Pauline Wright
Winston-Salem,North Carolina
Overview
13
13
years of professional experience
Work History
Escalations Specialist
Wells Fargo Bank, N.A.
Charlotte, North Carolina
11.2015 - 11.2024
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Worked closely with other teams to identify trends in escalated cases. Sustained exceptional quality during escalations.
- Performed research on customer inquiries prior to escalating them for further review.
- Assisted in training new escalation specialists on procedures and processes. Mentored junior team members and managed employee relationships.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed daily customer inquiries via email
- Reviewed incoming emails and responded within established time frames.
- Composed detailed responses to customer complaints and escalated more difficult cases as needed.
- Developed training materials for new staff on email handling procedures.
- Performed quality assurance checks on outgoing messages prior to distribution.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing front-line customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
Senior Customer Service Specialist
Equity Lifestyle Properties
Gautier, MS
04.2014 - 10.2015
- Processed daily reservations and cancellations while ensuring accuracy of data entry.
- Answered incoming calls from customers regarding their reservations.
- Utilized computer systems to book and modify reservations, calculate rates, and enter special requests.
- Ensured that all guest information was accurately entered into the system and maintained confidentiality at all times.
- Verified credit card information for payment processing.
- Coordinated with other departments to ensure successful completion of reservations.
Quality Assurance Claims Reviewer
Brown Greer
Biloxi , MS
05.2012 - 10.2013
- Conducted interviews with claimants to obtain additional information needed to process claims.
- Reviewed and processed claims for accuracy, completeness, and compliance with company policy.
- Assessed the validity of submitted claims based on established criteria.
- Maintained detailed notes regarding all claim reviews in a secure database system.
- Managed multiple high-volume queues while meeting service level agreements.
- Identified potential fraud or abuse cases for further investigation by management team.
Education
Business Management
Midlands Technical College
West Columbia, SCSkills
- Customer Relationship Management
- Problem-solving abilities
- Reliability
- Customer service excellence
- Banking operations support
- Time management abilities
- Customer Retention
- Communication Skills
- Conflict Resolution
- Quality Assurance
- Service standard compliance
Timeline
Escalations Specialist
Wells Fargo Bank, N.A.
11.2015 - 11.2024
Senior Customer Service Specialist
Equity Lifestyle Properties
04.2014 - 10.2015
Quality Assurance Claims Reviewer
Brown Greer
05.2012 - 10.2013
Business Management
Midlands Technical College