Rickia Morris
Coon Rapids,United States
Summary
Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Proven track record in fostering collaborative environments and driving customer satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Escalation Representative , Credit Cards
Wells Fargo
01.2025 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Responded to customer questions via telephone and written correspondence regarding provider contracts, eligibility, and claims.
- Work serving complaints to explain payments, billing, charge offs, disputes, credit reporting issues.
- Provide customer with origination documents if need or requested.
- Enhanced company reputation by providing exceptional customer service and support.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Write letters providing resolution to customer issue.
- Follow Federal and enterprise complaints management office regulations and procedures per operation risk review and quality assurance guidelines.
Senior Escalations Representive
Wells Fargo Home Mortgage
10.2016 - 01.2025
- Resolve high level mortgage complaints within 10 days for federal regulation guidelines.
- Answer calls
- Research mortgage accounts to resolve customers complaints.
- Request and work with other departments for more information to resolve customer complaints such as banking, credit card, retail, underwriter etc.
- Work serving complaints to explain foreclosure, modifications, credit reporting issues, and payment issues.
- Provide customer with detailed information regarding risk factor and investor guidelines to customers.
- Provide customer with origination documents or payoff quotes when requested.
- Write letters providing the resolution to customer issue.
- Follow Federal and enterprise complaints management office regulations and procedure per operation risk review and quality assurance guidelines.
Mortgage Collection Representative
Wells Fargo Home Mortgage
03.2013 - 10.2016
- Took inbound calls and made outbound calls.
- Provided customers with the status of their mortgage accounts.
- Set up customers with first steps for assistant options.
Education
Certification - Certified Medical assistant
Everest Institution
Eagan, MN06.2009
Skills
- Computer Skills, ICMP, Compass, ECMP, CIV, GEM, Cisco Jabber, Letter wizard, Microsoft word, Excel, Outlook, MSP, Universal Soft phone, My work
- Order problem solving
- Multitasking
- Teamwork and collaboration
- Decision-making
- Written communication
- Active listening
- Issue research
- Quality assurance
- Reliability
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Client relationship building
- Client services
- Telephone reception
- Client service
- Cross-functional team development
- Performance improvement
- Performance tracking
Timeline
Senior Escalation Representative , Credit Cards
Wells Fargo
01.2025 - Current
Senior Escalations Representive
Wells Fargo Home Mortgage
10.2016 - 01.2025
Mortgage Collection Representative
Wells Fargo Home Mortgage
03.2013 - 10.2016
Certification - Certified Medical assistant
Everest Institution
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