Matthew Sookikian
Columbia,South Carolina
Summary
Results-driven professional with over eleven years of experience in customer service and operations within banking. Demonstrated leadership in developing strategies that enhance efficiency and reduce risk. Extensive expertise in coaching, fraud resolution, and optimizing workflows. Committed to mentoring teams and achieving measurable business outcomes in high-growth environments.
Overview
12
12
years of professional experience
Work History
Lead Escalations Representative
Wells Fargo
Charlotte , NC
03.2023 - Current
- Executed improvements in issue resolution by taking ownership of customer Net Promoter Surveys, identifying escalated complaints and coaching opportunities through call listening, and following up with detractors, leading to a 4.6% increase in NPS score across the queue.
- Implement streamlined processes to identify outliers and operational risks, ensuring consistent follow-up and delivery of over 30 coaching sessions per month focused on relationship-building skills, complex financial needs, and connecting customers to digital banking solutions.
- Drove measurable improvements to service levels across several lines of business by assisting bankers on live calls to research complex customer issues and procedures.
- Created presentations and facilitated complaint handling and identity theft training for multiple departments to minimize operational risk and ensure regulatory compliance.
- Identified system outages and instigated major improvements to our procedures by bringing discrepancies and innovative ideas to the attention of our procedure writers.
- Collaborated with the department's Business Execution Consultant to develop strategic initiatives that defined and set performance expectations for the role.
- Minimized operational risk by compiling quality assurance deductions and bringing awareness of how to avoid them.
- Relayed call avoidance and other egregious behaviors to management which resulted in ensuring these behaviors are appropriately addressed and do not continue to adversely affect the customer experience.
Research Remediation Associate
Wells Fargo
Columbia, SC
01.2017 - 03.2023
- Handled identity theft intake calls for thousands of victims, securing unauthorized accounts and online banking to mitigate fraud risk while filing claims for Regulation E compliance and guiding victims to resources for identity protection.
- Partnered with the Everyday Banking Escalations department by presenting and facilitating identity theft training for their entire queue, so their department was able to begin intake for identity theft claims.
- Researched and resolved escalated high-dollar and high-profile inquiries and complaints, ensuring compliance with legal and regulatory standards through detailed documentation of findings.
- Performed intake to determine the course of action and conducted investigations to identify the processing of complex transactions online.
- 2+ years serving as a leader and subject matter expert for the department by aiding other representatives and associates via Teams chat to help them resolve more complex concerns on their live calls
- Chosen by leadership to mentor representatives, provide feedback, and train new hires onsite and virtually across multiple locations.
- Served as Accountability/Adherence Champion for my team, coaching peers on best practices and communicating daily about individual and collective performance.
- Negotiated and enacted settlements as an intermediary between parties to effectively resolve disputed matters.
- Promoted from the title of Research Remediation Representative 3 to Research Remediation Associate after displaying the ability to meet desired performance standards.
Phone Banker
Wells Fargo
Columbia, SC
02.2016 - 01.2017
- Answered customer inquiries and filed fraud disputes for consumer banking and credit card products via phone, resolving issues while navigating multiple computer systems in fast-paced environment.
- Delivered best-in-class customer experience while adhering to company guidelines, policies, and regulations.
- Met personal and team goals, including sales referral targets and call handling metrics, contributing to overall team success.
- Recognized as top performer, coaching bankers and facilitating presentations for team meetings to enhance training and collaboration.
Teller
Wells Fargo
Mount Pleasant, SC
01.2015 - 02.2016
- Delivered exceptional customer service by addressing banking needs and recommending relevant products and services to improve the customer banking experience.
- Coordinated transaction processing and balanced high cash volumes while reviewing branch documents and policies, assisting with cash shipments, managing online tasks, and overseeing ATM operations.
- Ensured compliance with security procedures and company policies to safeguard against financial losses. Analyzed negotiable items and customer activity in branch systems to detect fraud and mitigate risk exposure.
- Guided new tellers in their roles to ensure effective service delivery and adherence to operational standards.
Education
High School Diploma -
Summerville High School
Summerville05-2009
Skills
- Complaint resolution
- Drives operational excellence
- Risk Management
- Strong analytical skills
- Innovative thinking
- Time management
- Bias for action
- Adaptable
- Inclusive leadership
- Excellent interpersonal communication skills
- Integrity and professionalism
Accomplishments
- Formally recognized 30 times in 2026 by both peers and senior leadership for my contributions to the department and company as a whole
- Recognized Most Productive Banker in Customer Advocacy consistently
- 4-time Customer Advocacy Star Performer
Timeline
Lead Escalations Representative
Wells Fargo
03.2023 - Current
Research Remediation Associate
Wells Fargo
01.2017 - 03.2023
Phone Banker
Wells Fargo
02.2016 - 01.2017
Teller
Wells Fargo
01.2015 - 02.2016
High School Diploma -
Summerville High School