Tykesha Bolden
Summary
Dynamic professional with extensive experience at Wells Fargo, excelling in root cause analysis and data-driven solutions. Proven track record in resolving complex customer complaints with empathy and precision, while collaborating cross-functionally to enhance processes. Adept at utilizing CRM tools to document findings and drive compliance, ensuring fair outcomes for customers.
Overview
13
13
years of professional experience
Work History
Senior Escalation Representative
Wells Fargo
07.2018 - Current
- Act as the primary owner for customer issues escalated from frontline support or other departments.
- Research, diagnose, and resolve complex customer concerns with empathy, accuracy, and professionalism.
- Document all interactions, root causes, and resolutions in CRM or case management systems.
- Identify recurring issues and collaborate with leadership to develop process improvements and training materials.
- Maintain up-to-date knowledge of company products, services, and procedures.
Research Analyst – Escalated Complaint
Wells Fargo
07.2012 - 07.2018
- Conduct detailed investigations into escalated customer complaints and issues received through internal or external channels (e.g., regulators, legal entities).
- Collect and analyze data from multiple systems and departments to determine root causes and identify corrective actions.
- Prepare comprehensive written summaries and reports detailing findings, resolution steps, and compliance considerations.
- Collaborate with cross-functional teams—including Operations, Risk, Compliance, Product, and Legal—to ensure accurate and timely resolution.
- Maintain accurate documentation of complaint investigations in case management systems in accordance with regulatory and company standards.
- Track and report complaint metrics, trends, and root cause data to management.
- Ensure all escalations are handled with empathy, professionalism, and a focus on fair customer outcomes.
Education
High School Diploma -
Curtis High School
Staten Island, NYNo Degree - Business Administration
Strayer University
Huntersville, NCSkills
- Root Cause Analysis
- Data Analysis
- Critical Thinking
- Attention to Detail
- Pattern Recognition
- Verbal Communication
- Written Communication
- Empathy and Diplomacy
- CRM and Case Management Tool
- Microsoft Office Suite
- Understanding of Regulations
- Policy Adherence
Timeline
Senior Escalation Representative
Wells Fargo
07.2018 - Current
Research Analyst – Escalated Complaint
Wells Fargo
07.2012 - 07.2018
High School Diploma -
Curtis High School
No Degree - Business Administration
Strayer University