Stephanie Kunerth
DESMOINES
Summary
Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.
Overview
14
14
years of professional experience
Work History
Escalations representative
Wells Fargo
West Des Moines
11.2025 - Current
- Working incoming credit report disputes from consumers and Early Warning Systems.
- Handled incoming mail from consumers.
- Worked with corporate escalation team to resolve consumers credit report issues.
- Assisted customers with account inquiries and transaction requests.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
Senior fraud and claims representative
Wells Fargo
West Des Moines
02.2024 - 11.2025
- Taking inbound calls at high volume to assist customers with credit card dispute issues.
- Strong understanding of credit card, dispute, inquiries, and procedures.
- Assisted on special projects as needed.
- Work directly with merchants to assist the customer.
- Used problem-solving and research to avoid escalated credit card disputes.
- Ability to help new hires with questions.
- Communicated with clients to gather necessary information.
Loan Servicing Specialist
Wells Fargo real estate tax services
West Des Moines
06.2020 - 02.2024
- Taking inbound calls high volume to assist customers with tax issues,
- Strong understanding of mortgage tax inquiries, and procedures.
- Assisted on special projects as needed.
- Work directly with tax offices and closing companies to assist customers.
- Used problem, solving and research to resolve escalated cases.
- Ability to mentor new team members through new hire and mentor projects.
- Assisted customers with inquiries regarding their loan servicing accounts.
Customer Service Representative
Wells Fargo home mortgage
West Des Moines
03.2016 - 06.2020
- Taking inbound calls at a high volume for a long periods of time to assist with a variety of mortgage issues.
- Strong understanding of mortgage inquiries and procedures.
- Problem solving with customers on escalated issues.
- Ability to help new team members through new hire and mentor projects.
- Assisted customers with mortgage inquiries and account management.
- Collaborated with team members to resolve customer issues promptly.
Certified AT&T Trainer
Mass Markets
West Des Moines
11.2015 - 03.2016
- Trained new hire employees on AT&T program.
- Training classes, 10 to 15 people.
- Keeping employees up-to-date on new procedures, promotions, and systems.
- Created job aids to improve sales on the call floor.
- Using multiple systems daily.
- Coordinated onboarding processes for new hires, ensuring smooth transitions into roles.
Team Supervisor
Mass Markets
West Des Moines
03.2015 - 11.2015
- Manage sales team and train new hires with a team of 15 to 20 agents.
- Help push daily and monthly goals.
- Handled team escalation calls.
- Handled off-line customer issues.
- Supervised daily operations and team performance in a high-volume contact center.
Customer Service Representative
Mass Markets
West Des Moines
02.2014 - 03.2015
- Performed inbound outbound sales calls for AT&T program.
- Selling wireless products to business owners.
- Processed customers payments.
- Problem solving with customer business account issues.
- Assisted customers with inquiries and account management.
Case Manager
Sears Holdings Inc.
West Des Moines
10.2012 - 01.2014
- Trained and handling customers escalated calls.
- Processed payments and refunds as needed.
- Handled off-line emails to customers for the department.
- Cross trained in automotive and assisted as needed with other departments.
Sales Associate
Sears Holdings Inc.
West Des Moines
03.2012 - 10.2012
- Taking inbound calls to help customer with variety of issues.
- Sales and promoting products based on customer needs.
- Working with point-of-sale systems daily.
- Processing customer payments accurately.
- Working with store associates,vendors and any departments necessary to assist customers.
- Assisted customers with product selection and provided
- Processed transactions accurately using point-of-sale systems.
Education
Lincoln High School
Des Moines, IASkills
- Typing: 70 WPM
- Experienced a professional phone etiquette, sales, management and multitasking
- Strong analytical and organizational skills, with an eye for detail
- Passion for customer service and assisting clients with positive and professional attitude
- Great problem solver and work efficiently in the high volume environments
- Software: Microsoft, Excel, Outlook, PowerPoint, EcoLab as well as other web base systems
- Credit reporting
- Dispute resolution
- Call center operations
- Customer account management
Timeline
Escalations representative
Wells Fargo
11.2025 - Current
Senior fraud and claims representative
Wells Fargo
02.2024 - 11.2025
Loan Servicing Specialist
Wells Fargo real estate tax services
06.2020 - 02.2024
Customer Service Representative
Wells Fargo home mortgage
03.2016 - 06.2020
Certified AT&T Trainer
Mass Markets
11.2015 - 03.2016
Team Supervisor
Mass Markets
03.2015 - 11.2015
Customer Service Representative
Mass Markets
02.2014 - 03.2015
Case Manager
Sears Holdings Inc.
10.2012 - 01.2014
Sales Associate
Sears Holdings Inc.
03.2012 - 10.2012
Lincoln High School