STEVEN WILLIAMS
Charlotte,NC
Summary
Dynamic customer service professional with extensive experience at Wells Fargo, excelling in issue resolution and compliance adherence. Proven ability to enhance customer satisfaction through effective communication and analytical thinking. Skilled in banking software and conflict resolution, consistently delivering personalized solutions that foster client loyalty and trust.
Overview
9
9
years of professional experience
Work History
Premier Banking Customer Service Representative
Wells Fargo
01.2025 - Current
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Everyday Banking Customer Service Representative
Wells Fargo
09.2019 - 01.2025
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
- Bolstered client trust with thorough explanations of account features and benefits.
- Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
- Delivered personalized banking advice, helping customers make informed financial decisions.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
Supervisor
Verizon Wireless
10.2017 - 09.2018
- Supervised daily operations to ensure team adherence to performance standards and company policies.
- Developed training programs for new employees, enhancing onboarding efficiency and team productivity.
- Implemented process improvements that streamlined workflow and reduced operational delays.
- Monitored team performance metrics, providing feedback and coaching to enhance individual contributions.
- Facilitated regular team meetings to communicate objectives, share updates, and encourage employee engagement.
- Analyzed operational data to identify trends and inform strategic decision-making for resource allocation.
- Led initiatives focused on enhancing operational efficiency, resulting in improved service delivery timelines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
New Hire Transition Support Coach
Verizon Wireless
01.2017 - 10.2017
- Provided guidance and support to clients in achieving personal goals.
- Developed individualized plans to enhance client engagement and motivation.
- Facilitated workshops and group sessions to promote skill development.
- Monitored client progress, adjusting strategies as needed for optimal outcomes.
- Trained new staff on best practices for client interaction and support techniques.
- Enhanced team performance by coaching colleagues on best practices in customer service.
- Contributed to departmental initiatives aimed at increasing employee engagement and morale across the organization.
- Analyzed metrics and trends to identify areas for improvement in the support process, leading to continuous enhancements in service delivery standards.
- Developed training materials for new hires, resulting in a faster onboarding process and higher retention rates.
- Conducted regular performance reviews to help team members set goals and improve their skill sets.
- Served as an escalation point for complex technical problems, ensuring timely resolution while maintaining customer satisfaction levels.
- Mentored junior team members, contributing to their professional growth and ability to handle complex cases independently over time.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Education
Bachelor of Communications - Communications
Virginia Union University
Richmond VA 05.2001
Skills
- Banking software
- Computer skills
- Customer service
- Issue and complaint resolution
- Customer data confidentiality
- Call center operations
- Conflict resolution
- Analytical thinking
- Interpersonal skills
- Self motivation
- Team building
- Phone etiquette
- Customer relations
- Teamwork skills
- Active listening
- Calm under pressure
- Organizational skills
- Team collaboration
- Customer service excellence
- Understanding customer needs
- Excellent communication
- Reliability
- Multitasking Abilities
- Multitasking
- Problem-solving abilities
- Time management
- Problem-solving
- Teamwork and collaboration
- De-escalation techniques
- Following scripts
- Professional telephone demeanor
- Customer relationship management (CRM)
- Training development aptitude
- Office equipment proficiency
- Staff education and training
- Calm and professional under pressure
- Call metrics
- Policies and procedures adherence
- Customer account management
- Call documentation
- MS office
- Microsoft office
- Problem resolution
- Compliance awareness
- Strong numeracy skills
- Client confidentiality
- Work prioritization
Timeline
Premier Banking Customer Service Representative
Wells Fargo
01.2025 - Current
Everyday Banking Customer Service Representative
Wells Fargo
09.2019 - 01.2025
Supervisor
Verizon Wireless
10.2017 - 09.2018
New Hire Transition Support Coach
Verizon Wireless
01.2017 - 10.2017
Bachelor of Communications - Communications
Virginia Union University