Qiera Love Boyd, APHR

Experience

• 

  Wells Fargo

  Jul 2016 - Feb 2020

  ● Assisted customers via email with a wide range of inquiries related to financial products and services.● Responded to complex customer inquiries and complaints utilizing multiple systems and bank wide resources.● Resolved complex issues high attention to detail and accuracy. ● Focus on first contact resolution and personalizing responses creating unique and personalized replies to unique situations.● Provided detail instructions for customers to self-services request within their online banking resources (Website and Mobile app).● Accountable for executing in a fast paced, collaborative environment that requires multitasking and effective communication. Show less • Effectively managed a pipeline of processing credit and depository relationship accounts, with a focus on; exceptional client service and proactive portfolio management.• Met with existing clients and prospects through personal calling efforts and other contacts, to provide financial advice and counsel, of the ways in which the bank can help provide business solutions to all of their financial needs.• Prepared for clients with pre-call planning and techniques. Taking a relationship building approach to deliver client solutions, while demonstrating the ability to overcome objections and problem solve.• Assisted clients in recognizing opportunities and risks while helping them accomplish their goals through their use of the Banks full range of products and services. Show less • Provided customer service resolution to complaints directed to regulatory agencies, merchants, clients and bankers.• Effectively managed a pipeline of cases from assignment to completion by analyzing, researching and resolving problems identified by internal and external customers• Used knowledge of banks process and procedures to provide a resolution that focused on mitigating risk for the client and bank.• Communicated with clients with strong telephone etiquette skills and proficient in troubleshooting escalations received via email. • Maintained and exceeded the quality standard Show less • Assessed client's needs in a sales environment by processing credit products by actively listening, eliciting information, comprehending customer issues/needs and recommended products/services to fulfill those needs.• Met all compliance, regulation, and identification requirements on a consistent basis.• Updated internal partners on procedural and product related enhancements.• Collaborated with Quality Assurance partners to identify quality issues in order to compile and implement various strategies that demonstrate proper procedures to minimize quality control issues throughout the center.• Follows the sales management process, ensuring a regular calling program to clients and prospects is in place in order to generate high quality new deposits and loan business from existing clients and prospects.• Processed complex transactions, and performed extensive research to resolve client issues. Show less

  • Email Customer Care Specialist

    Nov 2019 - Feb 2020

  • Business Banker

    Sept 2019 - Nov 2019

  • Research Remediation Analyst (Pilot)

    Apr 2019 - Sept 2019

  • Outbound Sales Specialist

    Jun 2017 - Apr 2019

  • Bank Teller

    Jul 2016 - Jun 2017
• 

  Wells Fargo

  Jan 2021 - Apr 2022

  Responsible for assisting employees on matters regarding personnel forms, records, and procedure and utilizes the company's internal human resources information systems to perform duties. • Quickly answers customer inquiries in a friendly and courteous manner.• Focus on first contact resolution and personalizing responses creating unique replies to unique situations.• Ability to elicit information efficiently.• Deliver exceptional service to customers through written, and interpersonal communication. • Ability to analyze, research, and respond to customer inquiries. • Guide customer through step by step self-servicing online options.

  • Human Resources Specialist

    Aug 2021 - Apr 2022

  • Chat Customer Success Specialist

    Jan 2021 - Aug 2021
• 

  23XI Racing

  Mar 2022 - now

  • Human Resources Generalist

    Dec 2023 - now

  • Human Resources Coordinator

    Mar 2022 - Dec 2023