Experienced in gathering and analyzing relevant information to conduct research, identify issues, and provide effective resolutions. Proficient in Microsoft Word, Excel, and Outlook, with 14 years of customer service experience and strong conflict-de-escalation skills. Experienced in handling legal and regulatory complaints while ensuring departmental compliance with applicable requirements. Successfully supported and coordinated the needs of a team of 18 staff members.
July 2024 - Present)
Idaho Rural Water Association
Streamlined executive calendar management through appointment scheduling platforms, significantly enhancing daily workflow efficiency & improving meeting coordination
Enhanced financial accuracy by managing invoices, expense reports, & reimbursements for over 300 transactions using Excel & accounting software, saving the company significant time & resources
Improved document retrieval efficiency by 25% through meticulous organization of digital & physical filing systems, utilizing both electronic & hard-copy formats
Ensured 95% accuracy in financial reporting by conducting thorough bank statement reconciliations using Excel & accounting software, effectively preventing financial misstatements
Prepared reports, presentations, and internal communications for management
Coordinated office operations, including vendor communication and supply management
Dec 2020 - May 2024
Wells Fargo
Assisting other departments researching and providing resolutions to complaints.
Identifying customers fully compliant and steps to resolve the issue.
Review the Virtual Library and bulletins to stay on top of policy changes
Running special projects and pilots
Work consumer account complaints as well as claims and credit product complaints.
Managed daily workflow to meet closure targets while maintaining quality and operational standards.
Developed policy recommendations that improved efficiency by 15% and strengthened team collaboration through data analysis.
Independently managed complex cases, maintaining timely and professional customer communication.
Oct 2015 –Dec 2020
Wells Fargo
Assisting in floor walking and helping banker find solutions in the VL
Help improve banker performance by identifying opportunities and making recommendations.
Engaged with 80 to 120 customers daily using call scripts, enhancing customer satisfaction through efficient issue resolution
Provide first call resolution, while following procedures
Facilitated peer-to-peer coaching sessions, enhancing team performance & boosting employee morale through effective conflict resolution, feedback delivery, & active listening techniques
Offer products that help meet customer's financial needs.
Review the Virtual Library and bulletins to stay on top of policy changes
Running special projects and pilots
Do onboarding with new customers to ensure they have the right set up on the account
Resolved over 500 closed account cases for the Executive Office department, saving $50,000 in refunds & reducing customer complaints by 30% through expert case filtering & financial product knowledge
2026
American Public University (APU)