - 08.2023
- Managed 400+ Defined Contribution retirement plans totaling up to $5 million per client, serving as the primary contact for all administrative and technical support needs.
- Facilitated over 200+ annual retirement planning meetings, providing consultative insights and recommending workflow enhancements for sponsors and participants.
- Partnered with IT and internal systems teams to track, update, and resolve 500+ service tickets monthly using Salesforce; contributed to continuous system improvement initiatives.
- Mentored and trained 20+ new associates on internal systems, customer support tools, and compliance protocols.
- Provided analytical reporting and data insights using Salesforce and Excel to support client requests, product enhancements, and internal projects.
- Supported Single Sign-On access and collaborated with internal IT teams for troubleshooting secure login and portal access issues.
IT Marketing Intern
Bankers Trust
07.2020 - 06.2021
- Developed and executed project transition strategies, aligning business needs with operational goals and internal policies.
- Created deployment schedules, training materials, and led 30+ sessions to support the rollout of two enterprise applications and drive smooth user adoption.
- Distributed company-wide communications (900+ employees) and collected feedback from 100+ staff to inform system improvements and enhance readiness.
Education
Bachelor of Science - Marketing
Iowa State University
05.2021
Associate of Arts - Business Administration & Management
Des Moines Area Community College
05.2019
Skills
- Client Escalations & Conflict Resolution
- Process Improvement
- Defined Contribution Plan Administration
- Cross-Functional Collaboration
- Customer-Centric Mindset
- Project Planning and Management
- Training and Development
- CRM Database & Case Management (Salesforce, Pega)
- Microsoft Dynamics, Word, Powerpoint, Excel, Office 365
Timeline
Senior Escalations Representative
Wells Fargo
03.2024 - Current
Client Service Associate
Principal Financial Group
06.2021 - 08.2023
IT Marketing Intern
Bankers Trust
07.2020 - 06.2021
Bachelor of Science - Marketing
Iowa State University
Associate of Arts - Business Administration & Management
Des Moines Area Community College
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Riley GoemannRiley Goemann
Landscape Foreman at Designs By DayLandscape Foreman at Designs By Day