Professional
Resume:
NP
Natashia Pettaway
Professional Summary
Senior account manager customer service with 17 years of experience in the financial services industry, primarily with Wells Fargo. Expertise in portfolio management, business development, consultative sales, and commercial banking. Proven track record of building relationships with high-value accounts and managing a multimillion-dollar book of business. Skilled in resolving complex customer issues, ensuring compliance with regulatory guidelines, and leading high-performing teams. I am a dependable and hardworking professional who consistently meets and exceeds goals and expectations. I have several years of experience working remotely and am currently seeking remote work opportunities. This setup has allowed me to maintain productivity and deliver high- quality work consistently.
Work History
Wells Fargo - Senior Escalations Representative
Remote
10/2021 - Current
Wells Fargo - Customer Service Representative
Remote
06/2019 - 09/2021
Conduct comprehensive and accurate reviews and investigations to determine appropriate course of remediation actions for escalated customer issues
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Process complex and/or corrective transactions online, including monetary and non-monetary actions, while assessing compliance with contractual terms, insurer guidelines, investor requirements, and regulatory guidelines
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Consult with senior management regarding transactions exceeding authority levels and establish latitude for exceptions to underwriting guidelines
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Use critical thinking to evaluate solutions and make decisions pertaining to matters with significant organizational impact
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Support customers with inquiries, complaints, or requests regarding accounts, products, or services offered by Wells Fargo
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Skills
● Effective leader
● Coaching and mentoring
● Team engagement
● Cross-functional collaboration
● Call center operations
● Regulatory compliance
● Complaint resolution
● QA monitoring
● Critical thinking
● Problem solving
● Attention to detail
● Customer relations and support
● Interpersonal communication
● Diversity awareness
● Self-motivated
● Flexible and adaptable
Education
12/2019
University of Alabama At Birmingham
Birmingham, AL
Bachelors of Business Administration
05/2016
University of Alabama
Master of Business Administration:
Finance
Wells Fargo - Personal Banker
San Francisco, CA
03/2017 - 05/2019
Provide information about account options, product features, and services
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Answer questions from customers about their accounts, products, or services
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Promote and sell products and services to customers, such as insurance policies, mortgages, credit cards, etc.
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Maintain accurate records of all transactions and ensure that all paperwork is completed correctly and accurately
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Participate in training programs, follow up on outstanding orders, and communicate regularly with supervisors
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Specialize in portfolio management, business development, consultative sales, and commercial banking
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Build relationships with high-value accounts and manage a multimillion-dollar book of business
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Attract new businesses through advertising campaigns and sales presentations
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Provide financial advice and guidance to customers based on their needs and goals
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Monitor the quality of goods and services provided to customers and ensure customer satisfaction
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Certifications
Certified Management Accountant
(CMA) Institute of Management
Accountants
Certified Customer Service Professional
(CCSP) National Customer Service
Association
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