Tanique Charles
West Columbia,SC
Summary
Proficient in customer service and case resolution, emphasizing database maintenance and procedural documentation. Capable of managing escalations and fostering collaboration with internal stakeholders to resolve challenges. Extensive experience in call center operations supports effective customer engagement. Looking to utilize expertise as a Customer Support Specialist in a fast-paced team.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
01.2022 - Current
- Demonstrate an exceptional internal customer experience on every call
- Establish, develop, and maintain positive business relationships with internal partners
- Provide resources that allow branch employees to make recommendations on products and services that best accommodate the customer
- Collaborate and consult with peers and managers to resolve issues and achieve goals
- Receive direction from leaders and exercise independent judgement while developing the knowledge to understand function, policies, procedures, and compliance requirements
- Ability to navigate multiple computer systems and search tools
- Trained new employees in customer service procedures and best practices, increasing team efficiency and effectiveness.
- Contributed ideas and suggestions during team meetings which helped streamline operational processes and maximize productivity.
- Provided technical assistance and guidance remotely over the phone or online as needed by customers.
- Advanced analytical and problem solving skills involving risks. The ability to identify process of improvements when conducting root cause of compliance and business metrics by identifying errors within policies and procedures.
- Demonstrated ability to work independently under minimal supervision while meeting daily objectives and goals set by senior staff members.
- Handled escalated situations calmly while maintaining positive relationships with customers throughout the process.
Executive Office Case Specialist
Wells Fargo
01.2019 - 2022
- Conducted research to determine appropriate courses of action in complex situations.
- Performed investigative steps to identify issues, researching relevant product and account information.
- Processed complex transactions online, including monetary and non-monetary actions, identifying trends for reporting.
- Communicated with customers, executives, agencies, and regulatory representatives to resolve escalated matters.
- Documented identified risks and problems clearly to ensure transparency and accountability.
- Facilitated training sessions, leveraging leadership skills to coach team members effectively.
- Analyzed and refined existing learning content to enhance operational efficiency.
- Coordinated change strategies with program teams to support business objectives.
Research Remediation Associate
Wells Fargo
01.2018 - 01.2022
- Communicate company policy and departmental procedures
- Work independently with considerable latitude
- Handle escalations including but not limited to manager escalated cases
- Demonstrate superior customer service skills when resolving complaints in a timely manner
- Collaborate with business partners, compliance, and legal to ensure appropriate handling of customer account and/or resolution of complaints
- Assist with On the Job Training (OJT) for new hires within the Resolution Team
- Serve as a mentor to peers
Customer Service Representative 3
Wells Fargo
01.2014 - 2019
- Respond to inquires and conducting basic research about bank products, services, policies procedures, and transactions.
- Answered a constant flow of customer calls professionally and patiently in a high call volume setting.
- Gathered and verified all required customer information for tracking purposes.
- Multi queued, which included DDA, Legal to include deceased processing, teller, Consumer Document Review, First and Second Level Support, SLS+ (Consumer Document Review and Regulation CC)
- Serve as Second Level Support (SLS) to support peers with challenging requests from bankers, as a result of the complexity it may require extensive research and/or have tickets escalated to the appropriate area of expertise.
Education
High School Diploma - undefined
Eastside High
Paterson, NJ01.1992
Skills
- Database management
- Technical writing
- Call center operations
- Customer support
Timeline
Senior Customer Service Representative
Wells Fargo
01.2022 - Current
Executive Office Case Specialist
Wells Fargo
01.2019 - 2022
Research Remediation Associate
Wells Fargo
01.2018 - 01.2022
Customer Service Representative 3
Wells Fargo
01.2014 - 2019
High School Diploma - undefined
Eastside High
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Jacob O BagleyJacob O Bagley
Upholsterer at Williams Strength and ConditioningUpholsterer at Williams Strength and Conditioning