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Skills

  • Objection handling
  • Conflict resolution
  • Teaching expertise
  • Learning strategies
  • Issue escalation
  • Knowledge of the ins and outs of Child Protective Services (CPS)
  • Test of Nonverbal Intelligence (TONI)
  • Mood disorders specialist
  • Cross-functional team collaboration
  • Specialized training in grief counseling

Work Experiences

  • Oversaw treatment projects aimed at improving problem-solving abilities and creative thinking.
  • Implemented risk-assessment and mitigation strategies that were appropriate for the situation.
  • Physician Assistants and Psychiatric Nurse Practitioners were trained and supervised by me.
  • Lead
  • Went to networking events, trade shows, and conventions to learn more about the industry and meet potential clients.
  • Conducted comprehensive initial in-home psychosocial assessments prior to the first wraparound meetings.
  • Routinely performed forensic psychiatric evaluations in both civil and criminal cases.
  • Psychodynamic, family systems, cognitive behavioral, and lifespan integration psychotherapy were among the techniques I referenced and used.
  • Assisted clients in gaining a better understanding of their illnesses and treatment options.
  • Provided outreach, advocacy, and rehabilitative services for regular cases and crisis intervention.

Summaries

  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Highly effective in vendor management, evaluating personnel performance, and putting in place top-notch strategies.
  • Expert
  • Pragmatic
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Versatile
  • Caller is articulate and driven to succeed.
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.

Accomplishments

  • Project Management: category standard
  • Onboarded new hires and provided mentorship, leading to a 19% improvement in onboarding effectiveness and call handling.
  • Developed tailored solutions for customer concerns, improving long-term loyalty measured by a 57% increase in repeat business.
  • Resolved product issue through consumer testing.
  • Regularly pulled reports from Salesforce CRM to track call performance, improving data accessibility and analysis speed for leadership by 81%.
  • Converted 8% of escalated calls into satisfied customers, reducing overall escalation volume and strengthening customer retention efforts.
  • Executed outbound lead-generation calls contributing to a 70% growth in new client acquisition.
  • Trained continuously in upsell and cross-sell techniques, improving additional revenue per customer by $37,000, consistently meeting upsell quotas.
  • Achieved an average 10 calls handled per day while maintaining a customer satisfaction rate of 42%.
  • Worked with 4 high-value accounts, generating $8 in additional quarterly revenue through personalized CRM-based strategies.

Affiliations

  • National Association of Sales Professionals (NASP)
  • National Auto Dealership Association – Call Center Support Section
  • Denver Chamber of Commerce – Customer Service Committee
  • American Association of Inside Sales Professionals (AA-ISP)
  • Direct Marketing Association (DMA)
  • Sales Management Association (SMA)
  • Association for Computing Machinery
  • Society for Human Resource Management (SHRM) - Customer Service Chapter
  • Call Center Training Associates (CCTA)
  • Association of Information Technology Professionals

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Google Certified Professional Cloud Architect
  • Sales Process Optimization Certification – initiative
  • Cisco Certified Network Associate (CCNA)
  • Client Needs Assessment Strategies – method
  • Handling Objections and Overcoming Barriers Training – initiative
  • Business Communication Certification – procedure
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service & Sales Fundamentals – Summit Group
  • Conflict Management Certification - Cedar Works

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