Denise Button Email & Phone Number

Rochester, New York Metropolitan Area

• Led client calls at customized intervals to maintain continued alignment of client needs and product access• Fulfilled unique business objectives & strategic needs of clients identified through discovery • Advocated for client retention & issue resolution to improve satisfaction, while educating and empowering clients with key resources for success • Trained & collaborated with colleagues in areas of subject matter expertise, to generate ideas & provide support

Rochester, New York Area

• Maintained the confidentiality of customers’ information during informational and financial transactions• Greeted customers, managed phone calls and customer accounts by maintaining up-to-date and organized records for 3,000 clients during shifts as long as 8 hours• Answered questions, addressed concerns, and educated consumers to ensure customer competency when reviewing medications, bills, and practice policies • Organized, scanned, and uploaded over 8,000 clients records to transition from a physical to electronic system• Searched and obtained necessary information and records to both increase the speed of service and better the customer experience for clients and coworkers

Buffalo, New York, United States

• Analyzed customer financial and credit information to quickly determine loan eligibility• Educated customers on mortgage loan products that best fit their needs• Collaborated with internal business partners and customers to facilitate originations• Advocated for customers as their main point of contact, providing timely communications

Buffalo, New York, United States

• Led an employee engagement group for a team of 12, to create, develop, and implement activities to increase engagement• Researched and reported loss events that were a minimum of $10,000 near miss or realized losses• Identified and assessed risks while managing internal controls for key business processes• Tested and reported efficacy of controls to upper management for review

Buffalo, New York, United States

• Executed and proposed updates to the Quality Control review of 100 associate tasks and reports, to ensure accuracy and update associate scores accordingly • Collaborated with internal business partners and external servicers, for acquisitions and quality review of residential mortgage loans • Led monthly employee engagement initiatives among the insurance teams, encouraging team camaraderie during COVID-19 • Trained new associates on mortgage insurance procedures, tasks, and systems • Monitored and managed customer inquiries, provided timely and informative responses • Updated and maintained customer response job aids, to increase accuracy and consistency• Escalated customer concerns as necessary, provided the customer with the subject area expertise

Buffalo, New York, United States

• Trained on: unconscious bias, change management, effective presentation skills, inclusive leadership, and project management• Developed and presented recommendations to Senior Management with 4 management trainees, to grow and expand both our employee and customer base • Coordinated regular meetings with colleagues and Senior Management over a 5-month period• Organized and conducted internal informational interviews, set agenda and goals, and kept our team on track to meet deadlines • Presented employee development recommendations to increase employee retention and hiring methods, to divert a large loss of internal knowledge• Gained in-depth knowledge of the bank during monthly, week long training sessions

São Paulo Area, Brazil

• Studied Brazilian Portuguese and currently have an advanced knowledge of conversational Brazilian Portuguese• Collaborated with other exchange students and program supervisors from at least 12 different countries • Attended a Brazilian School that prepared students in 8 different subject areas in order to pass examinations that would result in colleges offering students acceptance into a specified college degree program

Bachelor Of Science - Bs, Business Administration And Management, General, 3.7/4.0

Activities and Societies: Women in Management, Tau Sigma (Transfer Student Honor Society)

Associate Of Arts - Aa, Liberal Arts And Sciences, General Studies And Humanities, 3.6/4.0

Activities and Societies: Honors Diploma, Phi Theta Kappa (Honor Society), Women’s Initiative in Leadership Course