Summary
Overview
Work History
Education
Skills
Timeline
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Ebony Brown

Chesterfield

Summary

Proven expert in banking regulations and customer service excellence, with a history at Wells Fargo of swiftly resolving complex issues, enhancing customer satisfaction, and safeguarding sensitive data. Demonstrates exceptional problem-solving and interpersonal skills, significantly improving client relationships and operational efficiency.

Overview

8
8
years of professional experience

Work History

Small Business Customer Service Banker

Wells Fargo
12.2022 - Current
  • Maintained friendly and professional customer interactions.
  • Managed sensitive client data with discretion, adhering strictly to privacy policies and regulatory guidelines at all times.
  • Perform Research to solve complex customer problems.
  • Support Performance and overall effectiveness of team as well as cross-group operational tasks
  • Managed high-volume call center, maintaining exceptional service standards for all customers.



Customer Solutions Expert

Journey Health & Lifestyle
08.2022 - 10.2022
  • Assisted seniors and disabled customers with troubleshooting mobility products
  • Conducted thorough research to provide customers with accurate information and reliable solutions.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Escalated customer issues to management for appropriate action to be taken.
  • Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.

Solutions Sales Coordinator

Estes Express Lines
09.2017 - 10.2021
  • Provided rates and quotes to customers
  • Promoted expedited service options businesses and third party companies
  • Developed strong client relationships and delivered high-value services, resulting in increase company market share
  • Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Customer Care Agent

Estes Express Lines
09.2016 - 09.2017
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Increased issue resolution rate through continuous training and performance evaluation.
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.

Education

High School Diploma -

Meadowbrook High School
06.2015

Skills

  • 6 months in business relationship support experience
  • 2 years in customer services
  • Excellent verbal, written and interpersonal communication skills
  • Telephone etiquette
  • Intermediate Microsoft Office Skills
  • Typing and Data Entry
  • AS400 Experience
  • Analytical skills with high attention to detail and accuracy
  • Ability to work effectively in team environment nd across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Problem analysis and resolution skills

Timeline

Small Business Customer Service Banker

Wells Fargo
12.2022 - Current

Customer Solutions Expert

Journey Health & Lifestyle
08.2022 - 10.2022

Solutions Sales Coordinator

Estes Express Lines
09.2017 - 10.2021

Customer Care Agent

Estes Express Lines
09.2016 - 09.2017

High School Diploma -

Meadowbrook High School

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Ebony Brown