Thoua Xiong
Elk River,MN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Business and Finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
BUSINESS RELATIONSHIP SUPPORT REPRESENTATIVE
Wells Fargo
09.2018 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Act as a liaison between commercial clients and internal partners- sales consultant, relationship manager, fraud specialist, and bank operators to ensure delivery of quality services to meet clients’ financial needs.
- Provide clients with product training and walk-through Treasury Management products and services, research DDA, Wires, ACH, and fraud related transaction inquiries; and provide resolutions .
- Assist clients with online bank portal, control payables, receivables, reporting, and liquidity management
Senior Escalations Representative
Wells Fargo
02.2020 - 09.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Actively support, research, and provide resolutions to consumer's complaints range from moderate to complex cases
- Internal systems I use to accurately resolve complaints are CIV, SVP, Hogan, CCRS, DIPR, MARS, OIB and 10FC
- Provide support and resolutions to customer by phone, email, and or mail
Treasury Management Client Services 2
Wells Fargo
09.2018 - 02.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Well versed in system applications including multiple screens, Hogan, SVP, ACH, OIB, MARS, CEO, Global Check Clearing, RIDS, and C-star.
- Assist clients with product training and walk-through Treasury Management Products and Services
Default Management Foreclosure Associate 3
US Bank
10.2016 - 04.2017
- Created and updated records and files to maintain document compliance.
- Update and provide monthly balances regarding foreclosure reports
- Assist with legal documents on beginning and ending foreclosure processes
- Assist with managements daily reports consists of accounts receivable and payables along with foreclosure payoffs
- provide reports to all level of teams and management within foreclosure departments via email
- Execute legal documents to attorney in timely manners to initiate foreclosure process
Personal Banker
US Bank
04.2014 - 10.2016
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
Education
Bachelor of Science - Finance
Metropolitan State University
Saint Paul, MN05.2023
Associate of Science - Business Management
Minneapolis Community And Technical College
Minneapolis, MN12.2018
Skills
- Documenting Problems
- System Corrections
- Sales Report Generation
Team Collaboration
- Organization and Time management
- Decision making
Leadership
Problem Solving
Accounting
Data Analysis
Financial Reporting
Timeline
Senior Escalations Representative
Wells Fargo
02.2020 - 09.2022
BUSINESS RELATIONSHIP SUPPORT REPRESENTATIVE
Wells Fargo
09.2018 - Current
Treasury Management Client Services 2
Wells Fargo
09.2018 - 02.2020
Default Management Foreclosure Associate 3
US Bank
10.2016 - 04.2017
Personal Banker
US Bank
04.2014 - 10.2016
Bachelor of Science - Finance
Metropolitan State University
Associate of Science - Business Management
Minneapolis Community And Technical College
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