Tezna Harris
6734 Slaton Fields,Converse
Summary
Dynamic Senior Customer Service Representative with a proven track record at Wells Fargo, excelling in complaint resolution and customer relations. Recognized for enhancing service processes and fostering team collaboration, while adeptly managing escalations and utilizing advanced data analytics to drive strategic improvements. Committed to delivering exceptional customer experiences under pressure.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
San Antonio, TX
07.2023 - Current
- Championed team initiatives aimed at elevating customer satisfaction and optimizing service processes.
- Guided junior representatives in their professional growth to boost overall team effectiveness.
- Evaluated customer feedback to uncover trends and drive strategic enhancements.
- Resolved complex customer issues promptly, contributing to superior service delivery.
Escalations Senior Speaclist
Wells Fargo
San Antonio, Tx
07.2021 - 2023
- Achieved high performance in fast-paced environments through proactive initiative.
- Delivered successful outcomes by collaborating with diverse teams on projects.
- Mastered new skills and adjusted strategies swiftly to meet changing demands.
- Fostered teamwork and independent contributions to enhance overall project success.
Financial Crimes Specialist
Wells Fargo
San Antonio
07.2018 - 2021
- Analyzed financial transactions to identify potential fraudulent activities and mitigate risks.
- Collaborated with law enforcement agencies to provide investigative support for financial crime cases.
- Conducted thorough investigations and assessments of suspicious activity reports (SARs) for compliance purposes.
- Utilized advanced data analytics tools to detect patterns indicative of financial crimes.
Education
MBA - Business Administration And Management
Strayer University
San Antonio, TX05-2024
Bachelor of Business Administration - Business Administration And Management
Strayer University
San Antonio, TX03-2019
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Escalation management
- Call control
- Conflict management
- Documentation review
- Call center experience
- De-escalation techniques
- Live chat support
- Representative training
- Email management
- Customer service
- Problem resolution
- Calm under pressure
- Understanding customer needs
- Customer relations
- Computer skills
- Calm and professional under pressure
- Microsoft office
- Inbound call management
- Customer account management
- Remote office availability
- MS office
- Call documentation
- Call center operations
- Quality assurance controls
- Policies and procedures adherence
- Complaint investigation
- LiveChat messaging
- Customer retention strategies
- Order documentation
- Call metrics
- Work prioritization
- Transaction processing
Accomplishments
100 percent quality scores every month
Timeline
Senior Customer Service Representative
Wells Fargo
07.2023 - Current
Escalations Senior Speaclist
Wells Fargo
07.2021 - 2023
Financial Crimes Specialist
Wells Fargo
07.2018 - 2021
MBA - Business Administration And Management
Strayer University
Bachelor of Business Administration - Business Administration And Management
Strayer University