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Skills

  • Process improvement
  • Relationship development
  • Communications
  • Customer service
  • Customer Retention Initiatives
  • Multichannel communication (email, phone, chat)
  • Cross-selling financial products
  • Personalized financial advisory
  • Business operations
  • Collaborating with internal fraud teams

Work Experiences

  • Achieved a 39% resolution rate within the first contact.
  • Approved cases of financial hardship.
  • Applied critical customer service techniques.
  • Awarded for performance in 2023.
  • Achieved a 16% increase in customer retention.
  • Achieved results over one year.
  • Consistently exceeded sales targets and received President's Club for top financial product sales for 2018.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a 63% reduction in recurring billing errors.
  • Collaborated with colleagues to drive financial literacy workshops.

Summaries

  • Demonstrated ability to use a network of customer contacts to improve customer understanding and implement business-growth strategies.
  • Achieved a 46% first-contact resolution rate.
  • Achieved a 44% reduction in billing errors.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Advised high-revenue clients on financial products.
  • Achieved a 18% decline in customer complaints.
  • Achieved the highest client satisfaction ratings.
  • Capable of executing high-volume call handling with an average time of 13 minutes per call while maintaining a low abandonment rate of 63%, ensuring customer issues are addressed efficiently.
  • Clear understanding of process improvement and strategic planning as well as process improvement training.
  • Analytical mindset focused on operational excellence.

Accomplishments

  • Implemented a proactive customer follow-up protocol, reducing missed follow-up calls by 18%.
  • Conducted targeted outbound campaigns that resulted in 13 new account activations within the past year.
  • Built trusting relationships with clients, which contributed to 30% growth in cross-sell opportunities for products like Jira.
  • Analyzed client needs to recommend banking solutions, surpassing monthly sales goals by 3%.
  • Resolved daily account discrepancies, leading to improved service delivery and a 55% increase in client satisfaction.
  • Provided compassionate guidance for clients facing financial difficulties, resulting in a 53% reduction in early account closures.
  • Completed outbound service calls that resulted in a 67% increase in client retention over a 2017-month period.
  • Reduced unresolved service issues by 36% by designing a customized client issue escalation protocol.
  • Utilized CRM tools to track client interactions and optimize contact strategy, increasing repeat customer interactions by 26%.
  • Coordinated with marketing teams to refine client outreach strategies, resulting in a 67% increase in new product adoption.

Affiliations

  • Society of Human Resource Management
  • Customer Experience Professionals Association (CXPA)
  • Institute of Internal Auditors (IIA)
  • Investment & Wealth Institute
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • Institute of Certified Bankers (ICB)
  • American Bankers Association (ABA)
  • American Financial Services Association (AFSA)
  • Certified Fraud Examıners Association

Certifications

  • Certified Solution Specialist (CSS) – Banking Focus
  • Certified Financial Services Compliance Officer (CFSCO)
  • Certified Teller Certification (CTC)
  • Credit Risk and Financial Analysis Certification
  • Certified Public Accountant (CPA)
  • Interactive Financial Services Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Financial Relationship Management Program
  • Certified Personal Banker (CPB)
  • Certified Anti-Money Laundering Specialist (CAMS)

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