Melissa Kelley
Covington,VA
Summary
Customer advocacy specialist with expertise in handling escalations and assisting front-end bankers. Proficient in maintaining call control and quality while accurately assessing customer needs. Strong communication skills and in-depth knowledge of financial services enhance problem-solving and conflict resolution capabilities. Proven track record in fraud detection and relationship building, ensuring positive customer experiences and promoting client trust.
Overview
9
9
years of professional experience
Work History
Phone Banker II, Escalations, Customer Advocacy
Wells Fargo
Roanoke, Virginia
09.2018 - Current
- Managed customer inquiries regarding account balances and transactions with efficiency.
- Resolved issues through effective communication and problem-solving techniques, as well as giving support to other bankers.
- Educated clients on bank products to improve banking experiences.
- Facilitated account transfers and banking transactions effectively.
- Processed payments securely while verifying customer identity over the phone.
- Utilized complex computer systems to retrieve accurate customer information.
- Identified customer needs and referred them to appropriate departments for assistance.
- Developed strong relationships with customers through excellent communication.
- Answered incoming calls from customers, providing customer service and resolving customer inquiries, while also handling front-line banking services, answering calls when someone wanted to escalate or file a complaint, and dealing with angry customers' problems while offering empathy and assurance that their concerns would be handled in a timely manner, giving timeframes and expectations of the process.
- Reporting identity theft, as well as elder abuse, and making sure that I comply with federal regulations.
Customer Service Phone Representative
Fanuel Group/Ezpass
Clifton Forge, Virginia
02.2017 - 09.2018
- Assisted customers with inquiries and provided product information via phone.
- Resolved customer complaints efficiently while maintaining professionalism and empathy.
- Documented customer interactions accurately in the customer relationship management system.
- Educated customers on product features and benefits to enhance their experience.
- Followed company policies to ensure compliance during customer interactions and transactions.
- Handled high call volumes while ensuring attention to detail in communication.
- Greeted customers warmly and ascertain problem or reason for calling.
- Processed orders, forms, applications, and requests.
Education
High School Diploma -
Alleghany High School
Covington, VA06-1987
Skills
- Customer advocacy
- Payment processing
- Issue resolution
- Transaction facilitation
- Risk reporting
- Relationship management
- Effective communication
- Attention to detail
- Problem solving
- Conflict resolution
- Conflict de-escalation
- Banking regulations compliance
- Script adherence
- Rapport building
- Time tracking
- Banking support
- Dispute coordination
- Goal orientation
- Call handling
- CRM software proficiency
- Account security management
- Communication skills
- Adaptability and flexibility
- Customer service excellence
- Discrepancy investigation
- Verbal and written communication skills
- Banking ethics awareness
- Reliability in service delivery
Timeline
Phone Banker II, Escalations, Customer Advocacy
Wells Fargo
09.2018 - Current
Customer Service Phone Representative
Fanuel Group/Ezpass
02.2017 - 09.2018
High School Diploma -
Alleghany High School