Application Analyst Workflow Administrator Resume
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Charlotte, NC
SUMMARY:
- Team Manager committed to educating associates with an emphasis on quality and customer treatment.
- Leads by example while providing strategies to ensure high metrics.
- Customer Service Specialist with 10+ years of experience in customer relations.
- Consistently achieve record - high customer satisfaction rankings, while providing excellent service and building relationships for the business.
EXPERTISE AREA:
- Coaching and Development
- Complaint Handling & Resolution
- Mortgage
- Time Management
- Organization Skills and Productivity
- Customer Relations
- Treasury
- Team building & Quality Assurance
- Problem Solving
- Life Insurance
PROFESSIONAL EXPERIENCE:
Confidential, Charlotte, NC
Application Analyst Workflow Administrator
Responsibilities:
- Possess the ability to communicate over the phone with clients in a professional and organized manner.
- Contact applicants via phone scheduling their life insurance application interview.
- Assign the application request in the team box to the Application Analyst for processing with good judgement.
- Recognizing and understanding the difference between Perm and Term application requests and time needed for processing.
- Assist the Case Managers and Term Service Specialists when a request is not assigned properly- missing Licensing Validation, assigned activities request used incorrectly, Rush calls need but not rush mailing.
- Corresponding with Financial Advisors daily ensuring Unsigned Application Packages are sent and returned within 30 days.
- Understanding the Service Level Agreement for the team and work to meet goals
- Able to distinguish between time zones for scheduling and assigning purposes
- Evenly distribute the workload while watching the workflow looking for minimum/maximum capacity
Confidential, Charlotte, NC
Tech User Support Specialist
Responsibilities:
- Exhibit a high level of familiarity with applications and their functionality.
- Document procedures and policies to ensure the successful expansion of future customer support operations.
- Respond to customer service requests within via email, phone, live chat, etc.
- Adhere to company policies and procedures to ensure accuracy and efficiency.
- Take ownership of resolving customer service issues from start to finish
- Gather, analyze and present customer service feedback to various stakeholders
- Analyze requests to lower support drivers and predict future support volume
- Find and adopt operational efficiencies in customer support processes
Confidential, Charlotte, NC
Responsibilities:
- Ensure quality on-going support of all Treasury Services products and services by providing Confidential telephone assistance to external high-level corporate/commercial clients, Confidential & Confidential branch personnel, account officers, sales consultants or any other related internal department.
- Research and respond to all client inquiries in a high quality, timely and efficient manner.
- Demonstrating expertise on Corporate Call Wires, as well as commercial account analysis, by developing and maintaining extensive knowledge of the products and services.
- Understand and utilize the electronic filing system used to house all current profile and contractual files for all clients and their respective services.
- Completing, reviewing and submitting Treasury Services documentation for setup and maintenance for cash management products and services.
- Cross-train on all products, services and systems for the purpose of providing overall relationship support
- Adhere to department standards regarding call tracking
- Monitor incoming emails and postal services tracking daily totals for migrations and non-migrated accounts
- Work independently and as a team utilizing organization and time management skills
Confidential, Charlotte, NC
Annual Enrollment Team Lead Health and Benefits
Responsibilities:
- Develop and manage Customer Service Representatives monitoring and evaluating quality inbound and outbound calls.
- Provide coaching and feedback driving performance while focusing on clients’ needs.
- Strategic Planning reducing risk to clients and the company by monitoring metrics ensuring that performance was meet by associates daily.
- Provide direct supervision managing behaviors and trends to guide a positive professional environment.
- Adhere to best practices following policies and procedures
- Coach and Developing promoting proper call handling and customer service etiquettes
- Create a positive environment promoting teamwork
- Build relationships with clients for continued business and rapport
Confidential, Chesapeake, VA
Officer, Case Management/Collections Team Manager
Responsibilities:
- Acquired divestiture from Confidential Home Retention Services handling multiple tasks within a 24-hour environment.
- Responsible for managing, promoting, and directing 4-30 mortgage account managers with an understanding of regulatory guidelines, ensuring that they are followed.
- Encourage continuous process improvement by developing ways to assess and maximize opportunities for change.
- As a Quality liaison contributed to the success of the Military Assistance Unit meeting and exceeding the quality Metrics for yearly performance.
- Coach and Developing successful leaders
- Build relationships with other lines of business to servicing customers in a one-call resolution
- Assist customers through the process of stating the application while ensuring that all questions answered with accuracy
- Monitor reports to ensure that the customer loan is within guidelines to move to the next process for assistance
Confidential, Norfolk, VA
Responsibilities:
- Providing home modifications from various investors to prevent foreclosures.
- Created Escalation Manuals for Norfolk Military Site implementing new procedures to share best practices.
- Handle multiple tasks while meeting deadlines and motivating associates to perform.
- Acting Team Manager
- Build relationships with Commercial Lending while assisting with loan origination, marketing and trade
- Assist customers through the process of stating the application while ensuring that all questions answered with accuracy
- Going Confidential to WOW the customer providing customer satisfaction
Confidential, Norfolk, VA
Quality Lead Operations Representative
Responsibilities:
- Provided continuous and supervision for 40+ account managers on quality and paperwork accuracy.
- Monitors associates quality listening performing side by sides along with utilizing monitoring systems.
- A pproving refund and wire transfer request and assist with escalated call; provided solutions. Reviewing and approving refund request.
- Creating and implementing new procedures and process improvement
- Monitor quality and create reports ensuring Unit goals are met
- Assist customers and associates through the process of stating the hardship applications
- Facilitate s to continuously educate the site on new policies and procedures
Confidential, Norfolk, VA
Collections Account Manager
Responsibilities:
- Serviced customer with credit card accounts that were 5-180 days in a manual, dialer and inbound environment.
- Initiated customer contact to resolve past due accounts while building a continuous rapport.
- Building rapports with the customer to ensure there is a continuous relationship and growth within the company
- Educating customers providing options to assist in bringing delinquent accounts current
- Monitor accounts to ensure payments are received prior to charge off
- Processes a full financial background to ensure that I am offering the best options for the customer
Confidential, Norfolk, VA
Customer Service Representative
Responsibilities:
- Worked internally as a liaison between the customers and company providing account service and resolutions for customers’ consumer credit cards.
- Offering new services to customers to build relationships for company growth ensuring customers’ satisfaction.
- Providing teamwork assisting with quality listening and peer coaching helping teammates and managers to maintain customer satisfaction.
- Fully serviced customers, service and billing needs.
- Building rapports with the customer offering other products to ensure there is a continuous relationship and growth within the company
- Accurately processing payments to ensure no errors to the customer and bank