Service Representative Customer

Tressa Turbes

Sioux Falls, SD ***** 605-***-**** ****.*.******@*****.***

Skills and Abilities:

● Successful job reviews

● Maintained high quality scores

● Build strong relationships with customers, leaders, teammates, and other internal departments

● Excellent attention to detail

● Ability to work independently while using problem solving and analytical skills as well as implement any coaching/feedback given to me

● Multitask using multiple systems (phones, computers, programs)

● Excellent communication skills

● Negotiation skills

● Persuasion

● Collections

● Compliance proficient: Risk and Regulations

Experience:

Paws Abilites — Sioux Falls, SD

RETAIL SERVICES AND ANIMAL CARE (MARCH 2022 – AUGUST 2022)

● Assisting cash register duties and rewards programs for customers

● Individually assisting customers seeking advice or product knowledges for their individual pet(s)

● Provide advice and guidance for animal care

● Care for animals by providing clean and proper husbandry

● Properly feeding and watering each animal to their individual needs

● Facing, organizing and stocking shelves to assist in sales of products

● Maintaining a professional store appearance by regular sanitizing and cleaning

Wells Fargo Bank — Sioux Falls, SD

EXECUTIVE OFFICE CASE SPECIALIST (NOVEMBER 2020 – PRESENT)

● Respond to written and verbal complaints via letters, emails, and phone calls

● Create written correspondence to respond to customer complaints

● Use problem solving and analytical skills in my everyday duties

● Use multiple systems on every case to aid me in my research (Outlook, Excel, Word, Skype, Team, Procedures, System of records, etc.)

● Respond to complaints with understanding and empathy

● Work as a "detective" to gain understanding about the complaint and how I can resolve

● Ability to credit account fees/reimbursements

● Ability to work independently while following procedures

● Ensure compliance and policies are met avoiding risk

● Work independently with minimal supervision

● Communicate and work with various departments to solve escalated issues

● Continued education with annual ongoing trainings Wells Fargo Bank — Sioux Falls, SD

WELLS FARGO STUDENT LOAN II (MARCH 2014 TO NOVEMBER 2020)

● Educated customers on private student loans and assisted them throughout

● Took initial application, pulled credit reports, requested and gathered needed documents, and communicated decision and next steps to applicants

● Reviewed documents and accounts to ensure all info is received and correct to move applications forward in loan process

● Earned and gained customer trust and loyalty by using empathy and rapport

● Utilized a computer, telephone, office suite software, and customer relationship management software daily

● Completed ongoing trainings to comply with rules and regulations Wells Fargo Bank — Sioux Falls, SD

WELLS FARGO RECOVERY COLLECTIONS SPECIALIST (MARCH 2010 TO MARCH 2014)

● Leveraged strong communication and active listening skills to assist customers with defaulted student loans.

● Evaluated customers' financial situations to negotiate full payment, settlement or terms for repayment.

● Effectively managed time to complete several tasks while being available for inbound customer calls.

● Handled escalated situations with customers and third-party individuals.

● Research and understand each customer to make a decision on behalf of Wells Fargo for possible legal action.

Wells Fargo Bank — Sioux Falls, SD

WELLS FARGO COLLECTOR II (NOVEMBER 2008 TO MARCH 2010)

● PC skills with internal systems to troubleshoot and navigate common problems efficiently.

● Used an auto-dial system to initiate customer contact and determine reason for delinquency.

PC skills with internal systems to troubleshoot and navigate common problems efficiently.

● Evaluated customers' financial situations and negotiated terms of repayment to bring account current.

● Utilized communication skills and follow regulations to determine if the customer meets qualifications for deferment or forbearances if needed.

● Mentored of new team members, provided training and Wells Fargo Bank — Sioux Falls, SD

CUSTOMER SERVICE REPRESENTATIVE II (AUGUST 2000 TO NOVEMBER 2008)

● Exceeded customer expectations by listening and eliciting information effectively.

● Followed proper policies and procedures to assist customers with questions, while providing accurate information and alternative viable options.

● Maintained knowledge of evolving policies and procedures.

● Trained and mentored new hires in classroom and side by side learning environments.

● Utilized strong PC skills with internal systems to troubleshoot and navigate common problems efficiently.

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