Customer Service Sioux Falls

Ryan C. Alberty

*** * ***** *** *** *** Sioux Falls, SD 57104 USA

605-***-**** ************@*****.***

Desired Position

Customer Service Lead

Qualifications: Motivated, personable individual with a good head for business, excellent customer service skills, proficient in excel and word. Vast experience in customer relations and employee interactions.

Employment

Wells Fargo – Sioux Falls, SD 57104 (June 2018 to Present) Position – Quality Assurance Analyst – Elder Finical Abuse Duties – Quality Control Elder Finical Abuse Forms before sending it to Adult Protective Services or Law Enforcement Agencies on our customer’s behalf. In addition, I am a Subject Matter Expert (SME), answer questions pertaining to Elder Finical Abuse, coaching, and training of current and new employees. Have been assisting in updating, rewriting, and developing new procedures. Wells Fargo – Sioux Falls, SD 57104 (May 2017 to June 2018) Position – Research and Remediation Analyst

Duties – Research and resolve high-level complaints on customer’s behalf, answer questions regarding the customer’s complaint and concerns, communicate the resolution of the complaint with the customer.

Wells Fargo – Sioux Falls, SD 57104 (February 2015 to May 2017) Position – Financial Crimes Specialist

Duties – Build and process claims for fraudulent transactions, process backend information between the merchants and the customers, along with general claim questions.

Total Support Solutions Inc. – Luverne, MN 56156 (October 2012 to February 2015) Position – Customer Service Representative - 1 year Duties – Answering questions regarding customer credit card accounts taking payments for customers and de-escalating calls from unhappy cardholders. Position- Customer Service Lead – 2nd year

Duties- Assisted agents on Help Line calls, defused escalated calls, monitored errors and evaluated agents progress, also assisted newly trained agents, and processing loans for various clients.

Manager -3rd year

Duties- Quality checks on other employees work, monitoring calls for quality, created spreadsheets for coaching agents and call monitoring, also addressed quality errors with employees and advised on corrections that needed to take place with personal coaching advice. Monitored and serviced various loan related products. Kum & Go – Sioux Falls, SD 57110 (June 2011 to October 2012) Position – Manager

Duties – Counted currency for daily reports, processed daily books, preformed daily gas measurements, Inventory checks and restocking. Daily employee relations and customer interaction. Maintained a pleasant atmosphere for customers and employees.

Education

Edgerton Public High School – Edgerton, MN 56128

Basic Curriculum

Graduated 2003

Minnesota West Technical and Community College - Pipestone, MN 56164 Starting Business Management courses goal to complete by 2026 Colleague References

Cyndi Harms - 507-***-**** (after 5:00 p.m.)

Trainer at Total Support Solutions

Years Known - 8

Christopher Munce – 605-***-**** (after 6:00 p.m.) Research and Remediation Representative

Years Known - 2

Trebor Sweeney - 757-***-**** (after 5:00 p.m.)

Manager at Perkins Family Restaurant- Worthington MN, 56187 Personal References

Tyson Facile - 507-***-****

Friend

Years Known-15

Steve Koopsma - 605-***-****

Friend

Years Known- 5

Brian Karls - 507-***-**** (after 5:00 p.m.)

Friend

Years Known - 9

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