Shirelle Cox
Charlotte,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with an outgoing and positive demeanor. Motivated to contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Senior Operations Processor
Wells Fargo
01.2023 - Current
- Checked records for accuracy and completeness, and corrected errors.
- Processed and scanned files into electronic databases.
- Accessed and used computer software applications to update and maintain records.
- Operated telephone systems to answer and route incoming calls along with taking and delivering messages.
- Documents and evaluates internal controls, ensures compliance with regulatory requirements.
- Prepared files for archiving and exchanges, tracking file movement and history.
Escalated Complaints Specialist
Wells Fargo
11.2019 - 01.2023
- Responsible for researching then responding to non-regulatory escalated inquiries and complaints from customers received via the complaints portal decision tool.
- Utilizing strong knowledge of the organization, technology, products, and/or services, resolves matters raised by customers which require limited research such as: exception tickets, limit authorities, and other non-regulatory complaint matters.
- Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues.
- Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact
- Refers matters exceeding levels of authority as appropriate.
- Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and standardized letters or electronic media.
- May receive occasional inbound customer calls resulting from warm transfers from service operations or from customers with whom they have communicated directly.
- Supplements portal documentation to ensure that research results and actions taken are clearly documented.
Financial Crimes Specialist 2
Wells Fargo
09.2018 - 11.2019
- Reviews, verifies, and identifies customer transactions to detect/ prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and recover losses
- Monitors moderate to complex account activity which requires research that may involve multiple transaction channels
- Documents research findings and prepares required documentation including Suspicious Activity Reports and Identifies control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assign loss accountability
- Lead quality assurance initiatives and revamped utilization of work time to increase profits
- Assured strict adherence to corporate guidelines and metrics
- Monitored daily and weekly key performance indicators to maintain on-track status
- Analyzes risks and offsets and develops solutions for problems identified.
Phone Banker
Wells Fargo
08.2017 - 09.2018
- Model excellent customer service behaviors by communicating accurate and concise information in a positive, professional manner to both internal and external customers
- Handling escalated and unresolved calls from less experienced bankers
- Creating individualized action plans for struggling bankers, following up in increments of days and weeks to make sure the change was consistent
- Resolved customer concerns over the phone while solving complex problems with multiple software programs
- Acts as mentor to lower level team members and may assist with their development.
Delivery Will Call Coordinator/ Lead Cashier
The Home Depot
09.2014 - 05.2017
- Provides support for risk management, audit and/or testing or validation activities and any other initiatives as needed
- Responsible for interviewing, hiring and training new employees for a fast paced customer service focused environment
- Created and maintained a staff training program that featured best practices for lead generation and customer retention
- Manage daily activities of a team of 10 cashiers and service staff.
Education
Associate - Arts
RARITAN VALLEY COMMUNITY COLLEGE Branchburg
A.A - Social Sciences
Skills
- ECMP , Kana , CIV , CCM , Microsoft Word & Excel
- Expert skills in HOGAN
- Electronic Indexing
- Internal Audits
- Document Review
Timeline
Senior Operations Processor
Wells Fargo
01.2023 - Current
Escalated Complaints Specialist
Wells Fargo
11.2019 - 01.2023
Financial Crimes Specialist 2
Wells Fargo
09.2018 - 11.2019
Phone Banker
Wells Fargo
08.2017 - 09.2018
Delivery Will Call Coordinator/ Lead Cashier
The Home Depot
09.2014 - 05.2017
Associate - Arts
RARITAN VALLEY COMMUNITY COLLEGE Branchburg
A.A - Social Sciences
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