Rosa Zavala
Salem
Summary
Escalation Specialist at Wells Fargo im complaint resolution and customer service excellence. Skilled in problem-solving and effective communication, I mentored bankers, strengthening their performance and compliance. I manage high-stress situations that enhanced customer satisfaction and reduced potential losses for the bank.
Overview
10
10
years of professional experience
Work History
Escalation Specialist
Wells Fargo
02.2022 - 10.2025
- Resolved customer issues by coordinating with other departments to ensure timely resolutions.
- Documented customer interactions and resolutions provided.
- Resolved customer complaints by addressing concerns in a timely manner.
- Maintained records of all escalated cases, tracked trends.
- Escalated customer issues to management for action to be taken.
- Learned and followed customer service policies and procedures to meet standards and assure I could do everything to assist customers
Banker Coach
Wells Fargo
03.2019 - 02.2022
- Helped developed training plans to enhance banker performance
- Led coaching sessions to strengthen product knowledge and assure compliance requirements were being met
- Mentored new bankers, gave them tips on how to sound confident in delivering exceptional customer service
- Conducted risk management strategies, reducing potential losses for the bank. By listening to calls and reviewing them with bankers
Customers Service Representative
Wells Fargo
Salem, OR
05.2015 - 03.2019
- Provided customer support by resolving inquiries through phone
- Assisted customers with account management and maintained accurate records of interactions making sure compliance and policies were met
- Managed high-stress situations and kept calm composure
- Resolved customer complaints with empathy and accuracy
- Developed strong product knowledge to provide accurate information and make sure regulations were met
- Developed rapport with customers through listening, using empathy and paraphrasing reason for the call
- Maintained detailed records of customer interactions
Education
High School Diploma -
South Salem
Salem, ORNo Degree - Social Services
Chemeketa Community College
Salem, Oregon, ORSkills
Complaint handling, reporting and documentation
Customer service, De-escalation techniques
Problem-solving
Computer skills and Multitasking
Effective communication, verbal and written communication
Conducted research to assure compliance and guidelines were met
Timeline
Escalation Specialist
Wells Fargo
02.2022 - 10.2025
Banker Coach
Wells Fargo
03.2019 - 02.2022
Customers Service Representative
Wells Fargo
05.2015 - 03.2019
High School Diploma -
South Salem
No Degree - Social Services
Chemeketa Community College