Sonya Murdock
Lubbock,TX
Summary
Dynamic customer service professional with extensive experience at Wells Fargo, excelling in CRM and problem resolution. Led a team at Convergys, enhancing customer satisfaction by 20%. Known for excellent communication and complaint handling, I consistently deliver tailored solutions and foster strong client relationships. Proven track record in improving service processes and driving team performance.
Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist-Escalations
Wells Fargo
06.2020 - 12.2025
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized customer relationship management (CRM) system to track interactions and manage follow-ups.
- Collaborated with colleagues to enhance customer service processes and improve response times.
- Maintained knowledge of products and services to offer tailored solutions to customers' needs.
- Engaged with clients through various communication channels, ensuring a seamless experience.
- Supported team members and customers and escalated serving and complaints.
Phone Banker 2
Wells Fargo
03.2018 - 06.2020
- Provided exceptional customer service to clients through phone interactions, addressing inquiries and resolving issues promptly.
- Processed transactions accurately while ensuring compliance with banking regulations and policies.
- Educated customers on products and services, enhancing their understanding and facilitating informed financial decisions.
- Collaborated with team members to streamline processes, improving overall efficiency in handling customer requests.
- Submitted research for missing transactions and account information.
- Advised of qualifying banking opportunities based on personal accounts.
Team Leader Manager
Convergys
07.2014 - 02.2017
- Successfully managed the activities of 11-16 team members in multiple projects.
- Monitored the daily activities of customer support team members.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Improved service quality and increased sales by developing a strong knowledge of company's products and services.
- Addressed negative customer feedback immediately.
- Coordinated resource allocation to ensure optimal staffing levels during peak periods.
- Facilitated regular team meetings to promote collaboration and address performance challenges.
Education
No Degree - Human Services
South Plains College
Levelland, TX05-1997
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer relationship management
- Complaint resolution
Timeline
Customer Service Specialist-Escalations
Wells Fargo
06.2020 - 12.2025
Phone Banker 2
Wells Fargo
03.2018 - 06.2020
Team Leader Manager
Convergys
07.2014 - 02.2017
No Degree - Human Services
South Plains College