Victoria Wells
Harlingen
Summary
Dynamic Senior Client Advisor with proven expertise in client relationship management and performance coaching at Advanced Call Center Technologies. Successfully enhanced client satisfaction through innovative banking strategies and effective conflict resolution. Skilled in quality control and process improvement, consistently achieving target metrics while fostering a positive team environment.
Overview
6
6
years of professional experience
Work History
Senior Client Advisor
Advanced Call Center Technologies
06.2022 - Current
- Managed a team of 20-25 agents
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Enhanced client satisfaction by providing banking management strategies and advice during escalated supervisor calls.
- Serviced and managed Bank of America client bank accounts for fraud protection
- Reviewed team statistics daily
- Preformed quality control on agent's daily calls to ensure
- Provided regular coaching to agents for performances
- Ensured the work environment stayed professional and maintained a good relationship with the team
- Created innovative processes and action plans to ensure improvement of target metrics throughout the team
Sales Associate
Advanced Call Center Technologies
06.2021 - 06.2022
- Provided over the phone customer service to clients that were interested in opening a student loan from our client company Sallie Mae
- Provided alternative methods or options to non-qualifying clients to be approved for a loan
- Completed applications for student loans
- Scheduled call backs to clients who were interested to complete to sale
- Built relationships with customers to encourage repeat business.
- Maintained statics to ensure monthly quotas and goals have been met
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Maintenance Supervisor
TruFit
05.2020 - 06.2021
- Maintained and maintenance gym to ensure it stayed a clean, hazard free environment for our customers
- Took inventory of supplies and what needed to be restocked
- Provided projects to night shift agents to be completed before the end of the shift
- Interact with customers to ensure a positive experience while using our facility
- Brought in potential clients to sale membership and services to
- Worked front desk and register when coverage was needed
Temporary Office Clerk
Penn Aluminum
04.2021 - 05.2021
- Answered and transferred calls to the appropriate department
- Separated, organized, and filed various types of documentation for storage.
- Created online files for documents
- Created excel spread sheets
- Transfer paper documentation into digital documentation for organizing
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Daycare Worker
TruFit
05.2019 - 09.2019
- Provided child care to gym clients while they utilized the facility
- Improved daycare environment by maintaining cleanliness, organization, and safety standards consistently.
- Enforced rules and managed behavior through developmentally appropriate discipline.
Education
No Degree - Nursing
The University of Texas Rio Grande Valley
Edinburg, TX05-2021
High School Diploma -
Harlingen High School South
Harlingen, TX05-2019
Skills
- Client relationship management
- Bank account management
- Quality control
- Performance coaching
- Customer service
- Team building
- Process improvement
- Sales strategies
- Stress management
- Effective communication
- Conflict resolution
- Time management
- Performance tracking
- Client retention strategies
- Loan Processing
- New account setup
- Microsoft Office
- Microsoft Excel
- Microsoft Word
Languages
English
Native or Bilingual
Timeline
Senior Client Advisor
Advanced Call Center Technologies
06.2022 - Current
Sales Associate
Advanced Call Center Technologies
06.2021 - 06.2022
Temporary Office Clerk
Penn Aluminum
04.2021 - 05.2021
Maintenance Supervisor
TruFit
05.2020 - 06.2021
Daycare Worker
TruFit
05.2019 - 09.2019
No Degree - Nursing
The University of Texas Rio Grande Valley
High School Diploma -
Harlingen High School South
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