Proficiently addresses client inquiries, concerns, and issues, consistently exceeding service qualitystandards and enhancing overall satisfaction.Fosters strong, trust-based relationships with a diverse portfolio of clients, providing tailored guidanceand solutions to meet their unique financial needs.Leverages Charles Schwab's advanced technological tools and platforms to streamline client interactionsand deliver efficient services.Consistently meets and exceeds… Show more Proficiently addresses client inquiries, concerns, and issues, consistently exceeding service qualitystandards and enhancing overall satisfaction.Fosters strong, trust-based relationships with a diverse portfolio of clients, providing tailored guidanceand solutions to meet their unique financial needs.Leverages Charles Schwab's advanced technological tools and platforms to streamline client interactionsand deliver efficient services.Consistently meets and exceeds performance metrics, such as client acquisition targets, asset growthgoals, and client retention rates. Show less

Established and promoted the Knowledge Base program for the Contact Center using Confluence. Facilitated knowledge transfer sessions with subject matter experts to design procedures that promote operational excellence and great customer service.Documented processes, and workflows to capture internal knowledge throughout the lifecycle of the loan. Analyzed the effectiveness of processes by observing usage and encourage staff suggestions for content updates.Ensured accuracy, change… Show more Established and promoted the Knowledge Base program for the Contact Center using Confluence. Facilitated knowledge transfer sessions with subject matter experts to design procedures that promote operational excellence and great customer service.Documented processes, and workflows to capture internal knowledge throughout the lifecycle of the loan. Analyzed the effectiveness of processes by observing usage and encourage staff suggestions for content updates.Ensured accuracy, change readiness, and accessibility of content in conjunction with business needs. Created and managed knowledge governance for drafting, reviewing, and publishing content.Examined data and trends within CSAT, NPS, Quality Scores, and contact volume to drive process decisions and uncover new content opportunities.Consolidated the findings using Jira to identify commonalities within the reviews and share insights with stakeholders.Developed projects using quantity of insights to asses impact, and manage the project through launch. Launched a CSAT survey within Five9 to quantify the quality of each inbound call, and identify areas for process improvements. Show less

Worked with cross-functional stake holders to identify and implement solutions in identified areas. Managed programs and process improvement across the company that aligned with the company’s key objectives.Launched, trained, and managed a pilot within Salesforce for the Business Development department to assess the CRM as Caribou’s long-term solution.Provided thoughtful leadership to assess emerging technology used to improve our product and service for the customer’s… Show more Worked with cross-functional stake holders to identify and implement solutions in identified areas. Managed programs and process improvement across the company that aligned with the company’s key objectives.Launched, trained, and managed a pilot within Salesforce for the Business Development department to assess the CRM as Caribou’s long-term solution.Provided thoughtful leadership to assess emerging technology used to improve our product and service for the customer’s experience.Assisted with the creation of the Customer Care department within Caribou, creating a method to handle inbound requests using Zendesk and Intercom.Designed and helped to implement customer experience enhancements across all business functions. Collaborated with external and internal candidates to assess, implement, and investigate new systems to ensure they appropriately met standards.Analyzed customer data to accurately evaluate pain points within the refinance process to discover any areas of opportunity from within the company. Show less

Selected, trained, oriented, developed and retained a team of business development representatives who were expected to display excellent sales and service skills.Participated and lead in the implementation and development of the business team, ensuring all team members are held accountable to meeting agreed upon expectations.Consistently achieved objectives of Caribou, including maintaining a positive morale, qualifying customer service, and respect for othersAnalyzed and developed… Show more Selected, trained, oriented, developed and retained a team of business development representatives who were expected to display excellent sales and service skills.Participated and lead in the implementation and development of the business team, ensuring all team members are held accountable to meeting agreed upon expectations.Consistently achieved objectives of Caribou, including maintaining a positive morale, qualifying customer service, and respect for othersAnalyzed and developed ongoing lead contacting strategies, to ensure maximum efficiency.Created and maintained metrics for my team of 10 to 14 representatives, as well as for the department. Possessed knowledge and solutions to ensure top level customer satisfaction by responding quickly and accurately to problems, concerns or needs.Mentored and coached new managers onboarding, ensuring quick and easy transition into the company or into the new role.Assisted in troubleshooting various systems when a member of the team was impacted by a delay or a bug. Show less

Conducted prospecting calls with customers to identify their interest in refinancing, overcame objections, and transferred customers to Loan Officers.Contacted and maintained a pipeline of 30 to 50 customers per day, categorizing them by lead source, and date applied to assess their likeliness to continued.Followed up with customers using written channels, text and email, to attempt to further discuss refinancing.Assisted other team members with follow-ups and various other… Show more Conducted prospecting calls with customers to identify their interest in refinancing, overcame objections, and transferred customers to Loan Officers.Contacted and maintained a pipeline of 30 to 50 customers per day, categorizing them by lead source, and date applied to assess their likeliness to continued.Followed up with customers using written channels, text and email, to attempt to further discuss refinancing.Assisted other team members with follow-ups and various other communications when they were out of officer or unable to do so.·Consistently exceeded the minimum call and transfer requirements of 80 calls, and 5 transfers to Loan Officers per day. Show less

Producing a quick product that meets corporation standards, while working in a personal relations field.