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