Highly-motivated employee with desire to take on new challenges. 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. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hi, I’m
Shirelle Cox
Operations Processor
Charlotte,NC
Summary
Education
Salem High SchoolVirginia Beach, VA
High School Diploma
06.2011
University Overview
Skills
- Proficient in : HOGAN , Microsoft Word & Excel
- Internal Audits
- Document Review
- Documentation and Reporting
- Customer Complaint Resolution
- Microsoft Office
- Attention to Detail
- Courteous and Professional
- Information Security
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
Salem High School
High School Diploma
Work History
Wells FargoCharlotte, NC
Senior Operations Processor
01.2023 - Current
Job overview
- Reviewed customer's accounts for accuracy and completeness.
- Performed various data entries into company database for customer's.
- Resolved discrepancies between system and manual records.
- Assisted with the preparation of reports on operational activities.
- Coordinated with partners to resolve any issues related to customer's information.
- Ensured compliance with safety regulations while performing maintenance on accounts.
- Assisted organizational efforts by entering data.
Wells FargoCharlotte, NC
Escalated Complaints Specialist
11.2019 - 01.2023
Job overview
- 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.
Wells Fargo
Financial Crimes Specialist 2
09.2018 - 11.2019
Job overview
- 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.
Wells Fargo
Phone Banker
08.2017 - 09.2018
Job overview
- 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.
The Home Depot
Delivery Will Call Coordinator/ Lead Cashier
09.2014 - 05.2017
Job overview
- 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.
References
References
References available upon request.References
References
References available upon request.Overview
9
years of professional experience
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