Arshari Thompson

Antioch CA *****, Ph: 925-***-****

acol4j@r.postjobfree.com

Career Objective:

Utilize my customer service and leadership skills to promote positive

client relationships and corporate profitability for an organization that

values and rewards integrity, teamwork and measurable results.

Professional Attributes:

7+ Years Customer MS Office Proven Leadership Thrives in

Service- Banking Proficient and Coaching Skills Challenging Work

Industry Environment

Excellent Written Customer Reliable Ability to Analyze

and Verbal Satisfaction Driven and Solve Problems

Communication

Skills

Work Experience

Wells Fargo Bank Na, Customer Service Rep 1

(08/2013- Present)

> Service new /existing customers with checking, savings, and credit

card accounts

> Provide navigational assistance for online banking and resolve online

technical issues

> Responsible for responding to escalated inquiries and complaints

requiring special handling

> Effectively communicate with other departments to resolve escalated

issues

> Possess similar authority as first tier supervisors to make override

decisions

> Resolve complex customer inquiries and complaints within the technical

dept.

> Suggestive sale of company products and services to new and existing

customers in efforts to meet/ exceed sales goals

> Continuously meet quarterly sales goals. Currently ranked level 4

banker out of 5

> Functions as a team lead, Provide 360 degrees feedback for new

employees

Bank of America Customer Service Specialist II Overnight Services

(11/2011- 05/2013)

> Strive for one-call resolution for calls involving: lost, stolen,

compromised account information

> Research and follow up on complex risk management issues

> Cross trained on all three platforms, CA, Model and NW for Lost and

Stolen Services

> Consistently meets and exceeds departmental statistics with call

metrics

> Ability to remain calm with irate customers while successfully

educating the customer on their accounts.

> Effectively assist customers with protecting themselves and their

accounts against fraud and identity theft while deepening customer

relationships with the bank.

Bank of America Customer Service Specialist II CD/IRA - Las Vegas, NV

(1/2011-11/2011)

> Provide customer service and assist associates at an inbound call

center with a call volume of up to 80-100 calls per shift

> Handle complex or escalated calls from customers or internal partners

with providing delivery of sales fulfillment, service and

administrative requests specifically with CD/IRA accounts

> Effectively increased sales and built customer relationships by

optimizing sales opportunities on each call by soliciting balance

transfers from competitors, soliciting cash deposits into checking

accounts and offering additional products and services.

> Identify and discover relationship opportunities by matching

appropriate products to the customer's needs

> Secure accounts for travel

> Perform routine account-related transactions such as opening new

accounts, completing the account set-up process, performing account

maintenance

> Solve problems, investigate and resolve a wide variety of customer

issues and concerns

> Collaborate with other departments to meet expectations to fulfill

customers' requests

Bank of America Senior Customer Service Representative - Concord, CA

(09/2005-12/2010)

> Provide customer service and assist associates in an inbound call

center with a call volume of up to 100+ calls per shift

> Resolved complex service issues or referring to appropriate associate

to guarantee customer satisfaction and retention.

Provided account maintenance to business and personal account holders

Routinely serviced accounts including: providing routine balance,

debit / credit information, telephone transfers, service charges,

electronic funds transfer's disputes and stop payment requests

Answered general and technical inquiries pertaining to Bank of

America's Online Banking for customers regarding products and services

offered by Bank of America via online banking

Professionally resolved difficult complex issues, encouraged daily

interaction with team members to achieve common goals

Trained newly hired associates

Monitored associates calls to ensure quality performance

> Provided 360 degree coaching

> Ran daily reports on associates current metrics

> Conducted daily huddles pertaining to new systems implementations

and communicated line of business updates to team

> Provided feedback to team manager and facilitator about strengths

and/or areas of opportunity for new associates, coaching to success

for current position that would promote growth within the business

Asset Representative

> Voice of the associate

> Took feedback from teammates on current issues/ topics/future

events

> Assisted with planning, coordinating, and operating process with

site celebrations, fundraisers, charity events

> Assisted with cross-training existing associates

> Assisted team manager with running daily reports/ data entry for

the team, and other projects that were presented

Education

Ygnacio Valley High School, Concord CA

Graduated 2004

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