Donette Murrell
Charlotte
Summary
Achieved improved client satisfaction through proactive communication and support. Enhanced administrative capabilities by streamlining processes and fostering team collaboration. Demonstrated strong analytical and organizational skills to contribute to overall team success.
Overview
2026
2026
years of professional experience
Work History
Senior Resolution Specialist
Wells Fargo
2025 - Current
- Evaluated and analyzed death certificate court order documents and affidavits to facilitate disbursement or retitling of deceased customers' accounts.
- Analyzed and improved processes for handling escalated customer issues, enhancing service efficiency.
- Led initiatives to reduce response times for escalated cases, optimizing overall operational effectiveness.
- Provided exceptional customer service while managing a high volume of inquiries from clients regarding disputes or complaints.
- Coordinated closely with legal counsel when necessary to ensure proper handling of sensitive cases.
- Worked with compliance and legal departments to handle sensitive issues and legal proceedings.
- Negotiated settlements between disputing parties, balancing the needs of both sides while upholding company policies.
Operations Consultant III (Contract)
Bank of America
03.2023 - 06.2025
- Streamlined operational processes and procedures to enhance overall efficiency.
- Oversaw FX trade processing within JCash, ensuring precise and comprehensive verification of trades by settlement date.
- Verified accuracy and correctness of all trades prior to settlement date.
- Demonstrated agility in adapting to evolving project priorities and job specifications through analytical thinking and effective task prioritization.
- Facilitated collaboration with clients to identify challenges and implement strategies for enhancing operational efficiency.
- Oversaw corporate policy and procedure adherence to ensure compliance with federal regulations.
- Processed FX currencies and managed money markets. Assisted in submitting transactions for approval to upper management before banking cutoff time.
- Monitored and verified approvals to ensure flows remained in recon or open status with payment references by day's end.
Banker Service Representative
Varo Bank
06.2020 - 02.2023
- Facilitated customer support by addressing account inquiries and resolving issues.
- Resolved disputes through effective negotiation and conflict resolution strategies.
- Executed card activation processes to ensure seamless customer onboarding.
- Instructed customers on banking products and services to enhance financial literacy.
- Guided customers in navigating banking app functionalities.
- Managed daily call flow, ensuring 100-150 calls were effectively handled.
- Enhanced customer satisfaction through proactive strategies addressing needs and resolving concerns.
- Processed payments and updated accounts with current information.
- Delivered comprehensive information regarding company products and services to enhance customer understanding.
- Facilitated active listening to address customer concerns and escalated significant issues to supervisor.
- Addressed customer inquiries and suggestions with professionalism and courtesy.
Collections/Administrative Assistant
Metrolina Credit Company
10.2018 - 05.2020
- Supported financial office operations by coordinating funding deals for dealerships. Assisted in managing call collections to ensure smooth office functioning.
- Validated customer employment, residence, and insurance details to ensure accuracy.
- Processed customer account payments in Omega system.
- Executed collection of funds and scanned checks to ensure accurate closing deposits.
- Processed invoices and issued payments to insurance company clients and dealership partners.
Financial Crime Specialist
Wells Fargo Bank
04.2015 - 09.2018
- Facilitated resolution of fraudulent and non-fraudulent disputes for customers.
- Evaluated claims and assessed eligibility for temporary credit approval.
- Resolved customer disputes through thorough investigation and analysis.
- Executed closure of current debit cards and processed issuance of new debit cards in response to fraudulent disputes.
- Conducted thorough analysis of financial statements, bank records, and government databases to detect fraudulent activities.
- Conducted comprehensive collection, analysis, and interpretation of information, documentation, and physical evidence related to investigations.
- Presented composed and professional testimony to substantiate case evidence and establish timelines.
Education
High School Diploma - undefined
Timberland High School
01.2005
Skills
- Assisted in developing trading systems to enhance operational efficiency Supported team members in executing trading strategies effectively Contributed to maintaining system integrity and performance
- Conducted comprehensive reporting and analysis to inform strategic decision-making
- Spearheaded initiatives to enhance operational efficiency and effectiveness
- Oversaw data operations to ensure accuracy and efficiency in data management
- Facilitated achievement of team goals through strategic planning and collaboration
- Assisted customers with inquiries and concerns Provided support to resolve issues effectively Maintained accurate records of customer interactions
- Utilized Microsoft Office applications to assist in document creation and data organization Supported team members in preparing presentations and reports Maintained accurate records using Excel spreadsheets
- Assisted teams in completing projects on schedule and within budget Supported project coordination efforts to enhance team collaboration Contributed to problem-solving initiatives to improve project outcomes
- Demonstrated proficiency in managing multiple tasks simultaneously under tight deadlines
- Applied analytical skills to evaluate complex problems and develop effective solutions
- Implemented Maximus healthcare system to streamline patient management processes
- Cultivated and strengthened customer relationships to enhance loyalty and retention
- Supported daily office functions to maintain smooth operations Assisted team members with administrative tasks to enhance productivity Coordinated schedules and meetings to optimize time management
- Facilitated resolution of complex problems through analytical and strategic approaches
- Demonstrated comprehensive understanding of compliance regulations and standards
- Conducted comprehensive data analysis to identify trends and insights
- Oversaw database management operations to ensure data integrity and accessibility
- Assisted teams in analyzing data to identify trends and insights Supported decision-making processes through critical evaluation of information Contributed to problem-solving initiatives by applying analytical skills
- Demonstrated expertise in Finastra Summit software functionalities
- Demonstrated meticulous attention to detail in all tasks and projects
- Executed accurate data entry processes to ensure information integrity
- Oversaw project timelines and resource allocation to enhance operational efficiency
Timeline
Operations Consultant III (Contract)
Bank of America
03.2023 - 06.2025
Banker Service Representative
Varo Bank
06.2020 - 02.2023
Collections/Administrative Assistant
Metrolina Credit Company
10.2018 - 05.2020
Financial Crime Specialist
Wells Fargo Bank
04.2015 - 09.2018
High School Diploma - undefined
Timberland High School
Senior Resolution Specialist
Wells Fargo
2025 - Current