Summary
Overview
Work History
Education
Skills
Additional Skills
Timeline
Hi, I’m

Tezna Harris

Converse,Texas

Summary

I have23 years functioning in Customer Service focused positions, which qualifies me to display excellence in my craft. My goal is to obtain the mastery of knowledge to excel in all forms of customer service, human resources, human associations, and critical management settings.

Offering strong ability to connect with people and build rapport, eager to learn and grow in customer service environment. Delivers effective communication and problem-solving skills. Ready to use and develop conflict resolution and customer interaction skills in [Desired Position] role.

Motivated Customer Relations Professional with working knowledge of auto-dialing systems and above-average sales conversion rates. Adaptable and personable team player focused on providing exceptional customer service every time. Open to travel and willing to work flexible schedules.

Overview

13
years of professional experience

Work History

Wells Fargo Bank

Senior Customer Service Representative
07.2022 - Current

Job overview

  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

Wells Fargo

Escalation Specialist
08.2021 - 07.2022

Job overview

  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.

Wells Fargo

Financial Crimes Specialist
07.2018 - 08.2021

Job overview

  • Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
  • Identified assets of suspects in order to freeze and seize assets.
  • Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
  • Conducted interviews with suspects and filed reports of findings.
  • Collaborated with cross-functional teams to develop comprehensive financial crime prevention strategies.
  • Provided expert guidance on compliance matters during new product development initiatives to minimize potential risks.

USAA

Member Security Specialist
05.2018 - 05.2018

Job overview

  • Verification for Customers Updating Profiles
  • Reviewing Identity Documents
  • Ensuring Document accuracy
  • Processing Customer Documents
  • Direct Supervisor-Andrea Gonzales
  • Reason for leaving- The contractual relationship expired, but I am eligible for rehire

JP Morgan Chase

Fraud Specialist II
10.2011 - 05.2018

Job overview

  • Talented Fraud analyst with nearly six years of experience in gathering and analyzing financial reports
  • Data verification as regards to customer disbursement patterns, providing customer solutions when fraud has occurred
  • Resolving issues on customer accounts, closing debit cards, and redistributing a new card upon confirmed suspicion of fraud
  • Providing knowledgeable recommendation to customers educating consumers on techniques to avoid fraud in the future
  • Specialist fraud prevention
  • Review customers credit limit to educate consumers regarding responsible limit standards
  • Review customers spending patterns, and credit to increase card limits
  • Perform proper documentation for all transactions and maintain with integrity strict customer confidentiality codes
  • Providing peer coach and assisting with training additional specialists to reach increase productivity to reach company goals, and higher expectations
  • I am recognized for meeting and exceeding performance expectations, and for providing development support to government clients to build and maintain a scalable infrastructure in Profit & Loss Management
  • I adhere to company policy and procedure when confronted with various types of Fraud Mastery Compliance of FDIC and Banking regulations Peer assessment and coaching SAS/SQL programming languages VISA verification certified Claims audits and Adjustments Manage
  • I monitor and coordinate fraud risk management projects for credit, debit card products: Review, analyze, and identify indicators of potential money laundering or terrorist financing activity from information sources such as surveillance / monitoring alerts open source media reports
  • 23 years customer service
  • 9 years of banking experience
  • 10 years Microsoft /excel experience

Education

Strayer University

from Business Administration
01.2019

University Overview

Ruskin High

High School Diploma
01.1993

University Overview

Strayer University
Virginia Beach, VA

MBA from Business Administration And Management
07-2025

University Overview

Skills

  • Training and development
  • Microsoft Office
  • Client-focused
  • Excel
  • Quick learner
  • Computer proficient
  • Results-oriented
  • Call control
  • Reports generation and worksheet analysis
  • Customer support

Additional Skills

Additional Skills
Analyzing Financial Data, Risk Management, SAS, SQL

Timeline

Senior Customer Service Representative
Wells Fargo Bank
07.2022 - Current
Escalation Specialist
Wells Fargo
08.2021 - 07.2022
Financial Crimes Specialist
Wells Fargo
07.2018 - 08.2021
Member Security Specialist
USAA
05.2018 - 05.2018
Fraud Specialist II
JP Morgan Chase
10.2011 - 05.2018
Ruskin High
High School Diploma
Strayer University
from Business Administration
Strayer University
MBA from Business Administration And Management
Tezna Harris