Alicia M. Email & Phone Number

-Monitor an average of 35 advocates and complete 144+ call evaluations monthly to ensure quality, customer service, and compliance standards are maintained.-Provide feedback and calibrate call monitoring with management to advise on areas of opportunity within customer service to assist with customer relationship monitoring policy development.-Compile monthly reports and analyze KPI’s to identify trends and make recommendations for improvement.-Assist with the implementation of new and existing policies and procedures through monthly coaching sessions with advocates.

Detroit

-Provided solutions for an average of 500 patients weekly by identifying their needs and clarifying information in a timely matter while following established protocols for specific clinics. -Led the team in meeting monthly performance benchmarks in problem resolution, speed, and volume.-Trained new team members on how to efficiently multi-task while minimizing dead air on calls.

Detroit

-Originated loans for clients as a state and federally licensed refinance banker in 14 states.-Educated and advised clients on which refinance options best suit their financial needs by assessing their current situation and goals.-Ensured exceptional client experience by overseeing the loan process from origination through closing.-Completed over 400 hours of training and education in a fast-paced environment while meeting goals and expectations every monthFederally licensed in CA, DC, FL, GA, MA, MI, OH, PA, RI, SC, SD, TN, TX

Bachelor’S Degree, Psychology

High School

Activities and Societies: -Student Senate -National Honors Society