Customer Service Agent II

Coinbase

1. Actively worked to display a courteous and empathetic attitude to customers, resulting in an average of 85% first contact resolution (FCR) which resulted in positive customer experience and reduced call volume.
3. Exceeded ACW metric standards by 4 minutes or less which helped surpass service level agreements by 20%.
5. 99.5% or greater monthly average QA resulted in boosting Q2 customer satisfaction survey scores.
7. Communicated with clients regarding crypto and payment transactions, account services, statements, and balances. Managed, prioritized, and responded to Tier 2 issues, inquiries, and escalations. Experience with KYC, compliance, payments, fraud, account access, trust and safety, and operational domains.
9. Selected and advanced into an L & D Leadership role, providing onboarding and new hire training for multiple classes of 20-30 associates

Senior Operations Processor

Wells Fargo

1. Handled high net worth clients aiding with bill pay, high volume transfers, payments, cashier's checks, GL balancing, wires, account closures, refunds and Entered data into computer tracking system.
3. Aided department with on the floor support for colleagues while training new hires.
5. Developed and supported knowledge of evolving products and services to accurately answer questions and provide recommendations for the best interest of our customer.

John Swett

General