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Jenwin Pelayo

@jenwinpelayo

Quality Assurance Analyst at Wells Fargo Bank who improved customer satisfaction by 15% and cut QA report turnaround time by 20%.

Philippines

Message

At Wells Fargo Bank, I conducted call audits and compliance reviews across multiple business lines. My coaching feedback helped raise customer satisfaction by 15%.

I also improved QA reporting processes, reducing report turnaround time by 20%, and developed tracking dashboards for leadership trend analysis.

Earlier at Wells Fargo Bank, I serviced commercial loans and resolved customer accounts. I managed loan portfolios with 98% accuracy and ranked in the top 10% for recovery efficiency while maintaining compliance.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Wells Fargo Bank

Nov 2021 - Mar 2026 (4 years 4 months)

Conducted call audits and compliance reviews across multiple business lines. Provided coaching feedback that raised customer satisfaction by 15% and reduced QA report turnaround time by 20%.

Quality Assurance Call Monitoring Compliance Coaching Data Analysis Tableau NICE Quality Central CRM Reporting

Senior Commercial Loan Servicing Representative

Wells Fargo Bank

Sep 2020 - Nov 2021 (1 year 2 months)

Managed a portfolio of business, medical, and real-estate mortgage loans with 98% accuracy. Partnered with credit, legal, and risk teams to ensure full compliance and improved case-resolution time.

Loan Servicing Commercial Loans Compliance Risk Management Customer Relationship Management Case Resolution

Account Resolution Representative

Wells Fargo Bank

Oct 2015 - Sep 2020 (4 years 11 months)

Handled inbound and outbound customer calls for account recovery. Ranked top 10% for recovery efficiency and negotiated payment plans that improved account rehabilitation rates.

Collections Customer Service Negotiation Account Recovery Compliance