MELODY VEENSTRA

• Review and Action accounts in accordance to procedure and policy
• Investigate and escalate potential high risk or fraudulent activity related to customer accounts
• Manage and respond to incoming claims in customer impacting queues
• Meeting & Exceeding results in KPI and QA
• Maintains awareness of process/system/organization changes to remain

Achievements

• Top performer in verification call volume and adherence
• Exceeded Expectations in agent Performance/TPH Q4 (including ramp up)
• Selected to join RDC Flex team - Chosen by leadership to be cross trained across business lines. Provides support to partner teams as needed. (ex: clear backlog or support high volume queue) Current: Legal Name Change, Customer Card Suspensions
• Selected to join Unblurred Lines work group - reviewing policy/procedure/processes to improve efficiency and implement where needed.
• Hack Month Team Captain
• Riskbusters Team- Selected to run team meetings/create slack deck, content etc
• Currently Enrolled in Google Project Manager Course

• Managed a team of 8-12 remote Customer Support Representatives across multiple time zones in a remote call center environment
• Supported agents providing excellent customer experience via phone, chat/messaging and email
• Collaborated with 24 hour support teams overseas; Philippines & India
• Reviewed weekly touch points, including coaching/training on areas of opportunity based on observations of calls and analysis of reporting
• Resolved escalations, complaints and complex high value client scenarios
• Monitored KPI, QA and SLA expectations to maintain high performance and responsiveness
• Weekly Quality Control Review with leadership and individual agents
• Partnered with recruiting to hire candidates and coordinated with training for on-boarding and ongoing learning process
• Implemented use of new software systems, including; Talkdesk/Helpdesk Looker, Lattice, Okta, Jira, Salesforce, Slack, Tableau, and Google Suite.

Project Highlights:

• Project Green Light: Implemented a system for employees to submit ideas for improvement across the company. Partnered with Project managers and engineering teams to create a streamlined submission and vetting process.

• Shift Swap System: Created for the subscription service team to be able to create a ticket request to swap shifts with another team member to submit to workforce management.

• Resolution Rate Round Table – Created and implemented training program - collected data by meeting top performing agents across the customer service pillar to discuss best practices. Once discussed, information would be shared with teams. Resulting in resolution rate increases weekly.

• Recruited and hired a staff of 6 direct reports within the first month of acquiring a new branch
• Inspected and maintained policy and procedures; coached team to adhere to Quality Assurance and organizational standards and understand Risk/Fraud mitigation and BSA/AML requirements
• Resolved escalations/complaints and maintained high touch customer relationships
• Maintained strong working relationships with other bank branches to coordinate marketing efforts and maximize exposure for both parties involved
• Created warm, welcoming and friendly customer service branch environment
• Developed sales, relationships and credit strategies to achieve desired revenue and service goals
• Direct all operational aspects including distribution operations, customer service, human resources, administration and sales
• Conducted performance reviews
• Weekly/Monthly/Quarterly touch points with each employee
• Analyzed sales reports, and P&I reporting to optimize Branch's profit.

• Directed a team of 5-10 high-performing members in a business/affluent branch setting at two locations
• Successfully spearheaded a team through extensive changes in Community Banking
• Managed people across entry-level to managerial levels; successfully promoted three team members to manager level
• Handled customer complaints and resolved issues - trained and implemented robust complaint process and procedure
• Prepared weekly reports for upper management
• Met with clients to discuss their financial needs and recommend products.

Notable Accomplishments:

• Top Performing NPS results quarter-over-quarter
• Top Performing Team Member Connection Survey results 2015-2018
• Led the team to 86.07% quarterly sales goals, 95.21% quarterly profit goals, 104% new account open goals, and 94% customer experience survey results for 2020-2021
• Appointed as one of the customer experience proponents for the Downtown district 2015-2021
• Completed Annual QA Review with top score in the market: 93% 2019, 94% 2020
• Diversity and Inclusion proponent 2018-2021; works with peers to organize quarterly and monthly volunteer events

My focus on exceptional customer service and leadership development has allowed me to develop skills and grow in the Customer Service and Finance Industry. Receiving consistent promotions in my 10 years with Wells Fargo.