Hanee Marga

Accomplished, highly motivated and results-oriented individual with years of career in customer service. Self-motivated and can work independently or in a team. Excellent interpersonal skills and able to communicate and collaborate effectively with co-workers at all levels and developed as well as maintained productive working environmental relationships.

Analyzed specifications to determine appropriate methods are applied. Proven ability to organize and prioritize as well as excellent oral and writing skills. Willing to face challenging issues while meeting deadlines under pressure and maximizing success.

Account Resolution Associate Manager at Wells Fargo (2022-08– 2024-12)

• Supervise a team of Collectors in transactional tasks including planning, directing, and evaluating workflow, as well as various processes to ensure timely completion, quality, and compliance in Collections functional area
• Identify opportunities for process improvement and risk control development by ensuring coordination of work activities to achieve the volume expected and to meet operational requirements in Collections functional area
• Make day to day supervisory decisions
• Resolve issues to monitor work allocation and operations under the direction of senior management by leveraging interpretation of policies, procedures, and compliance requirements
• Collaborate and consult with immediate Collections team and managers while interacting with external customers
• Manage allocation of people and financial resources for Account Resolution
• Mentor and guide talent development of direct reports and assist in hiring talent

Lead Account Resolution Representative at Wells Fargo (2021-03– 2022-08)

• Monitoring daily activities across group administrative operations.
• Provide feedback and present ideas for improving or implementing processes and tools within the Account Resolution functional area.
• Perform or guide others on complex tasks or initiatives that require planning, evaluation, and interpretation.
• Provide assistance and training on policies as well as procedures to less experienced individuals.
• Independently prioritize work and provide day to day leadership and mentorship to the team.
• Provides process related information to front-line account resolution representatives.
• Taking escalations and resolving complex customer problems and inquiries; while following industry and regulatory guidelines.
• Provide and deliver coaching to selected employees.
• Adheres to the Help-me-first or Helpline utilization guideline.

Senior Account Resolution Representative at Wells Fargo (2020-02– 2021-03)

• Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities
• Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area
• Perform complex transactional tasks, such as contacting customers to determine reason for payment delinquency and obtaining payment commitment by placing outbound calls which are no routine and require deviation from standard screens, scripts, and procedures
• Provide subject matter expertise and interpretation of policies and procedures to less experienced Account Resolution individuals
• Interact with immediate Account Resolution team, managers, and senior business leaders on wide range of Account Resolution related topics, as well as external customers

Account Resolution Specialist Level 3 at Wells Fargo (2018-05– 2020-02)

• Develop location information about debtors for purpose of collecting past due payments
• Works in a professional, customer-centric high volume environment contacting customers to determine reason for payment delinquency and to obtain payment commitment
• Has higher level of decision making authority when working accounts
• Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations.
• Researches and provides guidance to resolve the most complex escalated inquiries and issues
• Assist with compiling statistical reports and other special projects.
• Experience supporting Credit Bureau Department
• Facilitated Special project Boot Camp
• Facilitated Transition training
• Facilitated accelerated new hire
• Cross Trained to Prime Recovery group
• Supported Credit bureau dispute group

Phone Banker Representative at Wells Fargo (2014-10– 2018-05)

• Maintaining a high level of customer satisfaction. It involves overcoming customers' banking concerns which can include some escalated issues.
• Handle each customer with a friendly courteous touch while following strict procedures for handling various types of inquiries.
• Responsible for responding to routine to complex inquiries and complaints from customers regarding financial products and services.

Bachelor Of Science in Nursing – Our Lady Of Fatima University (2005-06– 2009-03)