Customer Support West Valley
Resume:
Christina Nhan
West Valley City, UT *****
**********@*****.***
Work Experience
Escalated Complaints Specialist
Wells Fargo-Salt Lake City, UT
June 2024 to Present
• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
Customer Advocate
Goldman Sachs-Draper, UT
June 2019 to Present
• Work complaint cases with a detailed description of customer's concerns and wants such as an investigation using multiple types of programs that are available to us in order to "dig deeper" and find a resolution to the issue addressed.
• Position does include call listening sessions to determine if there is a customer error or agent error that had occurred during the call in which the complaint had originated.
• Taking escalated customer calls when customer requests to speak to a manager and making outbound calls to customer to notify of investigation findings and outcomes.
• Proficient use of Excel online worksheets are necessary to keep track of cases that are assigned to each advocate.
• Drafting and approving manual letters that are necessary to communicate to the customer about investigation outcome includes "Debt Validations," "Rebill letters for fraud claims/fraud confirmation letters), Credit Inquiry removal notifications, etc.
• Proficient understanding and documenting credit report disputes, credit report modification, and other laws and regulations that pertain to the company and mitigate risk. Collections Specialist
Discover Financial-Salt Lake City, UT
October 2014 to June 2019
• Front line specialist that assists customer that are going through a hardship/difficult time making their monthly payments with assessments that may make customer eligible for payment assistance programs.
• Set up payment arrangements in our system, in accordance too all regulatory and federal laws pertaining collections.
• Worked in SKIP tracing and also assisted in developed procedures to help make SKIP process more success with more right party contacts, therefore allowing high possibility of re-establishing a relationship with the customer and collect.
Education
Bachelor's in Economics
University of U - Salt Lake City, UT
June 2014 to May 2024
High school diploma
Skyline High School - Salt Lake City, UT
August 2011 to June 2014
Skills
• Research
• Account Management
• Analysis skills
• Communication skills
• Salesforce
• Sales
• Account management
• Organizational skills
Languages
• Vietnamese - Fluent
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