Summary
Overview
Work History
Skills
Timeline
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Madison Griggs

442 E 700 N,UT

Summary

Results-oriented professional prepared for resolving complex customer issues. Brings valuable experience in handling escalated complaints, improving customer satisfaction, and fostering positive outcomes. Known for strong team collaboration and adaptability. Proficient in conflict resolution and maintaining high standards under pressure.

Overview

15
15
years of professional experience

Work History

Lead Escalated Complaints Specialist

Wells Fargo Bank
04.2016 - Current
  • Working directly with 1,000's of customers resolving financial transaction disputes.
  • Adherence to strict banking policies, regulations and procedures.
  • Organization and clear documentation regarding each individual claim.
  • Accountability for actions to assist in resolutions of bankers and customers.
  • Dedication to compliance, policies, procedures and resolutions for any money movement issues.
  • Assisting customers and bankers with escalations regarding their account or services.
  • Assisting in training coworkers to help navigate and understand procedures so they may increase their productivity.
  • Continued training bankers form multiple locations to ensure quality and accurate information is being provided to our customers.
  • Streamlined complaint handling process for faster resolution and improved customer experience.
  • Improved team productivity by sharing best practices and coaching colleagues on effective complaint resolution techniques.
  • Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
  • Implemented regular feedback sessions with team members, promoting open communication and continuous improvement in complaint handling processes.
  • Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.

Clinic Manager

Massage Envy-Union Heights
04.2015 - 04.2016
  • Training of policies and procedures for new employees.
  • Scheduling of client services and 21+ employees.
  • Product and inventory purchases for store location.
  • Providing the state proper documentation regarding individual licensures.

Career Services Manager

Utah College of Massage Therapy
08.2012 - 04.2015
  • Responsible for student tuition payments, inventory and orders.
  • Organization and tracking of all student and graduate files.
  • Assisting graduates with fulfilling their goals in the Massage/Skin Industry.
  • Maintaining and meeting weekly & monthly goals for accreditation purposes.
  • Schedule informational workshops, events and recruiting events around the campus.
  • Keeping up to date on all changes in licensure and speaking with licensing agencies.
  • Assist in training other campuses on policy and procedures of the company.

Assistant Manager

Elements Massage
01.2014 - 06.2014
  • Responsible for Massage Therapist and Front Desk schedules and appointment availability.
  • Provide a calm environment in emergency situations.

Front Desk Manager/ ESL Teacher

A1 English Schools
02.2010 - 09.2010
  • Responsible for keeping students accounts current.
  • Taught English as a second language for adults.
  • Enrolled new students and assisted them with obtaining the necessary books.

Skills

  • Company policy support
  • Cross-functional coordination
  • Complaint analysis
  • Microsoft office
  • Complaint handling
  • Problem-solving
  • Teamwork and collaboration
  • Time management
  • Attention to detail

Timeline

Lead Escalated Complaints Specialist

Wells Fargo Bank
04.2016 - Current

Clinic Manager

Massage Envy-Union Heights
04.2015 - 04.2016

Assistant Manager

Elements Massage
01.2014 - 06.2014

Career Services Manager

Utah College of Massage Therapy
08.2012 - 04.2015

Front Desk Manager/ ESL Teacher

A1 English Schools
02.2010 - 09.2010

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Madison Griggs