1. Jessica Proehl
5320 SW 198th
Ave Aloha, OR 97006
(503) 290-4559
jrose212003@gmail.com
Summary of Qualifications
 2 years of experience managing, supervising, and leading other employees.
 6 year of customer service experience in retail and commercial environments.
 3 years business data collection and reporting experience.
 Experienced in organizing, prioritizing and completing multiple tasks in a high volume
environments and balancing multiple priorities.
 Excellent multi-tasking, organizational skills, communication skills, attention to detail, and
follow-through.
 Ability to interact professionally and positively with management, peers, and customers.
 Proficient in Oracle, MS Word, Outlook, Excel, PowerPoint, Microsoft Windows, GEM, Mobius,
AIS, CHRIS, AXCIS, Remedy, Samson, Lotus 1-2-3, YOM, Hogan/Shaw, C-focus, Lombardi,
Emerald, FDR/LIV, ACLS, Auto dialer, and Nice.
 Trained in Modifications(Hamp,Haup,2mp ,Proprietary) and Liquidations (Foreclosures , Short
Sales, DIL, Settlements, Collection Servicing Reinstatements DemandsPayoffs, Document
Processing, HEQ Maturity, Restrictions & Reductions, Originations, Modification applications,
Underwriting guidelines for multiple lines of businesses and Card Collections.
 Experience servicing Wells Fargo products and Wells Fargo systems/software.
Education
 Associates Degree in Administrated Arts Diablo Valley College completed December
2004.
 Bachelors in Business Science. University of Phoenix completed September 4, 2008.
Experience
(2009-2012) Wells Fargo Bank North America
Home Equity Collector 2 / Promontory Project
 Reporting and trending analysis in regards to Policies, processes, procedures and regulations.
 Identify and evaluate trends, isolate root cause, and provide thorough resolution with multiple
lines of businesses.
 Compile, analyze and document monitoring results, including dispute outcomes and resolution.
 Maintaining process efficiency, including process assessment and recommendations for
improvement.
(2008-2009) Wells Fargo Bank North America
Operational Processor 2
 Performed a variety of operational tasks for a moderately complex process or function.
 Held accountability for entire process from receipt of work/item to resolution and closure.
 Receiving and reviewing incoming work, contacting appropriate resources as needed;
entering transactions into CRT/PC, verifying accuracy.
 Researching and resolving complex customer issues and documents using multiple resources
and records; preparing, editing, distributing, and/or correcting specialized and/or complex
documents.
 Worked more independently and requires minimal supervision; responsible for monetary and
dual custody processes.
 Produced training material and trained peers on systems.
(2007- 2009) Wells Fargo Bank North America
Home Equity Collector 1

2.  Researched accounts, document findings, explain results to customer and resolve issues in a
professional manner.
 Responsible for resolving customer questions, receiving inbound calls/outbound dialing
and collection of payments.
 Excellent communication skills with customer and peers.
 Coordinates personal work activities along with team activities to achieve the volume
expected to meet operational requirements.
 Strong communication and negotiations skills.
 Ability to multi-task and prioritize in a fast paced environment.
 Produced training material and trained peers on systems.
(2006 to 2007) Encompass Tele-Communication
Customer Service Supervisor
 Responsible for supervising, training, evaluating and educating a staff of 20 customer service
representatives.
 Enforce policies and procedures.
 Researching accounts and explaining the results to the customer or member of the staff in a
timely and professional manner.
 Responsible for inbound and outbound phone calls, providing world class customer service,
payments and repayments, troubleshooting flows for equipment malfunction, sales and de-
escalations.