Tracy Arriaga-Boyne
Escalation Specialist
Frankfort,IL
Summary
A passionate and hardworking individual who is committed to making a positive influence within an organization. I am a resourceful problem solver who is capable of adapting to changing environments and making the most of any opportunity. I am seeking a position in Customer Service to utilize and enhance my communication and leadership skill.
Overview
11
11
years of professional experience
Work History
Escalations Representative
Wells Fargo
02.2021 - Current
- Responsible for researching and responding to non-regulatory escalated inquiries and complaints from customers including but not limited to fraud, estate care, escalated claims, wire transfers, and fee reimbursements
- Resolves matters raised by customers utilizing knowledge of the organization, technology, products and/or services
- Duties include communicating with other departments, manager, merchants, or vendors to resolve customer issues
- Enacts all necessary correctional transactions, monetary and non-monetary, using appropriate methodologies
- Contact customers to advise of research outcomes and expected resolutions, steps, and timing in a variety of correspondence
- Fulfilled this position from a remote location, steadily increasing caseload expectations.
Research Remediation Analyst
Robert Half / Wells Fargo
11.2019 - 02.2021
- Worked for Robert Half staffing agency to provide customer service and resolutions to Wells Fargo credit card customers
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Solved customer issues and disputes through careful research and active communication
- Familiarized and implemented regular updates to remediation policies and processes.
Annuity Customer Service Representative
Athene USA
12.2018 - 11.2019
- Responded to over 50 inquiries a day from contract holders, agents, and internal parties regarding annuity products
- Provided information regarding annuity product features, contract values, withdrawals, and setting up Required Minimum Distributions (RMDs)
- Educated stakeholders about annuities, life insurance product changes and administered executive assignments from agents, policy owner, and third parties.
Front of House Manager/Server
Grumpy Goat Tavern
03.2013 - 12.2018
- Supervised staff, including hiring and training new employees
- Managed guest relations and social media presence
- Built and maintained positive relationships with vendors and staff which aided in identifying and developing new business opportunities.
Skills
- Excellent communication skills
- Research and investigation of customer grievances
- Trained Solutionist in National and State banking regulations
- Project Management
- Data collection
- Quality Assurance
- Documentation
- Operations management
- Onboarding
- (SVP) Service Vision Platform
- (CIV) Customer Information View
- (DAT) Disputes Automated Tracking
- (DIPR) Document retrieval System
References
Available upon request.
Timeline
Escalations Representative
Wells Fargo
02.2021 - Current
Research Remediation Analyst
Robert Half / Wells Fargo
11.2019 - 02.2021
Annuity Customer Service Representative
Athene USA
12.2018 - 11.2019
Front of House Manager/Server
Grumpy Goat Tavern
03.2013 - 12.2018
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