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Skills

  • Customer retention strategies
  • CRM software proficiency ServiceNow
  • Customer issue resolution
  • Customer service trend analysis
  • Customer satisfaction optimization
  • First-contact resolution techniques
  • Customer account management
  • Financial Product Matching
  • Loan default mitigation techniques
  • Business Communication in Finance

Work Experiences

  • Achieved a 71% reduction in discrepancies.
  • Assisted in developing customer onboarding materials.
  • Assisted in reducing customer account discrepancies.
  • Achieved a 77% decrease in late payments.
  • Created customer satisfaction surveys to gather feedback, boosting loyalty rates by 47%.
  • Addressed discrepancies in customer accounts, leading to the resolution of 12 worth of account errors.
  • Developed feedback loops for customer service improvements.
  • Boosted NPS scores by 7 points.
  • Contacted customers to resolve issues.
  • Contributed to the refinement of the credit assessment process, decreasing approval timelines by 83%.

Summaries

  • Created 7 new customer support strategies.
  • Adept at leading teams.
  • Achieved a 21% first-contact resolution improvement.
  • Adept at providing personalized financial product suggestions.
  • Collaborated with the underwriting team on risk management.
  • Detail-oriented Customer Service and Loans Intern.
  • Dedicated loans processing professional.
  • Delivered valuable insights into customer behavior.
  • Customer-focused intern with hands-on experience in managing customer service databases, improving access time by 45%. Adept at resolving escalated cases and achieving conflict resolution without supervisor assistance in 39% of cases.
  • Collaborative Customer Service and Loans Intern.

Accomplishments

  • Reduced average customer query resolution time by 6%, providing thorough responses to complex loan and financial inquiries.
  • Developed a customer feedback system which improved first-contact resolution rates by 82%, increasing overall customer satisfaction.
  • Optimized the onboarding process for new loan customers, increasing loan application completions by 59%. Achieved smoother project execution through CRM (Asana).
  • Aided in drafting and rolling out a loan compliance training initiative that decreased compliance violations by 12 within 4 months.
  • Provided critical input on customer service scripts and responses for new products, attaining a 64% satisfaction rate for newly onboarded loan clients.
  • Initiated onboarding process improvements that enhanced customer communication and response time, improving overall loan origination rates by 47%.
  • Assisted in the development of a performance dashboard for the customer service team, improving KPIs and meeting department goals by 74% within 2017.
  • Reviewed and processed 5 loan applications per week, ensuring adherence to state and federal guidelines, significantly reducing processing time by 45%.
  • Collaborated with senior staff to review customer loan retention strategies, which led to a marked 55% improvement in retention rates over 4 months.
  • Utilized CRM software (Workday) to track customer interactions, improving efficiency and reducing response time by 5%.

Affiliations

  • Affiliate Member, Financial Services Compliance Association
  • Volunteer, Annual Financial Literacy Campaigns by metric
  • Member, Debt Advisory Youth Council Columbus
  • Member, National Credit Union Administration (NCUA) Student Program
  • Member, Customer Service Excellence Collaborators Network 2017
  • Volunteer, National Foundation for Credit Counseling Seattle
  • Participant, Youth Leadership in Financial Services Forum 2017-Present
  • Participant, Risk Management Association’s Young Professionals Network Portland
  • Graduate, Certified Customer Service Specialist Program OSHA
  • Attendee, Financial Services Marketing Summit

Certifications

  • Certified Bank Compliance Officer (CBCO) - Harbor & Co.
  • Ethical Debt Collection Certification - Lakeside Partners
  • Chartered Financial Consultant (ChFC®) - Brightline
  • Certified Fraud Examiner (CFE) - Lakeside Partners
  • Certified Information Privacy Professional (CIPP/US) - Beacon Labs
  • Customer Service Excellence in Financial Services Certification - Brightline
  • Microsoft Excel Advanced Certification – Financial Projections and Reporting - 2019
  • Google Project Management: Professional Certificate - 2017
  • Certified Financial Services Auditor (CFSA) - standard
  • Certified Professional in Customer Relations (CPCR) - Financial Services Focus

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