MELISSA ESCOLAR
Tempe,AZ
Summary
Highly motivated banking professional with a strong focus on effective communication and quick thinking. Thrives in fast-paced environments, both as a team member and when working independently. Known for delivering exceptional customer service and possessing excellent communication skills. Committed to process improvement, dedicated to finding ways to enhance efficiency and effectiveness. Friendly and approachable demeanor excelling as a team player, fostering collaboration and achieving shared goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Wells Fargo Bank, ACH Received Services
06.2014 - Current
- Complete all required Compliance
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Addressed customers courteously using suitable methods and problem-solving skills
- Assisted with mentoring new employees during and after training
- Delivered training presentations on ACH procedures to new hires, ensuring a smooth onboarding experience for team members.
- Maintained internal documentation of ACH policies and guidelines, updating materials as needed to reflect industry standards and best practices.
- Reduced errors in ACH transactions by providing comprehensive training to team members on industry best practices.
- Managed high volumes of incoming and outgoing transactions daily, prioritizing tasks effectively to meet deadlines.
- Ensured compliance with NACHA rules and regulations, maintaining a strong understanding of relevant policies and requirements.
- Collaborated with internal departments to resolve ACH-related issues promptly, ensuring customer satisfaction and timely processing.
- Played a pivotal role in managing complex customer escalations involving sensitive financial information and transactions.
Technical Service Specialist 2, ECS Customer Care
Wells Fargo Bank
01.2014 - 06.2014
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Addressed customers courteously using suitable methods and problem-solving skills
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Managed high call volumes with exceptional time management and multitasking skills.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
Technical Service Specialist 1 & 2
Wells Fargo Bank ACH Received Department
04.2006 - 01.2014
- Addressed customers courteously using suitable methods and problem-solving skills
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer inquiries
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Responded to customer requests for products, services, and company information.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Reduced errors in ACH transactions by providing comprehensive training to team members on industry best practices.
- Enhanced transaction processing accuracy by implementing effective ACH procedures and guidelines.
- Ensured compliance with NACHA rules and regulations, maintaining a strong understanding of relevant policies and requirements.
- Facilitated cross-functional collaboration between departments involved in ACH processing, fostering a collaborative work environment.
Data Processing Clerk, Operations Processor 3
Wells Fargo Wires and Risk Department
02.2000 - 04.2006
- Working in the Wire Transfer Dept, initiating wires for customers and processing incoming and outgoing wires for Wells Fargo customers quickly
- Prioritized competing tasks to meet high-volume targets
- Trained new team members in company policies and established work processes
- Reduced errors with meticulous attention to detail during data entry and verification processes.
- Supported system upgrades by thoroughly testing new software features before implementation, minimizing disruptions in daily operations.
- Optimized workflow through effective prioritization of tasks and proactive problem-solving skills.
- Completed data entry tasks with accuracy and efficiency.
- Reduced errors in wire transfer transactions by conducting thorough reviews and maintaining attention to detail.
- Managed high-volume wire transfer requests efficiently, prioritizing tasks to meet tight deadlines without sacrificing accuracy.
- Established strong relationships with banking partners, facilitating smooth transactions and promoting effective communication channels.
- Assisted customers with inquiries regarding wire transfers status or process-related questions successfully resolving their concerns while adhering to confidentiality standards.
Education
HIGH SCHOOL DIPLOMA - STUDIES
Maryvale High School
Phoenix, AZ05.1996
Skills
- Good communication skills
- Call center experience
- Excellent written and oral communication
- Complaint resolution
- Senior leadership support
- Professional telephone demeanor
- Prioritization
- Research
- Adaptive team player
- Positive and professional
- Banking operations support
- Problem-solving abilities
- Multitasking
Certification
Accredited ACH Professional
Timeline
Customer Service Specialist
Wells Fargo Bank, ACH Received Services
06.2014 - Current
Technical Service Specialist 2, ECS Customer Care
Wells Fargo Bank
01.2014 - 06.2014
Technical Service Specialist 1 & 2
Wells Fargo Bank ACH Received Department
04.2006 - 01.2014
Data Processing Clerk, Operations Processor 3
Wells Fargo Wires and Risk Department
02.2000 - 04.2006
Accredited ACH Professional
HIGH SCHOOL DIPLOMA - STUDIES
Maryvale High School
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