Marna Miller
Irving
Summary
Results-driven Senior Executive Complaints Analyst with a proven track record in customer resolution and regulatory compliance. Expertise in identifying process improvements and enhancing team collaboration to drive customer satisfaction. Dynamic professional with a proven track record in investigating complex customer complaints and driving process improvements. Skilled in training development and cross-functional collaboration, contributing to enhanced customer experiences and operational efficiency.
Overview
28
28
years of professional experience
Work History
Senior Executive Complaints Analyst
Wells Fargo
Irving
04.2016 - 06.2026
- Investigated and resolved complex executive and regulatory customer complaints, improving customer satisfaction and retention.
- Conducted detailed root cause analysis and collaborated with cross-functional teams to ensure regulatory compliance, preparing executive-level communications to align stakeholders.
- Identified process improvements that enhanced customer experience and mitigated operational risk, contributing to more effective complaint resolution processes.
- Oversaw compliance with regulatory requirements and internal policies across operations.
- Strengthened team dynamics by building rapport and trust with colleagues and management.
Lead Account Resolution Specialist
Wells Fargo
Irving
05.2010 - 04.2016
- Resolved complex delinquent accounts, minimizing financial losses and enhancing customer outcomes while guiding less experienced specialists.
- Collaborated with cross-functional teams to streamline account resolution processes, improving overall efficiency.
- Built strong analytical, negotiation, and leadership skills.
- Documented account interactions and resolutions in compliance with company policies.
- Processed payments from customers for outstanding accounts receivable balances.
- Met demands of busy collections group by performing high volume of daily calls.
Account Resolution Specialist-Early Stage
Wells Fargo
Irving
10.1998 - 05.2010
- Resolved complex delinquent accounts, minimizing financial losses and enhancing customer satisfaction.
- Negotiated dispute resolution and communicated resolution status to customers.
- Processed customer payments, ensuring timely updates to outstanding account balances. from customers for outstanding accounts receivable balances.
- Documented customer interactions and actions taken, facilitating effective follow-up and support. for actions and customer interactions.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Ensured compliance with federal and state collections laws and regulations.
Education
High School Diploma -
Canyon Springs High School
Moreno Valley, CA06-1989
Some College (No Degree) - General Studies
Riverside City College
Riverside, CASkills
- Process optimization
- Proficient with Microsoft Office digital systems
- Customer service
- Root cause analysis
- Regulatory knowledge
- Regulatory compliance tools
- Ability to train new employees
- Developing training programs
Timeline
Senior Executive Complaints Analyst
Wells Fargo
04.2016 - 06.2026
Lead Account Resolution Specialist
Wells Fargo
05.2010 - 04.2016
Account Resolution Specialist-Early Stage
Wells Fargo
10.1998 - 05.2010
High School Diploma -
Canyon Springs High School
Some College (No Degree) - General Studies
Riverside City College