Megan Allen
Des Moines,IA
Summary
Accomplished Senior Escalations Representative at Wells Fargo, adept in needs analysis and cross-functional team development. Excelled in enhancing customer relations and streamlining operations, achieving significant performance improvements. Skilled in data entry and staff training, I lead initiatives that bolstered efficiency and compliance, demonstrating a goal-oriented mindset and a commitment to excellence.
Overview
10
10
years of professional experience
Work History
Senior Escalations Representative
Wells Fargo
West Des Moines, IA
08.2021 - Current
- Oversaw quality control to identify inconsistencies and malfunctions.
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Answered customer inquiries promptly and professionally.
- Trained new representatives on product knowledge, sales strategies, and company policies.
- Audited company's legal documents to verify compliant policies and procedures.
- Identified needs of customers promptly and efficiently.
- Assisted customers with order placement, returns, exchanges, and refunds.
- Participated in regular team meetings to discuss performance, strategies, and goals.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Escalated unresolved issues to appropriate departments for further investigation.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assessed company operations for compliance with safety standards.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
Client Service Consultant
Wells Fargo
West Des Moines, IA
10.2019 - 08.2021
- Worked closely with accounting department to ensure accuracy of billing systems.
- Maintained a database of current pricing information for all products and services offered by the company.
- Provided technical support to sales staff regarding product pricing structures.
- Reviewed customer accounts regularly to ensure correct billing amounts were being charged.
- Worked closely with other departments within the organization to ensure proper procedures were followed in regards to account maintenance processes.
- Ensured that all legal requirements associated with maintaining customer accounts were met.
- Conducted regular audits of customer accounts to ensure accuracy in account information and transactions.
- Researched and resolved customer inquiries related to account maintenance issues.
- Reviewed software release notes prior to production deployment to verify accuracy of changes implemented.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Utilized SQL queries to validate data integrity and accuracy across different systems.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
Operations Processor
Wells Fargo
Des Moines, IA
07.2016 - 10.2019
- Investigated and resolved variances with inventory records.
- Maintained positive working relationship with fellow staff and management.
- Conducted regular audits of inventory records in order to identify any discrepancies or errors.
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Adapted teaching methods according to the needs of individual learners or groups.
Soldier
Iowa Army National Guard
Johnston, IA
04.2015 - 02.2016
- Participated in team-based tactical exercises focusing on effective communication and strategy implementation.
- Maintained accountability of assigned equipment and supplies to ensure readiness for operations.
- Displayed leadership in accomplishing assignments and learning new skills.
- Led small teams in drill and ceremony practices, fostering discipline and cohesion.
- Followed orders and carried out mission directives with professionalism and compassion despite chaotic and emotionally stressful circumstances.
- Worked in small groups to accomplish complex goals within tight deadlines and standards.
Education
High School Diploma -
Urbandale High School
Urbandale, IA05-2010
Some College (No Degree) - Emergency Medicine
Des Moines Area Community College
Ankeny, IASome College (No Degree) - Certified Nurse Assistant
Signature Healthcare
West Des MoinesSkills
- Needs analysis
- Performance improvement
- Cross-functional team development
- Client service
- Telephone reception
- Paperwork processing
- Records management
- Performance tracking
- Data entry proficiency
- Goal-oriented mindset
- Staff training
- Account servicing
- Customer relations
- Systems and software expertise
Accomplishments
- Two time winner of Service Excellence Award
References
References available upon request.
Timeline
Senior Escalations Representative
Wells Fargo
08.2021 - Current
Client Service Consultant
Wells Fargo
10.2019 - 08.2021
Operations Processor
Wells Fargo
07.2016 - 10.2019
Soldier
Iowa Army National Guard
04.2015 - 02.2016
High School Diploma -
Urbandale High School
Some College (No Degree) - Emergency Medicine
Des Moines Area Community College
Some College (No Degree) - Certified Nurse Assistant
Signature Healthcare
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