Stephanie Vargas
San Antonio,TX
Summary
Accomplished professional with extensive experience in optimizing call center operations, enhancing customer satisfaction, and driving revenue growth. Well-versed in implementing change management initiative, fostering seamless transitions, and maximizing operational productivity. Track record of managing Omni-Channel teams encompassing voice, chat, and email customer channels to drive exceptional outcomes for business. Adept at implementing strategic initiatives, leveraging advanced technologies, and developing comprehensive training programs to elevate team performance and exceed organizational goals. Capable of liaising with internal stakeholders, clients, and vendors to build strong relationship, address concerns, and collaborate on strategic initiatives.
Overview
12
12
years of professional experience
Work History
Senior Mediation Consultant- Hybrid
Wells Fargo Bank
08.2022 - 12.2023
- Represent service business area in strategic and tactical activities
- Enhance customer experience and satisfaction by addressing customer inquiries, complaints, and issues promptly
- Identify inefficiencies in existing processes and develop strategies for improvement
- Collaborate with other departments to streamline workflows and enhance service delivery
- Managed caseloads of 15+ clients, providing support and guidance to ensure successful outcomes and resolutions
- Executed mediation sessions with clients to negotiate proper resolution and compensation
- Led establishment of internal benchmarks for cost, productivity, and service level metrics for chat teams to surpass industry standards
- Revamped internal escalation team and enforced rigorous productivity and service level metrics.
Executive Office Research Analyst/Lead- Remote
Wells Fargo Bank
03.2020 - 08.2022
- Establish clear success metrics for program and introduced temporary rotational roles for team leadership
- Ensured team met and exceeded performance targets, including quality standards, productivity goals, and customer satisfaction metrics
- Implemented and maintained best practices to enhance operational efficiency and streamline processes within department
- Analyzed team performance data and metrics to identify areas for improvement and enhance team productivity
- Recruited candidates for program, resulting in internal promotions within service and sales organizations
- Designed and executed robust leadership program for service organization independently, with minimal oversight from directors and managers.
NBBC Customer Care Executive Service: Research Representative
Wells Fargo Bank
07.2011 - 03.2020
- Responding independently to inquiries and complaints from customers (including customers, merchants, clients, and bankers), regarding financial products and services
- Gathering information from customers to determine the appropriate course of action which could include conducting investigative steps to fully identify the issues, processing complex transactions (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc
- And resolving complex problems and inquiries
- Investigations include but not limited to: ACH transactions and payments, fraud investigations, Regulation E, Fidelity, direct deposit, transactions, credit lines and loans transactions and payment.
Education
Bachelors in Business Administration -
Texas State University- San Marcos
12.2023
Associates in Business Management -
San Antonio College
12.2015
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
- Analytical Thinking
- Executive Support
- Research and Development
- Change Management
- Customer Relationship Management
- Issue Resolution
- Client Engagement
- Organizational Development
City
San Antonio
State
TX
Zip
78245
Area Of Expertise
- Call Center Operations Management
- Customer Feedback Analysis
- Strategic Planning & Execution
- Administrative Assistant
- Customer Service Excellence
- Performance Metrics Analysis
- Workforce Planning & Scheduling
- Data Analysis & Reporting
- Calendar Management
- Process Improvement
- Team Building & Leadership
Timeline
Senior Mediation Consultant- Hybrid
Wells Fargo Bank
08.2022 - 12.2023
Executive Office Research Analyst/Lead- Remote
Wells Fargo Bank
03.2020 - 08.2022
NBBC Customer Care Executive Service: Research Representative
Wells Fargo Bank
07.2011 - 03.2020
Bachelors in Business Administration -
Texas State University- San Marcos
Associates in Business Management -
San Antonio College