Kate G. Email & Phone Number

Maitland, Florida, United States

Orlando, Florida Area

• Providing excellent client service while answering banker & client’s calls in regards to the status of their credit card applications for both Consumer and Business underwriting. Maintaining call handle times per company standard and for the call volume, ensuring the call abandonment ratio is below threshold, call QC is meeting guidelines and teammate morale is overall positive for the work environment. Producing quality work by reviewing credit reports, updating incorrect application information, working requested queues, underwriting applications and verifying accuracy of client’s history to reduce fraud. Writing policy and procedure manuals for specific roles or tasks. Training new employees on our policies and procedures, handling upset client/banker escalation calls, notating applications, placing outbound acceptance calls, processing balance transfer cancellation requests and providing call-backs to branch departments and clients. Auditing 6-9 other teammates calls monthly, scorecards, time logs, escalated calls, managing complaints, managing the Underwriting Email box and ensuring it’s responses are within SLA, logging errors, coaching teammates as needed, supervisor duties and other duties as needed. Also, acted as the team captain for Junior Achievement fundraising for our department.

Sanford, Fl

• Responsible for setting a good example for my crewmembers while interviewing members for new accounts, handling monetary transactions, holding the manager vault, creating weekly schedules for the branch, providing one on one coaching sessions with each crewmember, motivating the crew, facilitating monthly meetings and daily huddles, delegating duties to staff, ordering money for the ATM and Branch, developing sales tools to help with reaching goals. Scheduling and carrying out United Way fundraising activities. Handling difficult or upset members, handling HR issues, hiring & training new employees, employee dismissal, payroll and time cards, managing 10-12 employee crew, balancing as well as ATM / Branch balancing and various opening and closing duties.

Cosmetology, Cosmetology, Barber/Styling, And Nail Instructor

Diploma, General