Microsoft
RE'TONIKA MCKINNON
Charlotte,NC
Summary
Experienced business professional skilled in relationship building, strategic planning, and project implementation. Emphasizes transparent communication and feedback for successful outcomes. Seeking a role to utilize these skills for driving positive results and contributing to organizational growth.
Overview
7
7
years of professional experience
Work History
Brokerage Service Representative
Wells Fargo
01.2025 - Current
- Assisted clients with account-related issues, resolving problems quickly to maintain satisfaction.
- Mange risk by following all policies and procedures and staying abreast of changes to them.
- helping filling out forms and making correction
- working with different departments to achieve the best customer service experience for clients.
- moving money for customer while educating them on the best resolution.
- advocate for digital services such as online delivery of statements, esign paperwork, and other documents, and other digital opportunities as needed, also help with web negation.
- account maintenance
- Assisted high-net-worth clients by providing personalized solutions tailored to their unique needs and goals.
- Facilitated smooth account transfers, ensuring a seamless transition for clients during their move between institutions.
- Increased client satisfaction by providing exceptional customer service and promptly addressing inquiries.
TRIAGE
ALLSTATE
07.2020 - 10.2024
- Work with Individual Employees through chat while on calls.
- Tech Triage Team - T3 Review
- Monitor Aux 7 (CMS Avaya) – reach out to representative to see if help is needed
- Determine if root cause of issue is process or technical
- Follow up on restarts for root cause
- Work with Rep to open ticket with ATSC
- Monitor ATSC ticket escalation
- Collaborate with ATSC escalation team and/or vendors
- Document each contact on T3 Root Cause Interaction Log
- Provide feedback/updates to leader
- Help new hire onboarding
- order replacement equipment for broken or damaged equipment
- working on special projects (microsoft 11 upgrade)
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
ATSC CUSTOMER TECHNICAL SUPPORT
ALLSTATE
12.2019 - 07.2020
- Achieved and maintained office metrics month over month
- Consistent First Call Technical Resolution above 91%
- Leveraged previous experience in CCC to act as Subject Matter Expert within ATSC units
- Performed Knowledge Article updates to streamline business unit solution based on CCC knowledge
UNLICENSED SERVICE REPRESENTATIVE CCC
ALLSTATE
11.2017 - 12.2019
- Maintained policies through client request processing, secured payments, and provided answers/solutions to client inquiries
- Drivewise Subject Matter Expert – Go to for all Drivewise team inquires; Communicate Right Answer Solution ID's via Microsoft Teams; Conduct Huddle Conversations around Drivewise Best Practices; Take Drivewise customer escalations
- Right Answers TDY – 7/22 – 8/01– Identify Right Answers Articles that are defective, troubleshoot issue and fix articles which improve customer effortless experience and drive rep efficiency
Education
Some College (No Degree) - Digital Communication Technology
SOUTHEASTERN COMMUNITY COLLEGE
Whiteville, NCSkills
- Time management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Multitasking
- Critical thinking
Software
Timeline
Brokerage Service Representative
Wells Fargo
01.2025 - Current
TRIAGE
ALLSTATE
07.2020 - 10.2024
ATSC CUSTOMER TECHNICAL SUPPORT
ALLSTATE
12.2019 - 07.2020
UNLICENSED SERVICE REPRESENTATIVE CCC
ALLSTATE
11.2017 - 12.2019
Some College (No Degree) - Digital Communication Technology
SOUTHEASTERN COMMUNITY COLLEGE
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