Manage all aspects of a virtual loan signing business, specializing in real estate transaction closings for title and mortgage companies.Recruit, train, and supervise staff, ensuring adherence to lender requirements and compliance with privacy laws.Oversee end-to-end business operations, including business development, client management, payroll, and accounts payable/receivable.Maintain certification as a National Notary Signing Agent and NNA member.

Conducted thorough safety checks and provided safety demonstrations, ensuring all passengers understood protocols for emergencies.Delivered a high level of customer service to passengers, handling special requests, assisting with seating arrangements, and addressing concerns professionally.Skillfully managed and de-escalated passenger conflicts, demonstrating strong interpersonal and communication skills in high-pressure situations.Worked closely with pilots and crew members to ensure smooth flight operations and resolve in-flight issues efficiently.Trained in emergency procedures, prepared for various in-flight scenarios, and provided first-aid assistance as necessary.

Led a customer service team in prioritizing tasks, monitoring performance metrics, and cultivating a positive work environment.Collaborated with airport operations, ground support, and corporate teams, leveraging JIRA to align service processes, share updates, and improve the customer journey from ground to inflight.Managed inflight operations efficiently, ensuring resources, staffing, and supplies were aligned with service needs and flight schedules.Documented and tracked inflight incidents in JIRA, coordinating response efforts and ensuring compliance with emergency protocols to protect vendors and crew.Monitored team performance metrics through JIRA dashboards, conducted regular evaluations, and provided coaching based on actionable insights to improve service quality.Used insights from JIRA reporting to contribute to the development and refinement of inflight service standards, aligning with Delta’s brand values and customer expectations.

Achieved a 57% improvement in quality standards and spearheaded the development of best practices for performance metrics.Acted as a point of contact for clients, addressing inquiries related to credentialing processes, application statuses, and documentation requirements.Trained junior analysts on credentialing procedures, regulatory updates, and best practices, fostering a culture of compliance and continuous learning.Conducted thorough credential verification for healthcare providers, ensuring compliance with regulatory standards and organizational requirements.Identified and implemented process improvements to enhance credentialing accuracy and reduce turnaround time, streamlining workflows for greater efficiency.

Conducted quality checks on team interactions, ensuring compliance with company protocols and identifying areas for improvement in customer interactions.Supervised a team of  31 customer support agents, providing training, mentorship, and guidance to foster a positive work environment and enhance performance.Tracked key performance metrics, analyzed individual and team performance, and conducted regular reviews to maintain high-quality service standards.Scheduled team shifts, managed attendance, and ensured adequate staffing levels to maintain service level agreements (SLAs) and reduce wait times.Oversaw the use of CRM tools, ensuring agents accurately documented interactions and adhered to data-entry standards.Managed team conflicts professionally, promoting a collaborative and respectful work environment to improve morale and productivity.

Spearheaded strategic initiatives, staff scheduling, and leadership development programs for a call center team.Implemented process analysis methods, resulting in a 30% increase in team productivity.Led, trained, and mentored a team of call center agents to deliver exceptional customer service and achieve key performance metrics.Collaborated with cross-functional teams to align customer service strategies with broader company goals and resolve issues efficiently.Implemented and managed CRM tools, including JIRA Service Desk, to track issues, enhance customer support, and drive process automation.Managed escalated customer concerns with empathy and efficiency, achieving high satisfaction rates and positive outcomes.

Supervised a team of 13 sales coordinators, implemented performance measurement changes, and optimized team efficiency.Reduced order entry rejections by 40% and maintained a consistent year-over-year decrease.Led and developed a team of sales support specialists, providing training and mentoring to improve skills and performance.Utilized CRM systems to track client interactions, resolve inquiries, and ensure accurate information flow throughout the sales process.Oversaw inventory and order management processes to ensure product availability, timely delivery, and customer satisfaction.Established policies and procedures for the sales support team, ensuring consistency and adherence to best practices.

Consistently surpassed sales goals for aviation replacement parts while managing customer accounts and maintaining strong retention rates.Coordinated and processed orders, ensuring accuracy, timely delivery, and alignment with customer requirements and contractual terms.Provided exceptional customer service through regular touchpoints, maintaining open communication to understand and meet customer needs.Managed and tracked account activity within the SAP system, ensuring all interactions were documented for efficient follow-up and relationship-building.Assisted customers with product selection, technical inquiries, and product availability, helping to drive sales and customer satisfaction.Collaborated with logistics and supply chain teams to ensure inventory availability, timely shipping, and effective demand forecasting.

Investigated and resolved $2.4 million in misdirected fund cases over a three-year period.Researched and resolved merchant disputes by gathering transaction details, verifying data, and collaborating with internal and external teams to achieve timely resolutions.Verified accuracy of merchant account data, transaction records, and customer information to maintain data integrity and reduce processing errors.Assessed and flagged high-risk transactions, utilizing fraud detection tools and techniques to prevent unauthorized transactions and protect merchant accounts.Compiled and analyzed transaction data to create reports, summarizing findings and providing actionable insights for process improvements and risk mitigation.Provided exceptional service to merchants, addressing inquiries about account activity, transaction statuses, and billing discrepancies with clear, thorough communication.Managed the chargeback lifecycle, investigating claims, gathering evidence, and providing timely responses to card networks and issuers.

• Promptly answered on average 120-150 calls per day to address general questions, statement review, and basic terminal troubleshooting.• Provided detailed case notes on each call to compile an accurate history of the customer’s questions and concerns.• Managed an account base of 85 customers and managed all aspects of the customer account.

• Screened, interviewed and hired the Provider Inquiry staff to work on the contract with the Department of Community Health.• Coordinated and conducted training in the areas of Medicaid standards, HIPPA Compliance, Claim reimbursement and research and customer service to the provider community.• Partnered with the Department of Community Health and Provider Inquiry Unit Management to oversee Service Levels and contract compliance.• Promoted to supervise 4 Team Leads to help support, management and develop a team of 85 Provider Inquiry agents.

• Serviced as the first point of contact for the Provider Inquiry Unit answering and clarifying questions based on the Medicaid Policy and Guidelines. • Provided courteous and efficient service to providers and doctors over the phone, using email and live online chat sessions to respond to inquiries and validate coverage for the consumer. • Ensured that concerns were promptly addressed, documented and rectified in a timely manner as well as providing professional customer service.