Open to opportunities

hanee marga

@haneemarga

Account Resolution Associate Manager focused on compliant collections, coaching teams, and resolving complex customer issues.

Philippines

Message

What I'm looking for

I’m looking for a role where I can lead and mentor a collections/customer service team, strengthen process and risk controls, and handle complex escalations with clear compliance while collaborating effectively across stakeholders.

I’m an accomplished, results-oriented Account Resolution Associate Manager with a strong track record in customer service, collections, and compliant account resolution. I bring flexibility and adaptability to deliver efficient, effective performance—while organizing, prioritizing, and making wise decisions under pressure to meet deadlines.

I’ve supervised and mentored teams of collectors, monitored daily operations, and guided complex escalations by interpreting policies, procedures, and regulatory requirements. I’ve also served as a Lead POC for NH training and process updates, and was recognized as a Top Team Performer for consistently exceeding performance targets while maintaining high accuracy and compliance standards.

Experience

Work history, roles, and key accomplishments

Account Resolution Associate Manager

Wells Fargo

Jan 2022 - Jan 2024 (2 years)

Supervised a team of collectors for transactional account resolution work, ensuring timely completion, quality, and compliance in the collections function. Led process improvement and risk-control coordination, managed resources, resolved operational issues, and mentored and guided team members.

Team Supervision Collections Process Improvement Risk Control Compliance Workflow Management Resource Allocation Mentorship

Customer Service Representative

Wells Fargo

Jan 2014 - Jan 2024 (10 years)

Served as a Customer Service Representative, recognized as a Site Top Performer with a focus on account-related customer support and performance excellence.

Customer Service Client Relations Communication Skills

Lead Account Resolution Representative

Wells Fargo

Jan 2021 - Jan 2022 (1 year)

Monitored daily group administrative operations and provided feedback to improve processes and tools in the account resolution function. Handled escalations and resolved complex customer problems while following industry and regulatory guidelines, and delivered training and coaching to team members.

Account Resolution Process Improvement Training Escalation Handling Coaching Compliance

Senior Account Resolution Representative

Wells Fargo

Jan 2020 - Jan 2021 (1 year)

Supported less experienced team members and coordinated daily activities to maintain effectiveness of the account resolution team. Performed complex outbound calls to address payment delinquency, provided subject-matter expertise on policies and procedures, and collaborated with managers and business leaders.

Account Resolution Outbound Calling Subject Matter Expertise Compliance Coaching

Account Resolution Specialist Level 3

Wells Fargo

Jan 2018 - Jan 2020 (2 years)

Developed debtor location information for collecting past-due payments and operated in a high-volume customer-centric environment. Conducted risk-mitigating work by adhering to policies, procedures, and regulations, and supported complex escalated inquiries, credit bureau-related support, and special projects.

Account Resolution Debt Collection Customer Support Risk Mitigation Compliance Escalated Inquiry Research Statistical Reporting Special Projects Training Facilitation

Phone Banker Representative

Wells Fargo

Jan 2014 - Jan 2018 (4 years)

Provided phone-based customer service by handling routine to complex inquiries and complaints related to financial products and services. Resolved banking concerns and supported customers while following strict procedures to maintain high customer satisfaction.

Customer Service Complaint Handling Communication Skills Procedure adherence