VANESSA VICTORY
Surprise,AZ
Summary
Dynamic customer service professional with extensive experience at Wells Fargo, recognized for exceptional problem resolution and policy compliance. Proven ability to enhance customer satisfaction through active listening and quality assurance. Adept at fostering team collaboration and training development, consistently achieving service goals in high-pressure environments.
Overview
11
11
years of professional experience
Work History
ESCALATION REPRESENTATIVE
Wells Fargo
PHOENIX, AZ
05.2020 - Current
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers through phone conversations.
- Stayed up to date on policies, procedures, and quality assurance.
- I have several years of experience finding solutions and meeting the needs of customers to solve their problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
PREMIER PHONE BANKER
Wells Fargo
Phoenix, AZ
04.2018 - 05.2020
- Participated in team meetings and training sessions to stay abreast of latest changes and updates.
- Ensured compliance with company policies and procedures when interacting with customers.
- Adhered to quality assurance standards while providing excellent customer service experience.
- Provided assistance to customers with inquiries regarding products, services, billing, and technical support.
- Familiar with First Data Resources and other systems to assist customers.
PHONE BANKER
Wells Fargo
PHOENIX, AZ
04.2016 - 04.2018
- Provided product information to customers in order to facilitate their decision-making process.
- Assisted customers with account transfers, balance inquiries, and other banking transactions.
- Verified customer identity according to bank policy prior to processing any transaction requests.
- Ensured compliance with applicable laws, regulations, policies and procedures related to banking services.
- Answered incoming calls from customers, providing customer service and resolving customer inquiries.
DEPARTMENT SUPERVISOR
Walmart
PHOENIX, AZ
12.2014 - 03.2016
- Provided coaching and mentoring support to team members.
- Managed inventory levels of supplies required for daily operations.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Addressed employee issues and conflicts to provide input, feedback, and coaching.
- Enforced safety rules and other policies to protect employees and minimize company liability.
Education
Associate of Science - BUSINESS
Northern Illinois University
Dekalb, ILSkills
- Policy compliance
- Team collaboration
- Problem resolution
- Quality assurance
- Active listening
- Training development
- Calm under pressure
Affiliations
- I LIKE TRAVELING
- CARING FOR MY BIRDS
- ENJOY EXPLORING DIFFERENT THINGS WITH MY GRANDCHILDREN
Accomplishments
- I RECIEVED RECOGNITION FOR QUALITY ASSURANCE
- I RECIEVED RECOGNITION FOR ACCOUNT REFERRALS
- I RECIEVED RECOGNITION FOR TOP SALES PERSON
Timeline
ESCALATION REPRESENTATIVE
Wells Fargo
05.2020 - Current
PREMIER PHONE BANKER
Wells Fargo
04.2018 - 05.2020
PHONE BANKER
Wells Fargo
04.2016 - 04.2018
DEPARTMENT SUPERVISOR
Walmart
12.2014 - 03.2016
Associate of Science - BUSINESS
Northern Illinois University
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