Marcus McCaleb

515-***-****

adztyz@r.postjobfree.com

SUMMARY OF

QUALIFICATION

● 10 years of successful experience in customer service in a financial services setting with recognized strengths in resolving escalated issues. 3 years of experience in administrative assistance, bookkeeping, accounting and office management.

● Proven ability to manage pipeline of work while maintaining a high level of quality. ● Excellent working knowledge of Microsoft Office, Excel, PowerPoint and Outlook and Access.

● Ability to train, provide coaching and motivate others regarding areas of improvement. I have assisted in the training of new hires within Wells Fargo Retail Disputes. Identifying problem areas within lines of business and finding more efficient processes.

● Strong verbal and written communication skills with high attention to detail and accuracy. My letter content returns within billing disputes is constantly under the department goal.

● Excellent time management skills with the ability to work in a fast paced environment under deadlines while remaining detail oriented and providing high level service to internal and external customers. Ability to work through multiple systems while taking incoming calls and making outbound calls.

● Ability to work with professionals at any level due to strong interpersonal communication skills.

● Adaptability and quick learner, with the ability to take on new tasks with little instruction.

EXPERIENCE Cooler Distribution Supervisor: Anderson Erickson. Des Moines, IA

(August 2023- Present) Full Time 40+ hrs

● Directing Cooler workers on daily goals to meet for getting orders ready and loading into trucks for delivery.

● Providing routes and orders to the truck drivers.

● Preparing a lists of orders every work day from the customers

● Completing a count on product before every work day

● Somedays getting orders ready with the Cooler workers when we are short on staff

Research Remediation Representative II: Wells Fargo & Co. Des Moines, IA (October 2015- May 2023) Full Time 40+ hrs

● Providing detailed research related to billing disputes. Experience handling escalated concerns related to account adjustments. This task requires great attention to detail and accuracy.

● Regularly called upon to handle special projects related to natural disasters and urgent account matters.

● Strong interpersonal communication skills with the ability to collaborate with all levels of management.

● Responsible for reviewing accounts and identifying potential risks.

● Constantly meeting & exceeding department goals.

● Ability to complete tasks with little to no direction. Excellent decision making skills as it relates to accounting issues.

● Experience working in FDR, Irris, and Dash.

● Providing assistance to new hires with training and work direction. Facilitated meetings to collaborate with the Retail Service Quality Assurance department. Customer Service Representative III: Wells Fargo & Co. Des Moines, IA

(June 2014-October 2015) Full Time 40+ hrs

● Handled inbound customer calls related to retail services accounts all well providing professional and efficient customer care.

● Completed reviews to determine if customer concerns required escalation to upper management.

● Trained in Core and Dillard accounts.

● Provided leadership to less tenured team members. Assisted with training of new hires.

2nd Shift Supervisor/Forklift Operator: ABX Air Des Moines, IA

(March 2011-June 2014) Full Time 40+ hrs

● Supervisor of the 2nd shift crew

● Overseeing production

● Configuring routes for truckers who would deliver the freight

● Hiring of new employees

● Operating forklift

● Making sure the freight is being loaded properly and in a timely manner Forklift Operator/Team Lead: Conway Freight Des Moines, IA (October 2009-March 2011)

● Forklift Operator

● Loading trucks with cargo according to each stop

● Team Lead for a crew of six forklift operators

Help Line Phone Representative: Hewlett Packard Des Moines, IA

(May 2007-October 2009) Full Time 40+ hrs

● Handled inbound calls related to complex system issues.

● Responsible for taking escalated calls.

● Completed research related to determine the cause of account discrepancies. ● Responsible for researching and resolving customer disputes and complaints. ● Provided mentoring to new hires with the department. Assisted with on-going training for the department.

● Worked with all levels of management regarding customer concerns. Page 2

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