Singleton Tanisha
Aloha,OR
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Wells Fargo - Executive Office Case Specialist
Wells Fargo
11.2019 - Current
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Took ownership of customer issues and followed problems through to resolution.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
Premier Phone Banker II - Banker Coach
Wells Fargo N.A, Credit Card Service Center
02.2016 - 11.2019
- Mentoring/coaching new team members to perform their job more effectively during their 6 weeks of training so they are able to meet performance standards
- Research accounts to determine appropriate course of action to resolve complex problems in correspondence with policy and procedures.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Explained account terms and conditions to customers.
Education
High School Diploma -
Westview High School
Portland, OR06.2014
Skills
- CSS, CIV, FDR, Hogan, Universal Workstation, IRRIS, XPM, Recoverease, Epsilon, ECAR, Microsoft Office, VL, WFO
- Case Notes
- Type 45 WPM
- Writing
- Excellent Communication Skills
- Familiar with Computers
- Sending and Receiving E-mails
- Quick Learner
- Organized
- Flexible
Timeline
Wells Fargo - Executive Office Case Specialist
Wells Fargo
11.2019 - Current
Premier Phone Banker II - Banker Coach
Wells Fargo N.A, Credit Card Service Center
02.2016 - 11.2019
High School Diploma -
Westview High School
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