KHENHONE AUSTIN JR
Charlotte
Summary
Dedicated and results-driven Customer Service Representative with 3+ years of experience in financial services, specializing in IRA and everyday banking. Proven ability to resolve complex issues, achieve top QA scores, and support team success. Skilled in investigations, mentoring, and using Wells Fargo systems like OIB, HOGAN MARS, and CIV. Thrives in fast-paced environments while delivering exceptional service.
Overview
5
5
years of professional experience
Work History
Customer Service Representative – IRA
Wells Fargo
Charlotte
06.2023 - Current
- Provide high-quality assistance to over 60 customers daily, focusing on IRA transactions and tax-year-specific inquiries.
- Consistently achieves 100% QA scores, demonstrating attention to detail and efficiency in a fast-paced environment.
- Support team members with complex cases, including difficult clients and data retrieval over 10 years ago.
- Complete critical forms for the IRA department to ensure accurate and timely processing.
- Resolve overdue cases live on calls by correcting errors made during previous interactions.
- Lead and mentor peers on high-priority tasks, investigations, and system troubleshooting.
Customer Service Representative – Everyday Banking
Wells Fargo
Charlotte
04.2022 - 06.2023
- Delivered customer service via phone, chat, and email for inquiries and transactions.
- Educated clients on digital tools and self-service options.
- Resolved complaints and escalated complex issues to proper departments.
- Maintained compliance with banking regulations and confidentiality standards.
- Met or exceeded performance metrics for satisfaction and service quality.
Operations Support Specialist
Sherwin-Williams
Charlotte
10.2021 - 03.2022
- Operated and maintained industrial paint production machinery.
- Performed preventive maintenance for safety and efficiency.
- Operated forklifts to move raw materials and finished goods.
- Recorded batch data and entered metrics into Excel.
- Ensured quality control and safety adherence.
Warehouse Operations Associate
Amazon Fulfillment Center
Charlotte
10.2020 - 10.2021
- Packed and labeled customer orders for shipment.
- Loaded packages onto conveyor belts to meet hourly goals.
- Performed maintenance and troubleshooting.
- Collaborated with peers to improve efficiency.
- Maintained clean, organized workspaces.
Education
High School Diploma -
Hanahan High School
01.2020
Skills
- Customer Service Excellence
- IRA & Banking Operations
- Problem Solving & Decision Making
- Investigations & Case Resolution
- Leadership & Mentoring
- Technical Proficiency
- Compliance & Confidentiality
- Communication Skills
- Adaptability
- Data Entry & Documentation
Timeline
Customer Service Representative – IRA
Wells Fargo
06.2023 - Current
Customer Service Representative – Everyday Banking
Wells Fargo
04.2022 - 06.2023
Operations Support Specialist
Sherwin-Williams
10.2021 - 03.2022
Warehouse Operations Associate
Amazon Fulfillment Center
10.2020 - 10.2021
High School Diploma -
Hanahan High School
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