Customer Service Call Center
Resume:
JASMINE DANIELS
S U MMARY
Management I have ** years in finance call center. Within those years I have also supervised 20 plus team members on a team and have coached 6 years as well in supervisory position. I am very attention detailed, analytical, an also handles escalated concerns effectively. Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives. Ability to implement a solution and communicate, in clear business terms, the benefits of the proposed risk management approach. I would provide integrity and influence with great desire to alleviate any issues. Strategic Planning and excellence innovator. Resolve issues to monitor work allocation and operations under the direction of senior management by leveraging interpretation of policies, procedures, and compliance requirements. Collaborate and consult with immediate Collections and Customer team managers while interacting with external customers. Manage allocation of people and financial resources for Account Resolution. Mentor and guide talent development of direct reports and assist in hiring talent. Customer-oriented Professional with 10 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in Finance/ collections CS industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success. E X P E R I E N C E
Supervisor
Wells Fargo Home mortgage San Bernardino, CA May 2023 - Current Account Resolution Specialist III Hybrid CS
Wells Fargo Home Mortgage in California San Bernardino, CA February 2016 - June 2021
I Bring default loans current
I analyze their accounts and provide them with critical information that needs to be brought to their attention
I assist them with programs that help them bring the information current Taking calls over the phone and handling complex issues Accomplishments I am grade by quality assurance for my calls and I have been a perfect score for 3 months and was provided a certificate I assist with customer service and Account resolutions very knowledgeable between both departments
Ensure there is workout options available for customer needs due to hardship Meet all expectations and goals set
Provide integrity and influence on the team
Coach and provide pod leadership support
De-escalate
Net loyalty champion for great service
Customer service escalation
I answer all supervisor calls and provide the final resolution I make efficient decisions regarding fees that comply I provide efficient and effective customer service to assist my customers in financial success
S K I L L S
Strong knowledge and
understanding of CIV Customer
Information View, Virtual Library,
Hogan, CCM Customer Contact
Management, CSA Customer
Service Application, Softphone,
WFO Wells Fargo scheduling system,
Nexidia Call Recording.
Helped develop a team to handle
complex customer service tasks and
create initiatives and programs to
assist with consumer lending
business goals.
Content Management Expertise
Processes and Procedures
Quantitative Skills
Experience in Leadership
Improvement Plan Knowledge
C O N T A C T
***********@*****.***
San Bernardino, CA 92404
E D U C A T I O N A N D
T R A I N I N G
Bachelor of Science
Business Management
University of Phoenix-Online Campus,
Arizona
April 2023
Diploma
Medical Billing and Insurance Coding
UEI College, Riverside, CA
April 2014
Associate of Science
Business Management
Barstow Community College, Barstow,
CA
January 2014
Lead
Capital One Bank April 2012 - September 2013
Customer Service Rep/Cashier/Trainer
Shell Gas, Travel Centers of America Dallas, TX July 2009 - April 2012 I provided efficient communication to team members regarding risk and updated procedures
Assisted with coaching for strengths and opportunities Assisted with projects that were complex for origination and subordination team I am detail oriented can handle high volume or pressure with time frame for objectives as well
Generate and exceed my sales goals for refinance and Purchase Led my team with sales I was always a steady 80 % when goal was 65% Directed a team of 20 employees on my team with strategy to stay in adherence and alleviate risk
Communicated with many third parties to handle deals for, payoff, refinance, sales, and other processes
I always analyze and go over beyond on financial reviews to help the customer save money or meet whatever goal they are aiming for Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
Review strategic approaches and effectiveness of support function and business performance
I ran some meetings for team building and ice breaker meetings for new team members.
Set up plans to handle payments, payment plans and defaults on balances. Negotiated dispute resolution and communicated resolution status to customers. Encouraged, empowered and motivated team to accomplish objectives. Helped employees feel valued and supported on interpersonal, customer and operational issues.
Led routine meetings to share new policies, gather feedback and improve team cohesion.
Produced SOPs to document workplace procedures and optimize productivity through standardization.
Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
Review strategic approaches and effectiveness of support function and business performance
Coach and provide pod leadership support
Risk reports and holding risk meetings
Train and help with performance development over 20 plus agents on my team and helped other teams
I trained all new hires which was a total of 7
I received vendor orders
I scanned in items
I made sure that the store was stocked with the correct inventory Handled Supervispr Requests/concerns
Handled all transactions, cashiered ensured cashiers effectively provided excellent service.
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