NICOLE Y. EVANS
Charlotte, NC ***** 704-***-**** ad5cpb@r.postjobfree.com
Customer Representative
Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Passionate about building customer relationships and defusing customer situations.” “Customer-obsessed support professional looking to use my interpersonal and problem-solving skills to deliver swift resolutions.
SKILLS
High diligence and accuracy
Analytical and prioritizing skills, multi-tasking
Verbal, written and interpersonal communication skills
Strong Communication skills
Teamwork
Collaborative
Adaptability
Flexibility
Time Management
Reliability
Moderate Microsoft Excel skills
Advanced in Microsoft Office
EXPERIENCE
Wells Fargo, 2022 - Present
Quality Control Administrator
Provide quality control support
Perform quality reviews and ensure control procedures are followed
Identify, research, resolve and report all discrepancies related to claims, procedural issues, and quality data transmissions
Document quality issues and performance measures for management review
Provide support to the business line staff in the areas of reporting and business documentation
Evaluate the quality and accuracy of work being reviewed
Work closely with both internal and external customers to meet their service needs
Function as a subject matter expertise
Provide information and assist in the feedback and education to staff
Wells Fargo, 2018 – 2022
Quality Assurance Administrator
Provided support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies, and First Call Resolution
Escalated key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations
Reviewed systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary
Assisted in development and design of product specific databases
Review and score work
Prepared calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients
Monitored quality assurance programs and processes to identify gaps and risk assessment
Designed and conducted training for as needed
Provided coaching to staff and track performance expectations and results
Crafted final scoring decisions on disputes which impact quality results
Interacted with staff and business partners to promote teamwork and departmental effectiveness
American Red Cross, 2019 – 2021
Service Agent IV (Part-time)
Contacted donors to respond to questions and provide resolution, forwarded medical eligibility questions to the appropriate office as needed
Supported agent questions through phone, instant message and/or email, respond to emails to address the needs of the customer
Utilized multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls
Developed a working knowledge of donor criteria and organizational departments and maintain production standards to meet established collection goals
Developed a working knowledge of donor criteria and organizational departments and maintain production standards to meet established collection goals
Ability to work independently of others; major decisions require approval from Manager
Wells Fargo, 2016 – 2018
Brokerage Service Customer Representative III
Provided service support via phone to self-directed brokerage clients as well as Financial Advisor assigned account holders with assistance from senior staff or management support
Researched account and transactions records to resolve basic discrepancies, answer questions or provide documentation on client activities
Gained proficient understanding of product knowledge and continuously develop client service skills
Assisted clients with completing investment forms transferring funds, and completing distributions
Answered inquires related to tax documents trade confirmations and monthly investments statement
Functioned as priority contact number for assisting clients with questions regarding the Digital investment platform
Processed complex transactions and performed extensive research to resolve complex customer inquiries
Performed in a fast paced and high-pressured environment
Navigated multiple computer systems, applications, and utilized search tools to find information
Troubleshooting common problems
Assisted clients with a variety of financial needs
EDUCATION
NCAT State University
Bachelor of Science (BS) in Transportation and Supply Management