Teri Wagner
Arden Hills,MN
Summary
Accomplished and articulate Customer Service Representative experienced in finance/banking, home mortgage, utilities, and retail. Skilled in multi-tasking in a fast-paced call center environment while serving the many needs of the customer with a one call resolution. Ability to work independently under stringent deadlines and contribute to team success. Creative problem solver, excellent verbal and written communication skills, strong organizational skills. Energetic and flexible team member.
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
16
16
years of professional experience
Work History
Sr. Customer Service Representative - Tier 3
Transamerica Retirement Solutions
12.2019 - 07.2024
- Working within an office environment until March 2000
- Working remotely from home since March 2000
- As the point of contact and voice of the company for Transamerica, this role is responsible for providing accurate and complete information to callers regarding their retirement and 401K plans
- Worked as part of a team that is empowered to go above and beyond to provide a stellar customer service experience
- Use exceptional customer service and interpersonal skills to answer questions regarding retirement and 401K products
- Identify customer needs and provide personalized service to ensure positive and meaningful outcomes
- Locate and research information using multiple systems such as Salesforce and Microsoft
- Coordinate with cross functional departments to obtain necessary information
- Acted as a Mentor for Tier 1 and Tier 2 Reps while they were in training and nesting
- Acted as a point of contact once they were taking calls
- Maintained and exceeded monthly metrics
Senior Specialist Guest Relations
Target Corporation
09.2018 - 10.2019
- Interacted with Target guests via multiple communication channel with the primary responsibility to resolve issues in a single contact
- Strengthened guest relationships while improving future experiences through listening advocating for guests and their inquiries
- Review guest comments by analyzing issues and document the cases via Salesforce
- Calibrate case coding with peers and partners to enhance knowledge and maintain consistency
- Met or exceeded goals of 85% related to key performance indicators such as efficiency, productivity, quality, and turnaround time
- Assisted in the development of process improvement initiatives
- Participated in and contributed new ideas in biweekly team meetings
Customer Service Representative
Tennant Company
02.2018 - 04.2018
- Provided customer support for Tennant's North America Aftermarket business
- Supported relationships within customer service and cross functional business units
- Received incoming internal and external inquiries related to orders and quotes in an accurate and efficient manner
- Advised and/or contacted customers regarding required Purchase Order information needed
- Proper and timely escalation and coordination with business partners on customer's behalf for any inquiries
- Effectively resolve all customer inquiries with one call resolution in mind
Retirement Service Specialist
Wells Fargo Institutional Retirement and Trust
08.2015 - 09.2017
- Provided educational guidance on how much to save, retirement options, plan provisions, and overall financial health
- Enrolled participants in their retirement plans
- Processed 401K transactions such as loans, withdrawals, and rollover
- Assisted participants with online enrollment and access to their retirement plans
- Responsible for remaining updated on current IRS guidelines and client guidelines
- Consistently exceeded set expectations for metrics and quality scores
- Earned 'best shot' awards for outstanding customer service surveys from customers
Customer Service and Online Specialist
TCF Financial
08.2012 - 08.2015
- Researched and resolved customer inquiries, questions, and request in an empathetic manner
- Provided high level of customer service in accordance with company policies and procedures
- Responsible for staying compliant on policy and procedure changes, Regulation E and D changes
- Assisted customers with setting up online banking and assist with bill pay set up
- Promoted TCF products and services
- Assisted in a pilot program to develop a better customer experience that resulted in giving the Customer Service Specialist tools to make better decisions for the customers
Customer Service Specialist and Collector I
Wells Fargo Home Mortgage
09.2009 - 02.2012
- Responsible for inbound and outbound calls from delinquent Wells Fargo Home Mortgage customers
- Reviewed financial information and establish repayment arrangements, inclusive of modifications, informal and formal plans
- Understood all state and federal regulations governing collection practices and adhere to all policies and procedures
- Selected to be part of a team to work on a special project researching and compiling information about foreclosures
- Selected to be part of the Independent Foreclosure Review compiling and researching information on foreclosure action taken
Customer Service Specialist
Xcel Energy
01.2009 - 01.2010
- Provided high quality, positive customer service to utility customers
- Responded to customer inquiries through problem solving and promoting new products
- Assisted customers in setting up and /or discontinuing electric service
- Handled customer complaints and providing resolution
- Processed emergency gas and electric calls and route to proper department for immediate action
- Responsible for remaining compliant on regulations of Public Utilities nationwide
Education
Bachelor of Arts - Mass Communications and Jounalism
University of Minnesota
Minneapolis, MN06.1978
Skills
- Salesforce
- Customer support
- Conflict resolution
- Customer engagement
- Complaint handling
- Communication skills
- Problem solving
- Customer interaction
- Call center operations
Timeline
Sr. Customer Service Representative - Tier 3
Transamerica Retirement Solutions
12.2019 - 07.2024
Senior Specialist Guest Relations
Target Corporation
09.2018 - 10.2019
Customer Service Representative
Tennant Company
02.2018 - 04.2018
Retirement Service Specialist
Wells Fargo Institutional Retirement and Trust
08.2015 - 09.2017
Customer Service and Online Specialist
TCF Financial
08.2012 - 08.2015
Customer Service Specialist and Collector I
Wells Fargo Home Mortgage
09.2009 - 02.2012
Customer Service Specialist
Xcel Energy
01.2009 - 01.2010
Bachelor of Arts - Mass Communications and Jounalism
University of Minnesota
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