Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Temuir Pessoa

Temuir Pessoa

Willingboro,NJ

Summary

Knowledgeable Representative with extensive expertise in managing complex customer complaints and enhancing satisfaction across financial services. Demonstrated proficiency in escalation management, training, and process improvement, consistently meeting performance targets and improving customer relations. Adept at fostering cross-departmental collaboration, ensuring compliance, and implementing strategic resolutions to drive customer satisfaction and trust.

Overview

11
11
years of professional experience

Work History

Escalations Representative

Wells Fargo
02.2023 - Current
  • Facilitate communication between parties to achieve dispute resolution.
  • Implement settlements, improving customer relations and trust.
  • Consistently meet monthly escalation KPIs through effective workload balancing, ensuring timely resolution of customer inquiries and complaints.
  • Foster strong relationships across departments to facilitate efficient resolution of escalated matters, improving overall customer satisfaction.
  • Analyze complex customer complaints, ensuring compliance while maintaining high satisfaction rates through strategic resolution approaches.

Loan Processor (SAFE W/ NMLSR)

Wells Fargo
11.2020 - 01.2023
  • Excelled in high-stakes Presidents Club team, managing complex loan applications for top-tier clients. Consistently met rigorous deadlines and quality standards.
  • Mentored junior processors, fostering skill development and team cohesion. Facilitated smooth communication between internal departments and external stakeholders.
  • Conducted meticulous document reviews, ensuring accuracy and completeness. Proactively identified and resolved discrepancies, minimizing processing delays.
  • Spearheaded process improvement initiatives, significantly enhancing operational efficiency. Adapted swiftly to evolving regulatory requirements and market demands.
  • Streamlined loan processing workflow, reducing turnaround time and enhancing compliance. Implemented innovative preapproval procedure, boosting efficiency.

Senior Customer Service Representative

Wells Fargo
03.2014 - 11.2020
  • Served as a team leader, liaising with management to enhance team engagement and communicate policy changes. Facilitated smooth adoption of new procedures.
  • Developed and executed training programs for approximately 25 new hires, incorporating weekly coaching sessions. Streamlined onboarding process, accelerating productivity ramp-up.
  • Analyzed intricate escrow changes, providing tailored solutions. Collaborated across departments to resolve intricate insurance and tax detail discrepancies.
  • Advanced to supervisor role, managing escalated customer issues. Leveraged extensive product knowledge to deliver exceptional service and maintain client satisfaction.
  • Chosen to be a part of Leadership Academy management program

Education

Associates of Science - Accounting

Montgomery County Community College
Blue Bell, PA

Skills

  • Customer support
  • Data entry proficiency
  • Staff training
  • Cross-functional team development
  • Cross-selling
  • Teamwork and collaboration
  • Problem-solving
  • Client relationship building

Timeline

Escalations Representative

Wells Fargo
02.2023 - Current

Loan Processor (SAFE W/ NMLSR)

Wells Fargo
11.2020 - 01.2023

Senior Customer Service Representative

Wells Fargo
03.2014 - 11.2020

Associates of Science - Accounting

Montgomery County Community College

Similar Profiles

  • PATRICIA M. SCHERER

    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. Hollenbach

    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 Chittampally

    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 Oberoi

    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)

  • Brianna Williams

    Brianna WilliamsBrianna Williams

    Registered Nurse, Neurological PCU at Virtua Our Lady of LourdesRegistered Nurse, Neurological PCU at Virtua Our Lady of Lourdes

CREATE PROFILE
Temuir Pessoa