Maydeli Moreno
Aloha,OR
Summary
Bilingual: Spanish and English. High attention to Detail and proven problem-solving skills, strong analytical, critical, and conceptual thinking Ability to lead, train and provide feedback in a fast-paced environment to staff and corresponding management. Proven decision-making skills while mitigating risk for the company and the customer. Proven efficiency in a high-paced environment, effectively managing multiple assignments with no supervision. Self-starter with excellent time management skills. Proven ability to clearly communicate department processes and functions Manage time effectively and efficiently Ability to interact with all levels of an organization. Ability to handle multiple projects simultaneously with a high degree of accuracy. Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
15
15
years of professional experience
Work History
Lead Escalations Representative (Executive Office Team Lead)
Wells Fargo
11.2019 - 10.2023
- Lead, train, and provide feedback to case specialist
- Ongoing development coaching with new hires and tenure case specialist
- Root cause analysis
- Assist identifying primary complaint issues and providing recommendations to address the root cause of those complaints
- Pull and create daily reports to work and prioritize backlog cases
- Collaborate with management and other groups to identify best practices, create, or update procedures, and ensure they align across the different line of businesses in an effort to mitigate risk
- Daily review of Case Specialist’s cases, their response, and the research done to ensure it meets the Complaint Management policies and pass pre and post quality reviews
- Participate in procedure working sessions as a SME, as well as submit for policies and procedure corrections.
Executive Office Case Specialist 2
Wells Fargo
11.2015 - 11.2019
- Research, analyze, and resolve high-risk escalations and mandatory complaints received by the Overdraft Collections and Recovery Executive Office department while mitigating risk for the company
- Communicate a response by phone or in writing to the customer and/or stakeholders
- Communicate with other Line of businesses or departments to solve a wide range of complaints including but not limited to, fees, account closures, or more complex regarding discrimination, Code of Ethics, Privacy, Regulatory, Legal, and Public/Social Media threat
- Assisted with the creation of the Overdraft Deposit Collections and Recovery training material, as well as their implementation
- Collaborate with the Deposit Product Dispute team to research, validate, and/or dispute Early Warning Services reporting.
Financial Crimes Team Lead (CCS Dispute Associate of Escalations)
Wells Fargo
07.2013 - 11.2015
- Reviewing, resolving, and/or making on the spot decisions regarding dispute decisions on escalated calls to try to mitigate risk and maintain customer service
- Communicate information verbally or in writing to team members, customers, bankers, merchants, other line of businesses and senior management
- Training and coaching staff of 15 team members, setting and meeting or exceeding performance standards by using strong analytical and problem-solving skills along with the demonstrated ability to relate to others and build rapport with all levels of staff
- Created and/or pulled performance and productivity reports for the team, team members, and Team leads.
Financial Crimes Specialist 3 (Research Remediation Representative 3)
Wells Fargo
02.2009 - 07.2013
- Responsible for responding to routine to complex inquiries or complaints from internal and external customers regarding unauthorized or unrecognized products and services
- Duties include processing transactions on-line, researching product information, terms, conditions, contracts, etc
- Resolving complex problems, and inquiries.
Education
Bachelor’s Degree in Marketing And Advertising -
Istmo University
Panamá, Panama01.1993
Bachelor of Commerce – Bilingual Secretary -
Escuela Panama-Panama School
01.1988
Accomplishments Training
- Bilingual Certification, Household Bank (2002)
- Management Course McDonalds- Main Office (1997)
- ESL Sylvan PCC (1994Transitioning to a Manager Role
- Licensed Massage Therapist, Ashmead College (2005)
- Heroes Nomination/Team Excellence Award/Shared Success Award/Services Excellence Award
- Developing Diversity Self Awareness
- Customer for Life
- Coaching Fundamentals
- On the Mark Communication
- Brand Fundamentals Code
Languages
Spanish
Native or Bilingual
Timeline
Lead Escalations Representative (Executive Office Team Lead)
Wells Fargo
11.2019 - 10.2023
Executive Office Case Specialist 2
Wells Fargo
11.2015 - 11.2019
Financial Crimes Team Lead (CCS Dispute Associate of Escalations)
Wells Fargo
07.2013 - 11.2015
Financial Crimes Specialist 3 (Research Remediation Representative 3)
Wells Fargo
02.2009 - 07.2013
Bachelor’s Degree in Marketing And Advertising -
Istmo University
Bachelor of Commerce – Bilingual Secretary -
Escuela Panama-Panama School
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