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Application Analyst Workflow Administrator Resume

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

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