Shanna Wright
Chandler,Arizona
Summary
Detail-oriented and self-motivated Remote Customer Service Representative with over 3 years of experience in a virtual support environment. Proficient in handling a wide range of customer inquiries, as well as conducting team member training, via phone, email, and live chat.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Wells Fargo
Chandler
06.2022 - Current
- Serviced inbound calls for Credit Originations for customers wanting to apply for personal credit cards via telephone or internet, as well as for those needing ADA Accommodations, using script provided.
- Provided application status for customers calling back for inquiry with decline reasons upon request adhering to all policies and procedures, particularly UDAAP.
- Assisted other departments (Application Fraud, Underwriting, Fulfillment) with obtaining information as needed to further application.
- Followed all bank regulations and remained current with assigned compliance courses.
- Documentation of customer dissatisfaction as required by banking guidelines.
- Use of multiple banking systems to assist different lines of business as needed (Innovis, Store Vision Platform, Fiserv).
Learning and Development SME/Facilitator (Credit Originations)
Wells Fargo
06.2020 - Current
- Facilitating learning through a variety of delivery methods including classroom instruction, virtual training, and on-the-job coaching for multiple job sites (AZ, NV, NC)
- Liaising with managers to determine training needs and schedule training sessions
- Develop both web-based and classroom (virtual and in-person) training as well as job aids, reference guides, and other performance improvement tools
- Works with functional leaders and L&D team to create training plans, develop training modules, coordinate and administer training for team members
- Tracking and reporting on training outcomes and maintaining employee training records
- Works with functional leaders and L&D team to create training plans, develop training modules, coordinate and administer training for team members
- Collect feedback from employees and make necessary curriculum updates and improvements
- Cross-trained employees to be Subject Matter Experts to facilitate training
- Onboarding tasks for new employees during each training session.
Senior Customer Service Representative
Wells Fargo
08.2019 - 06.2022
- Service inbound calls for customers wanting to apply for a personal credit card via mail or for those needing ADA Accommodations for Credit Originations using script provided
- Provided application status for customers calling back to inquire, with decline reasons upon request utilizing all policies and procedures
- Assisted other departments (Application Fraud, Underwriting, Fulfillment) with obtaining information as needed to further application
- Followed all bank regulations and remained current with assigned compliance courses
- Documentation of customer dissatisfaction as required by banking guidelines
- Use of multiple banking systems to assist different lines of business as needed (Innovis, Store Vision Platform, Fiserv).
Phone Banker 1
Wells Fargo
01.2017 - 02.2018
- Responded to clients regarding account information; investigated problems and performed problem resolution
- Obtained information through research and assisted to resolve
- Excellent knowledge of all financial products and services of bank
- Sound knowledge of providing appropriate information to clients over phone
- Maintain quota as per company metrics.
Personal Banker
Academy Bank
06.2016 - 08.2016
- Opened and processed all products offered by the bank
- Advised clients on products that would best suit their needs
- Responded to clients regarding account information; investigated problems and performed problem resolution
- Bank transactions with clients in face-to-face setting
- Cross sold banking products and services
- Assisted employees in completing personal and business transactions
- Assisted employees with problems, exceptions and adjustments
- Secured and closed the facility at close of business
- Dual control policy with daily operations of Tellers; ensure that bank Policies and Procedures were followed
- Bank opening and closing procedures
- Cash handling of large amounts.
Preferred Client Service-Sales Specialist
Bank of America
02.2015 - 03.2016
- Exceptional professionalism while servicing inbound calls from highly prestigious clientele
- Excellent knowledge of all financial products and services of bank
- Cross-sell additional products to meet client’s needs, service and manage multiple accounts
- Attention to detail in a high paced sales environment
- Sound knowledge of providing appropriate information to clients over phone
- Maintain quota as per company metrics.
Preferred Client Specialist
Bank of America
01.2014 - 02.2015
- Obtained all customer information through research and assisted to resolve
- Excellent knowledge of all financial products and services of bank
- Sound knowledge of providing appropriate information to clients over phone
- Wide knowledge of telephone etiquettes towards prestigious clients
- Ability to handle all customers professionally
- Helped to open accounts such as Checking/Savings/Credit card
- Promoted to Service to Sales Position after 1 year of employment with company.
Education
Associate of Arts - Business Administration And Management
University of Phoenix
Tempe, AZ10-2025
Skills
- Strong Interpersonal communication
- Problem analysis and problem solving
- Proficient organizational skills to manage multiple projects at once for extensive periods, while being extremely adaptable and flexible
- Initiator
- Self-Management
- Data Entry
- Attention to Detail
- Team Member training and development
- Team building
Timeline
Lead Customer Service Representative
Wells Fargo
06.2022 - Current
Learning and Development SME/Facilitator (Credit Originations)
Wells Fargo
06.2020 - Current
Senior Customer Service Representative
Wells Fargo
08.2019 - 06.2022
Phone Banker 1
Wells Fargo
01.2017 - 02.2018
Personal Banker
Academy Bank
06.2016 - 08.2016
Preferred Client Service-Sales Specialist
Bank of America
02.2015 - 03.2016
Preferred Client Specialist
Bank of America
01.2014 - 02.2015
Associate of Arts - Business Administration And Management
University of Phoenix
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