Dashanique Brooks
Charlotte,NC
Summary
Resourceful and results-driven professional with experience in legal case management, financial services, and customer support. Adept at resolving escalated client issues, preparing legal documentation, and managing confidential information. Strong organizational skills with a proven ability to handle high-volume workloads, meet deadlines, and deliver exceptional service in fast-paced environments. Recognized for problem-solving, attention to detail, and effective communication.
Overview
10
10
years of professional experience
Work History
Escalations Representative
Wells Fargo
02.2025 - Current
- Serve as a liaison between clients and internal departments to resolve complex account issues.
- Analyze account activity and documentation to recommend effective solutions.
- Maintain detailed case notes in tracking systems to ensure compliance and transparency. Support internal and external customers with inquiries and complaints regarding financial products and services
- Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
- Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
- Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
- Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
Legal Case Manager
The Law Offices of Roderick McIver
01.2021 - Current
- Conduct client intakes and review medical records, bills, damages, and settlement offers.
- Prepare and file legal documents, including pleadings, motions, briefs, and court filings.
- Assist attorneys with trial preparation, including exhibit organization and witness coordination.
- Manage electronic case files, ensuring accuracy and confidentiality.
- Ensured seamless transition of cases between attorneys by maintaining comprehensive case files with all necessary documentation readily available.
Client Service Representative
Truist Financial
01.2020 - 01.2025
- Handled 70+ inbound calls daily, assisting clients with accounts, statements, loans, and debit/ATM concerns.
- Resolved escalated product/service issues and complaints to retain clients and drive satisfaction.
- Maintain required performance standards in quality, occupancy, attendance, promptness and identifying client needs..
- Ensure the security of client information and assist with minimizing bank losses by performing client verification on each call received.
- Identify possible loan fraud and escalate for risk mitigation.
- Assess client needs and suggest products and services such as recurring ACH and use of company website to obtain information and make payments.
Temporary Legal Assistant
Constangy, Brooks, Smith, & Prophete
01.2021 - 01.2022
- Conducted legal research, case summaries, and drafted pleadings.
- Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
- Assisted attorneys with trial preparation, including reviewing witness reports and organizing exhibits.
- Finalized letters, briefs, and memoranda with accuracy and attention to detail.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
Data Entry Specialist
Old Dominion Freight Line, Inc.
05.2017 - 01.2020
- Accurately entered high-volume shipment and billing data at 62 WPM.
- Completed data entry tasks with accuracy and efficiency.
- Increased productivity through effective multitasking, prioritizing diverse workloads according to deadlines.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Enter BOL information into AS400 for numerous customers in a timely manner and identify and correct any errors on BOLs prior to entering the information
Customer Service Manager
Walmart
03.2016 - 01.2020
- Supervised employees and evaluated performance to improve service delivery.
- Handled escalated customer concerns, transactions, returns, and exchanges.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
Bachelor of Arts - Criminal Justice
Winston-Salem State University
Winston-Salem, NC05.2020
Skills
- Client & Case Management
- Escalations & Conflict Resolution
- Legal Research & Documentation (Westlaw, LexisNexis)
- Customer Service & Retention Strategies
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Trial & Litigation Support
- Administrative & Clerical Support
- Customer support
- Goal-oriented mindset
- Data entry proficiency
Timeline
Escalations Representative
Wells Fargo
02.2025 - Current
Legal Case Manager
The Law Offices of Roderick McIver
01.2021 - Current
Temporary Legal Assistant
Constangy, Brooks, Smith, & Prophete
01.2021 - 01.2022
Client Service Representative
Truist Financial
01.2020 - 01.2025
Data Entry Specialist
Old Dominion Freight Line, Inc.
05.2017 - 01.2020
Customer Service Manager
Walmart
03.2016 - 01.2020
Bachelor of Arts - Criminal Justice
Winston-Salem State University
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Nashia HallNashia Hall
Dental Assistant Extern at Smart OrthodonticsDental Assistant Extern at Smart Orthodontics