NASTASSYA WRIGHT
Columbia,South Carolina
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. A Customer Service Representative that brings top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CUSTOMER REMEDIATION SPECIALIST
Wells Fargo
12.2020 - 01.2024
- Responds independently to inquiries and complaints from customers
- Gather information from customers to determine the appropriate course of action which could include conducting investigative steps to fully identify the issues, such as processing complex transactions
- Ability to navigate multiple computer system windows and applications such as Hogan and eTran Operations Image Browser (OIB)
- Ability to create cases to track customer feedback in the case management system, Escalation issue Tracking System (EITS)
- Provide leadership skills by coaching, training, and mentoring to my team members as well as new hires
- Motivate peers, and assist with any concerns as Chat Lead while managers and analysts are unavailable
- Excellent verbal, written, and interpersonal communication skills
- Excellent in Microsoft Word, Excel, PowerPoint Experience
- Ability to achieve goals, prioritize work, meet deadlines and work under pressure in a complex environment
- Review cases to ensure accuracy for risk and compliance purposes.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Team Manager
Sykes Enterprises, Inc.
12.2011 - 09.2016
- Managed and directed all aspects of incoming call center operations
- Developed new procedures / inducements to address attendance
- Built rapport and trust quickly with clients and colleagues
- Ensured call center is achieving maximum profitability/ effectiveness
- Ensured calls are answered by staff within agreed time scales
- Setting call center and customer service targets
- Coaching, and motivating people at pace
- Randomly monitoring calls to ensure that standards are high
- Managing information and statistics
- Managing staff bonus, reward and incentive schemes
- Attending weekly meeting to review progress and any problems.
- Evaluated employee performance on a weekly basis and coached and trained 170 team members, increasing quality of work and employee motivation.
Education
No Degree - Healthcare Management And Business
Colorado Technical University
Colorado Springs, CO06.2026
High School Diploma -
Wyandanch Memorial High School
Wyandanch, NY06.2009
Skills
- Call Management
- Consultative Sales
- Product Knowledge
- Information Security
- Data Entry
- Data Collection
- Complaint resolution
- Account updating
- Clerical Support
- Lead Generation
- Administrative Support
Certification
- CPR/First Aid, 09/01/16, Present
- First Responder, 09/01/16, Present
- CDL A License - Fully Endorsed
Personal Information
Title: CUSTOMER REMEDIATION SPECIALIST
Timeline
CUSTOMER REMEDIATION SPECIALIST
Wells Fargo
12.2020 - 01.2024
Team Manager
Sykes Enterprises, Inc.
12.2011 - 09.2016
No Degree - Healthcare Management And Business
Colorado Technical University
High School Diploma -
Wyandanch Memorial High School
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