Business Membership Specialist Resume Vienna, VA - Hire IT People

SUMMARY

Seasoned and client - focused customer success specialist with vast experience in forging strategic client relationships, leading at ensuring maximum client satisfaction along with adhering to set policies and procedures.
Well versed in directing cross-diverse teams and overseeing project management functions. Solid track record of delivering positive customer experience to ensure fulfillment of client expectations.
Proven success in supporting major business initiatives and implementing robust strategies to steer exceptional outcomes.
Prudent in supervising and ensuring timely resolution of escalated client issues aimed functional teams and leveraging customer success best practices.

Areas of Expertise

PROFESSIONAL EXPERIENCE

Confidential, Vienna, VA

Business Membership Specialist

Responsibilities:

Analyze eligibility and good standing of business owner to ensure adherence to risk management procedures.
Utilize exceptional de-escalation skills to address and resolve escalated requests from members.
Manage and resolve members questions and concerns with regards to rules and regulations by using various methods such as email, Microsoft Dynamics 365 database, Webex, and SalesForce service cloud channel.
Develop and coach lower-level staff for Business Membership Member Service Representatives and Full and Lite Service branches through chat, direct message, or phone for troubleshooting, complex issues, review documentation for peers to ensure completeness, data integrity, and accuracy to comply with defined policies.
Assess and timely respond to customer requests by using Oracle RightNow messaging system. Evaluate requests from clients, conduct research on updates, and provide recommendations future decision making.
Adhered Confidential and Confidential industry regulatory requirements to process, edit, and maintain business documents.
Delivered high-end support across several channels through phone and email for assistance on questions about accounts, lending products, Confidential, Confidential, and account closures.
Reduced 25% hold times for the Assist line by recommending seasoned MSRs to evaluate documents and provide support for business lending, while supporting in SBA PPP loan program.

Confidential, Winchester, VA

Lead RI Agent

Responsibilities:

Delivered high-end customer services via telephone, while directing 40 RI agents at FEMA.
Provided appropriate information to people applying for disaster assistance via phones on available programs by utilizing web based NEMIS program.
Addressed and timely resolved customer concerns to maximize client satisfaction, while complying with FEMA policies and procedures.