Assistant Director, Private Donor Services

• Jan 2023 - Present

Officer Private Donation Services

• Jan 2022 - Jan 2023

Research Remediation Analyst 1

• Nov 2019 - Oct 2020

• Research and managed escalated and complex customer issues, providing resolution to drive customer satisfaction and thereby retention by Wells Fargo. • De-escalated irate customers by helping them feel heard and understood by asking questions that bore to the root cause of their issue and desired resolution. • I utilized a rapidly adapting and changing array of computer systems to gather information and work the cases in a quick and efficient manner. • I garnered proficient knowledge in the CSS, CIV, ECMP, FDR, SVP, NICE, MARS, ICP, and Provenier Underwriting systems as well as daily use of Excel and Word. • I utilized my years of retail management experience to communicate appropriately with these customers and get the best resolution for everyone relayed. • I often contacted the customer to garner more information and facts for the case to further deep research the case. • I worked effectively between customers, team members, and many other organizational teams within Wells Fargo to gather the information needed to accurately solve the case. • I managed an increasing pipeline of cases on a day-to-day basis to reach a case goal of 25 running open cases at a time, flexing between all cases to make sure everything was up to date and moving along towards the resolution and closing of the investigation. • To comply with legal and confidential requirements each cases’ notes and information were meticulous and highly detailed. • It was necessary to lay out all the information in both the accurate complexity of it, and in a way the customer could understand when I relayed the resolution to them. • Executive Office Complaints

Office Manager

• Mar 2016 - Aug 2016

Merchandise Flow and Sales Manager

• Jul 2014 - Feb 2016

I manage the sales floor building sales, and creating a friendly environment for staff and customers. I also assist with the flow of merchandise from our stock room to the sales floor on a daily basis.

Sales Manager

• Jan 2014 - Jul 2014

Visual Merchandiser

• Aug 2012 - Jan 2014

Inventory Control Manager

• Jan 2008 - Aug 2012