Jamila E. Email & Phone Number

Chicago, Illinois

Proficient at the intake and analysis of consumer disputesRoutinely interact with business stakeholders to identify root causes of recurring issues.Support multiple functional areas of compliance, complaints and credit reporting.Proactively identify solutions for issues and escalate for resolution in conjunction with business stakeholders.

Executed intake, review and response to consumer complaints from the US and UK markets. This included responding to complaints from internal and external business partners as well as state and federal regulators.Determined trends which could indicate symptomatic issues within our process to drive change in process and procedures.Built out credit reporting function, becoming a subject matter expert and communicating with appropriate stakeholders to drive positive change.

Chicago, Illinois

• Two years of proven successful leadership in a call center environment. Ability to train, motivate, and supervise customer service employees. More than 10 years of successful experience in customer service and support with recognized strengths in staffing, account maintenance, problem-solving and trouble-shooting, sales staff support and training.• Possess strong computer skills and analytical mindset which allows for fast acclimation to new programs/ processes. Intermediate user for Microsoft Office applications such as Excel and Word. Proficient with PGAdmin and ability to run SQL queries.• Ability to train, motivate, and supervise customer service employees.• A team player as well as a self starter; able to work well in a team environment or environment where I am a team of one.• Able to multi task and prioritize for the needs of the business as well as overall team success.

Provided exceptional customer support for America’s number 1 online lender.• Responsible for assisting customers with application support as well as customer service via phone, chat and email.• Responsible for training peers on updates to policy and products, including Fraud Prevention.• Exceeded quality scores by maintaining a 98% as an average for time as a representative.• Rated as a Top Performer for both review cycles which earned a promotion to Senior Representative, shortly before promoted to Section Manager.

Responsible for contacting and interviewing prospective students. Accountable for ensuring that program and student are right fit. Assist students thru the application process. Guaranteed that University, as well as Federal and State, guidelines are followed and meet. Supervise a small group of advisors, working as support helping drive business as well as student retention.