Charm Bryant
Columbia
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
6
6
years of professional experience
Work History
Senior Escalation Specialist
Wells Fargo Bank
Columbia, SC
01.2021 - 04.2025
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Senior Remediations Representive
Wells Fargo
Colubmia
01.2019 - 02.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Developed a detailed remedial action plan with specific tasks, timelines, and responsible parties.
- Compensating customers for financial injury due to servicer errors, misrepresentations, or other deficiencies.
- Identifying customers affected by systemic issues detected in the banks’ systems and determining what’s required to address the impact to the customer
Executive ECMO Specialist
Wells Fargo Bank
Columbia, SC
01.2020 - 03.2021
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Reviewed employee concerns and new opportunities to drive business strategies.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Education
W.J. Keenan High School
Columbia, SCNo Degree - Finance
University of South Carolina
Columbia, SCSkills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Compliance and risk management
- Financial crimes analyst
- Strong awareness of the needs of company, and fellow co-workers
- Complaint investigation
- Client retention strategies
Timeline
Senior Escalation Specialist
Wells Fargo Bank
01.2021 - 04.2025
Executive ECMO Specialist
Wells Fargo Bank
01.2020 - 03.2021
Senior Remediations Representive
Wells Fargo
01.2019 - 02.2022
W.J. Keenan High School
No Degree - Finance
University of South Carolina