Customer Contact Specialist – Life Insurance at Sammons Financial Group (2026-03 – Present)
- Handle inbound and outbound calls with life insurance policyholders and agents, providing timely and professional support.
- Research and resolve questions regarding life insurance policies, coverage, and account information.
- Manage customer cases from initiation through resolution, ensuring accurate documentation, follow-up, and timely resolution.
- Maintain strong customer relationships by delivering clear, accurate, and empathetic service.
Business Execution Consultant/Communication Lead at Wells Fargo (2023-02 – 2025-12)
- Function as a Business Execution advisor to leadership.
- Create content for, design and maintain Regulatory Operations internal SharePoint site and monthly communication.
- Facilitate online learning and development sessions and group All-Hands meetings.
- Manage and provide oversight and publish all Regulatory Operations business procedures in the Policy Library.
- Assist with Business Resiliency Coordinator responsibilities for Regulatory Operations.
Senior Quality Assurance Administrator at Wells Fargo (2020-02 – 2023-02)
Enterprise Complaint's Management Office (ECMO)
- Evaluate Executive Office complaint case intake, distribution, research, communication, and/or resolution.
- Ensure customer issues are addressed appropriately while maintaining compliance with internal company requirements and standards and/or agency or government regulations.
- Identify risks and/or problems to ensure clear documentation and all communication interact with appropriate parties and provide feedback while meeting prescribed deadlines and target goals.
- Provided virtual training via Skype for peers and leadership in Manila, Philippines and Salt Lake City, Utah on new systems and procedures.
- Created PowerPoint presentations for Diversity, Inclusion and Equality (DE&I) team meetings.
Research and Remediation Associate at Wells Fargo (2018-09 – 2020-01)
Email Complaints
- Create written response to customer email complaints related to financial products and services, feedback, and customer experience in both consumer banking and business online banking while utilizing research, multiple systems, and bank wide resources with a focus on first contact resolution and personalizing responses.
- Create cases to track customer complaints in the case management system, Universal Workstation (UW).
- Work routine online, consumer emails as assigned using knowledge of bank processes and procedures and keeping within regulatory standards and customer service guidelines.
- Submit update requests for customer facing communications.
- Participate in system process design improvement experiences.
Email Customer Service Representative (CSR) II at Wells Fargo (2017-11 – 2018-09)
- Compose formal business correspondence for Online Customer Service.
- Subject Matter Expert in Business Online Banking emails.
- Navigate multiple computer systems, applications, and utilize search tools to find information related to customer inquiries.
- Maintain strong knowledge of bank policies, bank processes and procedures and regulatory standards while remaining compliant.
- Address and resolve complex customer issues, customer experience feedback and disputes.
Financial Crimes Specialist II at Wells Fargo (2016-08 – 2017-11)
Call Center – Online Fraud
- Review, verify and/or identify customer transactions to detect and prevent financial crimes activities, policy violations and suspicious situations to mitigate and/or recover losses.
- Use a variety of sources for information, including online systems and tools/models.
- Document service complaints related to financial products and services.
- Perform general account handling functions such as closing accounts, adding holds and restraints, order new debit cards, etc.
- Document research findings and actions on cases for suspicious activity, Identity Theft Operations (ITO), Suspected Financial Abuse, and Fraud using risk management protocol.
Guest Services Associate, Operations Administrative Assistant at Utah State Fairpark (1999-07 – 2023-09)
- Administrative support for business operations, organization of procedure and reference content for easy access.
- Manage daily operation of temporary ticket office, including staff management and customer service.
- Develop integrated communications strategies and plans to be communicated through presentations for seasonal position training.
- Issue management.
- Purchasing, event set up, visual merchandising.
- Communicating in both written and verbal formats with senior level leaders including board of directors, fair director and Human Resources.
Library and Retail Associate/Social Media Relations Specialist at Salt Lake City Library (2014-08 – 2016-08)
- Customer Service.
- Check-in/out, organize and shelve library materials.
- Cash handling, purchasing, visual merchandising, and receiving.
- Event organization and set up.
- Implement and maintain digital marketing programs, execute marketing or direct mail programs and manage major marketing for The Friends of the Library and The Library Store as well as all library patrons.
Library Aide, Hope Fox Eccles Health Library/Inter-Library Loans Aide at University of Utah, Spencer S. Eccles Health Sciences Library (2014-07 – 2015-08)
- Customer service, provide reference information, process Inter-Library loans via online resources.
- Project management.
- Create visual aids and web based and print based communications for library public affairs informational video project and event advertising.
- Administrative support for business operations.
- Event organization and set up.
