Mohamed Kadi
Senior Escalation Specialist
Minneapolis,MN
Summary
Proficient Senior Escalation Specialist with demonstrated expertise in both independent and collaborative work across diverse departments. Possesses exceptional organizational and communication skills, enabling quick, effective problem-solving in high-pressure environments. Adept at managing multiple tasks with precision and efficiency, while consistently maintaining the highest standards of professionalism and confidentiality.
Overview
11
11
years of professional experience
18
18
years of post-secondary education
Work History
Senior Escalation Specialist
Wells Fargo
Minneapolis
12.2019 - Current
- Researched product and account information, terms, conditions, contracts and other legal documents
- Responded independently to the highest level escalated complaints
- Handled inbound/outbound calls with internal and external customers regarding Auto loan products and services that are the most high visibility, high risk and/or regulatory in nature
- Communicated with customers, executives, agencies, regulatory/governmental representatives, bankers and/or others to ensure resolution of escalated matters clearly documents identified risks and/or problems
- Created correspondence as needed, processes complex and/or corrective transactions online including monetary and non-monetary actions.
Customer Service Agent
JetBlue
Minneapolis, MN
11.2020 - 04.2022
- Performed account lookups, verified travel documentation, and provided information to travelers to ensure safe boarding and proper accommodations.
- Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria.
- Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters.
- Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations.
- Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors.
- Use multiple internal resources/systems including during customer interactions
Banker
Wells Fargo Bank
Minneapolis
07.2016 - 12.2019
- Good knowledge of MS Office; knowledge of banking software
- Cash handling and basic math knowledge
- Processed new account transactions, assisting customers in their selection of accounts and financial services
- Evaluated client debts, obligations, and spending habits to identify sources of liability and areas of potential strength
- Met with new bank customers to explain all the services and features the bank has to offer
- Worked with and advised customers in opening accounts and performing transactions.
Experience Intern
Wells Fargo Home Mortgage
Minneapolis
05.2013 - 08.2013
- Provided friendly customer service by answering questions, working with accuracy and efficiency as a summer intern.
- Assisted with research and information gathering for various projects.
- Performed data entry for consumer mortgages, worked within the core operating system to update loan records.
- Provided friendly, accurate service to all members and employees
- Awarded certificate of appreciation for attendance.
- Utilized company software and databases to input and retrieve critical mortgage information.
Education
Bachelor of Arts - Business Management
University of Minnesota
Minneapolis, MN 05.2001 - 05.2019
Skills
Problem Solving
Risk Management
Team Collaboration
Attention to Details
Compliance Knowledge
De-Escalation Techniques
Effective Communication
Complaint Handling
Technical Proficiency
Conflict Resolution
Adaptability
Ethical Judgement
Timeline
Customer Service Agent
JetBlue
11.2020 - 04.2022
Senior Escalation Specialist
Wells Fargo
12.2019 - Current
Banker
Wells Fargo Bank
07.2016 - 12.2019
Experience Intern
Wells Fargo Home Mortgage
05.2013 - 08.2013
Bachelor of Arts - Business Management
University of Minnesota
05.2001 - 05.2019