Monyjok Aywak
Des Moines,Iowa
Summary
Motivated student with excellent critical thinking, learning abilities, effective communication, tremendous work ethic and a commitment to succeed. Seeking full time employment to apply skills, Implement Ideas and gain knowledgeable experience.
Overview
9
9
years of professional experience
Work History
Escalation Representative
Wells Fargo
Des Moines, IA
02.2024 - 09.2025
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
CALL CENTER AGENT TIER 2
Co-Op Financial Services
Des Moines, Iowa
01.2023 - 10.2023
- Built trust with credit union members through individual conversations resolved their issues and deescalated phone calls.
- Efficiently dealt with hundreds of credit unions and assisted each member with their daily transactions, questions, or concerns.
- Cross-trained and learned different tiers of training and processing methods.
MEMBER SERVICE REPRESENTATIVE
Financial Plus Credit Union
Des Moines, Iowa
12.2021 - 01.2023
- Enrolling new members at our financial institution by opening up their personal, loan and, business accounts.
- Handled members everyday cash transactions and processed credit card, mortgage, and auto loan payments.
- Fixed any account discrepancies and submitted fraud disputes and shut down compromised debit cards which an assuring and calm tone.
- Assist members with any online issues and helped them navigate through serveral online digital banking platforms.
- Notary of the state of Iowa
CUSTOMER SERVICE
Hy-Vee
Des Moines, Iowa
07.2016 - 07.2019
- Stocked items, worked the cash register, and assisted customers with their online grocery shopping.
- Worked with coworkers and management to complete tasks effectively and efficiently for our customers.
- Maintained a positive attitude and deescalated and resolved customer issues at all times.
Education
Master of Business Administration (M.B.A.) - Business Analytics
University of Iowa
Iowa City, IA05.2027
Associate in Science (A.S.) - Dental Hygiene
Iowa Western Community College
Council Bluffs, IA05.2020
Skills
- Time Management
- Computer Literacy
- Report Preparation
- Quality Assurance
- Customer/Co-worker Communication
- Positive Attitude
- Active Listening
- Problem Solving
- Strong Work Ethic
- Call Center Operations
- Data Entry
- Microsoft Office (Word, Excel, PowerPoint)
- Confidence
- Calm and Professional Under Pressure
LANGUAGES
Arabic Native
Shulik Native
English Native
References
Ervina Sulejmanovic
Lead Escalations Representative
+1 (515) 506-0687
Magdah Bresh
CNA manager
+1 (515) 561-4347
Keely Momm
Escalations Representative
+1 (515) 554-4756
Timeline
Escalation Representative
Wells Fargo
02.2024 - 09.2025
CALL CENTER AGENT TIER 2
Co-Op Financial Services
01.2023 - 10.2023
MEMBER SERVICE REPRESENTATIVE
Financial Plus Credit Union
12.2021 - 01.2023
CUSTOMER SERVICE
Hy-Vee
07.2016 - 07.2019
Associate in Science (A.S.) - Dental Hygiene
Iowa Western Community College
Master of Business Administration (M.B.A.) - Business Analytics
University of Iowa