Stephanie Willette
San Antonio
Summary
Customer Resolution Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Customer Resolution Representative
Wells Fargo
San Antonio
09.2022 - Current
- Evaluate resolutions with deceaseds customers family or representatives while providing appropriate call disclosures and authentication.
- Review confidential documents and communications with discretion, safeguarding sensitive information.
- Maintained knowledge of current banking regulations and procedures to ensure compliance with laws and regulations.
Everyday Banker
Wells Fargo
San Antonio
03.2022 - 09.2022
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Assisted customers by answering banking questions and recommending solutions.
- Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.
Collections Specialist
Conns Home Plus
San Antonio
04.2017 - 03.2022
- Followed up with customer accounts that have become delinquent while using negotiation techniques.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Disputes Specialist
Chase
San Antonio
02.2016 - 12.2016
- Monitored and tracked transactions, processed chargebacks, reached out to sellers
- Researched banking guidelines and statutory requirements to stay updated on new laws and applications
- Collected customer feedback and made process changes to exceed customer satisfaction
Technical Support Representative
Ibex Global
San Antonio
09.2015 - 02.2016
- Identified opportunities to upsell products and services
- Walked customers through troubleshooting and problem solving steps to get internet and cable operating
- Provided technical assistance to customers through phone, email and chat support.
Customer Service Representative
CSG
San Antonio
03.2015 - 08.2015
- Operated with third party for Farmers insurance
- Processed applications and payments
- Addressed policy coverage in a timely and accurate fashion
- Demonstrated mastery of customer service call script with specified timeframes
Technical Support Specialist
Conduit Global
San Antonio
11.2012 - 02.2015
- Acquired 2 years of technical support experience with Verizon
- Installed software, modified and repaired phone, internet, and cable, resolving technical issues minimizing the need for dispatch service
- Meeting goals I was able to stay with company ending Fios contract and migrated over to Verizon Wireless
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges for customers
- Went over billing and data usage as well as addressed customer service inquiries in a timely and accurate fashion
Education
High School Diploma -
Del Valle Opportunity Center
Del Valle, Tx12.2010
Skills
- Cash handling
- Customer service
- Account updating
- Problem resolution
- Call center procedures
- Technical troubleshooting
- Multitasking
Timeline
Customer Resolution Representative
Wells Fargo
09.2022 - Current
Everyday Banker
Wells Fargo
03.2022 - 09.2022
Collections Specialist
Conns Home Plus
04.2017 - 03.2022
Disputes Specialist
Chase
02.2016 - 12.2016
Technical Support Representative
Ibex Global
09.2015 - 02.2016
Customer Service Representative
CSG
03.2015 - 08.2015
Technical Support Specialist
Conduit Global
11.2012 - 02.2015
High School Diploma -
Del Valle Opportunity Center