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Richard Nzokwe adkdnh@r.postjobfree.com • 515-***-****

Des Moines, IA

Summary

Highly experienced customer service and analytic professional with over 5 years of experience providing excellent customer support via telephone and email in a sales, retention, and marketing environment. Excellent communicator with ability to relate to people of different background and life experiences and a passion for helping customers make the most out of opportunities. Extensive experience working with technology programs, and quick adaptability to change. Able to work in a fast pace production environment.

Professional Experience

Wells Fargo, Des Moines, IA 2019 – Present

Business Analyst

• Help resolve customer issues and concerned via phone call and email exchanges.

• Analyze business concerns, identify areas need improvements, and offer solutions through root cause analysis.

• Coordinate with relationship managers, IT developers, and upper management for timely delivery of projects.

• Solicit customer feedback via phone and converting feedback into opportunities for improvement. Wells Fargo, Des Moines, IA 2017 – 2019

Quality and Service Specialist

• Analyzed, recorded, and presented department quality data to leaders for informed decision making.

• Placed over 70 calls daily to external business customers to enquire about information and documenting conversations and data obtained following business policy and guidelines.

• Helped write procedures and conducted training for new and junior staff members. Liberty Tax Service – Remove 2013 – 2017

Consultant and Client Service Adviser

• Provided over the phone advice to customers regarding their tax needed.

• Placed several marketing and advertisement calls to existing and potential new clients regarding tax service.

• Files individual tax returns both virtually and in person. Nationwide Insurance

Sales & Retention Consultant 2011 – 2013

• Solve property and casualty insurance products through inbound and outbound telephone system in a call center environment.

• Received incoming service calls from customers regarding assistance with existing products.

• Assisted with retention efforts for customers calling to cancel service. Technical and Computer Skill: Microsoft Office (Work, PowerPoint, Excel – Advanced), Several Black Knite systems. Salesforce - Customer Relationship Management (CRMs) Education

Master of Science.

Iowa State University – 2011

Bachelor of Science.

Alcorn State University – 2008

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