Fatima Ayers
Philadelphia
Summary
Dynamic customer service representative with over 10 years of experience dedicated to maintaining professionalism, patience, and efficiency to enhance customer satisfaction and loyalty. Proven ability to address complex customer concerns while delivering executive-level support in fast-paced environments. Expertise in evaluating claims for accuracy and compliance, complemented by strong organizational skills and meticulous attention to detail for efficient processing. Aiming to leverage these skills in a full-time position that contributes to the growth and success of the company.
Overview
12
12
years of professional experience
Work History
Personal Banking Associate
Wells Fargo
07.2023 - Current
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
- Assisted clients in evaluating financial needs resolving account issues,using investigative questioning and policy knowledge to recommend appropriate solutions.
- Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
- Collaborated with internal departments( fraud, underwriting, compliance) to resolve discrepancies and investigate unusual account activity.
- Resolved complex customer issues promptly, escalating matters when necessary to ensure timely resolutions and maintain client satisfaction.
- Played a key role in implementing a customer feedback system that led to actionable insights for continuous service improvement efforts, ultimately translating into higher customer satisfaction ratings.
- Initiated proactive outreach efforts targeting potential customers within the local community, resulting in a steady expansion of the bank''s client base.
- Ensured compliance with all regulatory requirements by meticulously reviewing transaction records and adhering strictly to established operational guidelines.
- Managed a diverse portfolio of high-net-worth clients, providing comprehensive financial advice and superior customer service.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
CERTIFICATION SPECIALIST
WOMEN’S BUSINESS ENTERPRISE CENTER-EAST
09.2021 - 07.2023
- Conducted and scheduled user interviews and surveys to gather insights that supported business development efforts and reduced client churn.
- Represented WBEC-east at trade shows, conferences and speaking engagements, strengthening client relationships and increasing brand visibility.
- Managed data entry and maintenance for over 1,500 client records with CRM system, ensuring data accuracy and supporting outreach efforts.
- Coordinated a volunteer network of 100 members to conduct certification site visits, reducing processing time for women-owned business certifications by 50%.
- Prepared monthly, quarterly and annual reports by generating and analyzing CRM data to support strategic planning and grant reporting.
DISTRICT OFFICE CUSTOMER SERVICE REPRESENTATIVE
PHILADELPHIA GAS WORKS
09.2015 - 06.2021
- Respond to 50+ incoming calls daily and evaluate information obtained from clients to determine eligibility for assistance; collaborate daily with service providers, discussing progress and evaluating the need to make changes to client information such as address, income, expenses and household information.
- Conduct intake interviews with families to gather information regarding eligibility for public assistance programs such as Low-Income Home Energy Assistance Program (LIHEAP).
- Maintain a detailed tracking system for all income and completed work assignments, providing weekly and monthly reports as requested; provide statistical analysis of types of complaints, resolutions and payment plans.
CUSTOMER CONSULTANT
PECO EXELON CORPORATION
03.2014 - 11.2014
- Provide service to PECO Electric and Gas customers Performed a set of regular procedures, as well as receiving and answering customer inquiries.
- Maintain up-to-date knowledge of Utility policies, account changes and Tariffs Cross-trained to handle multiple functions and back-up for other Utility Representatives when needed.
- Issue turn-ons, turn offs, transfer of service, and other customer requests.
Education
Business Administration -
COMMUNITY COLLEGE OF PHILADELPHIA
09.2007
High School - undefined
HORACE HOWARD FURNESS HIGH SCHOOL
06.2007
Skills
- Outstanding Customer Service
- Accounts Payable & Receivable
- Office Management
- Administrative Support
- Verbal & Written Communication
- Detailed & Deadline oriented
Timeline
Personal Banking Associate
Wells Fargo
07.2023 - Current
CERTIFICATION SPECIALIST
WOMEN’S BUSINESS ENTERPRISE CENTER-EAST
09.2021 - 07.2023
DISTRICT OFFICE CUSTOMER SERVICE REPRESENTATIVE
PHILADELPHIA GAS WORKS
09.2015 - 06.2021
CUSTOMER CONSULTANT
PECO EXELON CORPORATION
03.2014 - 11.2014
High School - undefined
HORACE HOWARD FURNESS HIGH SCHOOL
Business Administration -
COMMUNITY COLLEGE OF PHILADELPHIA