William Gray
Mesa,AZ
Summary
Seeking a position with a company that will allow me the opportunity to utilize my wide array of self-motivation skills and customer service knowledge
Highly motivated with experience working in high volume production environment supporting operational and customer service functions. Possessing exceptional leadership skills. Strengths include: Team Building and Inclusion, Results Driven, Hard Working/Dedicated, Able to work in a high-volume environment, Verbal and Written communication skills, Critical Thinking, Out-of-the-box analysis, Adaptation to change, Quality Control.
Overview
11
11
years of professional experience
Work History
Customer Resolution Specialist
Wells Fargo
Tempe, Arizona
01.2023 - Current
- Provided top quality control and eliminated downtime to maximize revenue.
- Assisted customers with product returns, refunds, and exchanges.
- Conducted surveys to gather feedback from customers about their experiences.
- Provided customer service and resolution to inquiries received via telephone, email, and web.
- Maintained accurate records of customer interactions and transactions.
- Performed data entry tasks related to customer accounts and transactions.
Senior Operations Processor
Wells Fargo Bank
Tempe, Arizona
01.2020 - 01.2023
- Assist wholesale lines of business with large volume signer maintenance and account updates
- Receive and review W9 and W8 Forms and ensure customer accounts are properly certified in Hogan
- Active communication with bankers via outlook for escalations and research to make sure work is processed in a timely manner
- Working with Wholesale accounts
- Maintaining the relationships by adding, deleting and recertifying accounts
Operations Processor 3(CDAO)
Wells Fargo Bank
01.2019 - 01.2020
- Responsible for Fulfilling account open requests received Business Banking team members in Online Forms (OLF)
- Perform tasks associated with account open error-free
- Upload appropriate documents using Encapture to Deposit Imaging Process Redesign (DIPR)
- Working with Bankers and Relationship Managers to ensure Accounts are getting opened in a timely manner
- Quality Control oversaw all documents being processed to make sure they were being opened correctly
Operations Processor 2(DPSS)
Wells Fargo Bank
01.2015 - 01.2019
- Responsible for processing applications
- Working with W9/W8 documents for compliance and regulatory requirements to certify accounts and updated interest bearing status
- Working with Bankers through email to get mass request accounts done in Wholesale
Customer Service, Sales
Career Connect Live
01.2014 - 01.2015
- Handles Inbound/outbound calls in a high production environment
- Strong emphasis on servicing and advising customers on career development and job opportunities
- Effective listening skills to discover and understand customer’s needs
Education
High School Diploma -
Cesar Chavez High School
01.2013
Skills
- Team Building and Inclusion
- Results Driven
- Hard Working/Dedicated
- Able to work in a high-volume environment
- Verbal and Written communication skills
- Critical Thinking
- Out-of-the-box analysis
- Adaptation to change
- Quality Control
- Microsoft Office
- Hogan
- Scanview
- DIPR
- OLF
- Encapture
- EFW
- WCAO
- Call center experience
- Quality assurance controls
- Multitasking Abilities
- Attention to detail
Certificationsrecognition
- Cesar Chavez High School, 2009-2013
- Volunteering – Feed My Starving Children, 2015-2016
- Volunteering – Phoenix Festival of the Arts, 2016
- Golden Spoke Award Champion, 2018
Timeline
Customer Resolution Specialist
Wells Fargo
01.2023 - Current
Senior Operations Processor
Wells Fargo Bank
01.2020 - 01.2023
Operations Processor 3(CDAO)
Wells Fargo Bank
01.2019 - 01.2020
Operations Processor 2(DPSS)
Wells Fargo Bank
01.2015 - 01.2019
Customer Service, Sales
Career Connect Live
01.2014 - 01.2015
High School Diploma -
Cesar Chavez High School