Lanishia Williams
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
23
23
years of professional experience
Work History
Research and Remediation
Wells Fargo, NA
06.2017 - 06.2024
- Investigate and resolved escalated complaints forwarded by customers, management and third party individuals that required special handling weekly
- Served as primary contact for customers involved in the Jabbari Class Action Lawsuit or those affected by unauthorized account openings
- Uphold Wells Fargo reputation by providing professional and accurate responses to customer inquiries and escalations
- Utilized research and analytical skills to address complex customer concerns effectively regarding identity theft
Banker Coach
Wells Fargo, NA
06.2017 - 06.2024
- Led training initiatives for 100+ new hires, resulting in 40% improvement in first time resolution rate
- Played key role in launching a new Customer Care Department in San Antonio, TX, training over 50 employees
- Developed and organized training manuals, visual aids and other educational materials
- Maintained up-to-date knowledge of Wells Fargo policies and procedures, ensuring compliance and effective knowledge transfer within teams
- Provided coaching and mentoring to employees.
Personal Banker
Wells Fargo, NA
07.2001 - 06.2017
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Cross-sold bank products and services to meet customer needs and provide options.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
Education
Bachelor of Science - Elementary Education
Claflin University
Orangeburg, SCSkills
- Active listening
- Dependable and responsible
- Excellent communication
- Critical thinking
- Organization and time management
- Problem resolution
- Decision-making
- Teamwork and collaboration
- Problem-solving
- Friendly, positive attitude
Timeline
Research and Remediation
Wells Fargo, NA
06.2017 - 06.2024
Banker Coach
Wells Fargo, NA
06.2017 - 06.2024
Personal Banker
Wells Fargo, NA
07.2001 - 06.2017
Bachelor of Science - Elementary Education
Claflin University
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