Marquetta Minott
Whitakers
Summary
Dynamic Senior Customer Service Representative with extensive experience at Wells Fargo, excelling in policy compliance and customer education. Proven track record in resolving complex inquiries and enhancing customer satisfaction through effective communication and active listening. Skilled in account management and team collaboration, consistently delivering exceptional service and fostering strong client relationships.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
Raleigh
06.2024 - Current
- Resolved customer complaints through effective communication and problem-solving skills.
- Educated clients on digital banking tools and resources for enhanced user experience.
- Collaborated with team members to improve service efficiency and customer satisfaction.
- Trained new representatives on company policies and customer service best practices.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
Senior Account Resolution Specialist
Wells Fargo
Raleigh
10.2017 - 06.2025
- Resolved customer inquiries through efficient communication and problem-solving techniques.
- Monitored compliance with policies and procedures to ensure adherence and accuracy.
- Documented interactions in the system for tracking and reference purposes.
- Assisted customers in understanding account statements and financial products effectively.
- Negotiated payment plans with customers to satisfy delinquent accounts.
- Developed rapport with customers to ensure satisfaction with resolution process.
- Conducted skip tracing activities when necessary to locate delinquent customers.
- Informed customers about issue resolution processes and progress and negotiated resolution of disputes.
Education
High School Diploma -
Northern Nash High School
Rocky Mount, NC06-2011
Skills
- Policy compliance
- Customer education
- Account management
- Team collaboration
- Product knowledge
- Active listening
- Communication skills
Timeline
Senior Customer Service Representative
Wells Fargo
06.2024 - Current
Senior Account Resolution Specialist
Wells Fargo
10.2017 - 06.2025
High School Diploma -
Northern Nash High School
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