Investigated and resolved escalated concerns presented by consumer borrowers.Mitigated negative survey replies sent in response to customer service interactions which led to increased customer retention.Corrected internal customer account errors and pricing issues.

Developed representatives after the completion of training by assisting with live customer interactions which decreased common errors and increased the overall customer experience.Collaborated across function with the compliance team which resulted in procedures aligning with regulatory requirements and decreasing the risk of failed annual audits.Managed employee training on unique tasks to alleviate internal errors and customer dissatisfaction.Offered continuous guidance, advice, and mentorship on escalated customer interactions which resulted in increased customer retention.

Provided first point of contact assistance to loan holders and small business owners seeking capital ina professional manner. Leveraged current finance expertise to ensure clients were knowledgeable andconfident in their business relationship with OnDeck. Maintained and updated account details as well as loan records. Analyzed sensitive business and personal guarantor data. Partnered with cross-functional teams to enhance the customer experience.

Financial advisor for the department of education and federal student loan holders.Assist borrowers with finding affordable repayment options.Process payments and place deferments or forbearances on the account to stop/prevent delinquent credit reporting.Primarily communicate with borrowers via phone.Accomplishments:Graduated from my training class with test scores in the high 90s.Received multiple perfect performance scores within one week of officially assisting Nelnet customers.

The first point of contact for all guests via phone, email and chat. Became knowledgeable of the Sondertravel business. Responded to and resolved guest issues in a timely and positive manner. Coordinatedwith cross-functional teams resolve guest issues and consistently communicated updates to guests.Managed cases submitted by cross functional teams as a liaison between the guest and those teams.Accomplishments:Received recognition for excellent communication skills, stellar organization skills, knowledgeableresponses, and results driven attitude.Became the subject matter expert on reservation creation and trust and safety procedure.

Provide support to sales managers and directors of corporate accounts holders. Maintain customerrecords, process large supply orders, updating business records, and create weekly sales data reports.Accomplishments:• Paired with sales managers and sales directors to develop strategies on how to grow the business ofmid-market customer accounts.• Became the dedicated support representative for a specific mid-market account which led to securinga $500,000 business opportunity between Staples and the customer.

Answered inbound calls from customers regarding their mortgages, aided customer’s throughout theirloan modifications process, scheduled follow up appointments with the assigned case manager, anddocumented all customer contacts in the correct system of record.

Provided support to the sales representatives via phone and email correspondences for the Facilitiesdivision of Staples. I processed account maintenance and maintained customer contact information,updated daily system of records, shipped product, processed customer purchase orders, and performedbilling tasks.Accomplishments:Elected as the mediator for all customer service representatives' work-life concerns. A call example was been implemented into the Staples customer service training modules.Promoted to a high touch specialty team within six months of employment.