LiveCareer-Resume

escalations representative resume example with 6+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Talented Escalations Representative, highly effective at sourcing, negotiating and buying goods, materials and services to meet company's operational requirements. Resourceful professional targeting alternate sources for goods and materials. Excellent attention to detail to manage processes and timelines and accomplish tasks.

Skills
  • [Type] sales
  • [Product or Service] knowledge
  • Needs analysis
  • Business development
  • [Industry] regulations knowledge
  • Product organization
  • Quality assurance controls
  • Microsoft Office expertise
  • Customer relations
  • Employee coaching
  • Customer Service
  • Problem Resolution
  • Business development understanding
  • Adaptive team player
  • Problem-solving abilities
  • High-energy attitude
  • Product organization
  • Report creation
  • Financial processes understanding
  • Risk management policies
  • Quality control
  • Money handling
  • Assessing fraud potential
  • Customer service-oriented
  • Experience management
  • Loss prevention
  • Follow-up skills
  • Teller background
  • De-escalating conflicts
  • Employee motivation
  • Creative thinking
  • Operations understanding
  • Cash ordering
  • Excellent communication skills
  • Risk management evaluation background
  • Strong sense of banking ethics
  • Exceptional customer service
  • Computer skills
  • Clerical
  • Flexible
  • Relationship building
  • Planning
  • Follow-up skills
  • Excellent communication skills
  • Friendly
  • Approachable
  • Reliable
  • Energetic
  • Strong work ethic
  • Customer Service
  • Quality assurance controls
Experience
Escalations Representative , 09/2019 - Current
Wells Fargo Flowood, MS,
  • Upheld strict quality control policies and procedures during customer interactions.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Documented conversations with customers to track requests, problems and solutions.
  • Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
  • Documented customer inquiries and feedback and entered service delivery suggestions in company database.
Lead Bank Teller, 01/2017 - 08/2019
Spokane Teachers Credit Union (Stcu) Post Falls, ID,
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
  • Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
  • Kept teller window areas clean, organized and fully stocked.
  • Balanced bank's vault of daily cash for withdrawals and deposits.
  • Completed monthly audits and managed overdraft reports.
  • Performed currency transaction reports for foreign currency.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Handled daily team scheduling and properly staffed shifts.
  • Took on additional shifts during busy periods to minimize staffing shortages.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Reduced errors by double checking transactions.
  • Prepared and submitted documentation for bank records and compliance purposes.
  • Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
  • Researched and resolved open items and deposit issues.
  • Verified amounts and integrity of every check or funds transfer.
  • Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Counted as much as $[Amount] in daily funds with manual and machine-assisted methods.
  • Assisted tellers with daily activities such as check approval, adding checks, locating errors and resolving member related questions.
  • Performed regular audits of teller activities maintaining signed records.
  • Earned high volume of referrals as part of bank's sales incentive system.
  • Evaluated, documented, and provided on-going feedback to tellers to improve work performance.
Teller, 09/2015 - 01/2017
Wells Fargo & Company City, STATE,
  • Maintained confidentiality of bank records and client information.
  • Adhered to financial services security and audit procedures.
  • Trained employees on cash drawer operation.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Directed specific questions to appropriate branch personnel.
  • Entered member transaction data into online banking software.
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
  • Assisted customers by phone and in person by answering banking questions and recommending solutions.
  • Kept teller window areas clean, organized and fully stocked.
  • Reconciled cash and checks against computer records at end of shift.
  • Responded and assisted customers with account inquiries and updates.
  • Balanced bank's vault of daily cash for withdrawals and deposits.
  • Entered transactions into computer and issued customer receipts.
  • Processed sales transactions to prevent long customer wait times.
  • Explained bank services, financial products and applicable fees to customers.
  • Performed currency transaction reports for foreign currency.
  • Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Assisted customers with bank operations, opening accounts, accessing safe deposit boxes and ATM operations.
  • Identified and eliminated errors when balancing ATM transactions, teller cash dispensers and teller cash recyclers.
  • Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Researched account information regarding loans and deposits.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Took on additional shifts during busy periods to minimize staffing shortages.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Earned high volume of referrals as part of bank's sales incentive system.
Education and Training
High School Diploma: , Expected in 06/2008
-
Sun Valley - Monroe, NC
GPA:
Status -

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Resume Overview

School Attended

  • Sun Valley

Job Titles Held:

  • Escalations Representative
  • Lead Bank Teller
  • Teller

Degrees

  • High School Diploma

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