Rachel Casey
Minneapolis,MN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Wells Fargo
Minneapolis , MN
04.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Effective liaison between customers and internal departments.
- Processed payments, deferments and customer complaints when needed.
- Recorded actions taken, issues resolved and documented information to effectively mange customer accounts.
- Managed over 100 customer calls per day.
- Provided primary customer support to internal and external customers.
Loan Processor
Wells Fargo Home Mortgage
03.2015 - 08.2016
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Handled any conditions sent from underwriting departments.
- Coordinated closing process with attorneys, title companies and government clerks.
- Meet crucial deadlines while providing outstanding customer service.
Teller
Wells Fargo Bank, N.A.
02.2013 - 03.2015
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Responsible for opening and closing branch, counting my personal drawer and vaults.
Intake Coordinator
Institute For Minority Development
04.2008 - 02.2013
- Supported office staff and operational requirements with administrative tasks.
- Organized paperwork such as charts and reports for office and patient needs.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Maintained current and accurate medical records for patients.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Completed and filed financial documentation for accounting purposes.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments and referral information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Entered referrals into appropriate system based on type of referral obtained.
- Interacted with insurance providers to obtain necessary documents to complete registration.
- Explained eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Carried out front office duties utilizing data entry skills in framework of medical database.
Receptionist
Stubner Properties
01.2005 - 03.2008
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Corresponded with clients through email, telephone or postal mail.
- Answered phone promptly and directed incoming calls to correct offices.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled and confirmed appointments and meetings for senior management team.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Kept records in CRM to maintain customer data.
Receptionist
Kamara Cleaning Co.
01.2002 - 07.2005
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Corresponded with clients through email, telephone or postal mail.
- Answered phone promptly and directed incoming calls to correct offices.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Performed other tasks assigned by management.
Education
High School Diploma -
Park Center Senior High
Brooklyn Park, MNSkills
- Customer Account Management
- Call Documentation
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Understanding Customer Needs
- Inbound and Outbound Calling
- Customer Service and Assistance
- Customer Inquiry Response
- Computer Proficiency
- Call Volume and Quality Metrics
Timeline
Customer Service Representative
Wells Fargo
04.2018 - Current
Loan Processor
Wells Fargo Home Mortgage
03.2015 - 08.2016
Teller
Wells Fargo Bank, N.A.
02.2013 - 03.2015
Intake Coordinator
Institute For Minority Development
04.2008 - 02.2013
Receptionist
Stubner Properties
01.2005 - 03.2008
Receptionist
Kamara Cleaning Co.
01.2002 - 07.2005
High School Diploma -
Park Center Senior High
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