Natasha A. Harrelson Email & Phone Number

Promoted to manage daily operations of lending process for consumer loans, supervising a talented team of up to 29. Hire and train staff, conduct performance reviews and 1:1 coaching, and report results. Maintain a portfolio of accounts and communicate regularly with customers. Advise on loan process. Oversee call volume and performance.Select Accomplishments:✓ Led team in consistently reaching targets in call volume, service delivery, and adherence to regulatory guidelines.✓ Provided insight to training department by advising on materials and mentoring new hires and current staff.✓ Collaborated with marketing and IT in translating marketing materials and website/mobile app content to other languages.✓ Spearheaded change by recommending process improvements and systems enhancements.✓ Played key role in managing daily operations, recommending measures to reduce and avoid additional costs.✓ Implemented a standardized approach to underwriting.

Brought forward within 3-month span to manage a high volume of incoming calls and guests on-site and monitor cash and daily transactions. Reviewed teller reports and assisted in the underwriting process. Interviewed and recommended new hires. Balanced cash drawer. Aided with servicing ATM, night drop vault, coin machine, and CDM.Select Accomplishments:✓ Guided service center tellers in achieving service delivery, accuracy, and efficiency targets.✓ Contributed to driving sales by promoting features/benefits of offering through upselling and cross-selling tactics.✓ Selected as regional trainer, communicating steps for cross-selling products and services.✓ Recognized for Perfect Attendance Quarterly Award each quarter during role.

Held dual roles as Certified Credit Union financial counselor and trainer. Completed the origination process of first and second mortgage loans in a high-volume call center. Assessed credit worthiness, verified data, and pinpointed customer needs to recommend loan selections. Designed and facilitated training for new and continuing employees.Select Accomplishments:✓ Wrote training curriculum, designed presentations, and facilitated bimonthly training on-site for small groups of new hires; conducted live listening sessions and refresher courses to ensure team adhered to standards.✓ Educated first-time home buyers on complex loan processes to secure mortgages.✓ Counseled numerous members in steps for reducing expenses and initiating a savings program.✓ Boosted customer satisfaction and retention by addressing and quickly resolving more complex customer issues.✓ Championed a successful program for incorporating the Creole language into Suncoast Credit Union's automated call answering system, thereby expediting service for 1000s of Creole-speaking members.✓ Won Perfect Attendance Quarterly Award each quarter during this period.

Managed a high volume of calls, supporting members through the lending process, providing step-by-step guidance on complex issues, and updating documentation. Asked pertinent questions, analyzed data, and matched members with appropriate options. Approved loan applications for consumer products. Reviewed and analyzed loan request and tax documentation with exceptional accuracy.Select Accomplishments:✓ Met and often surpassed targets in customer service delivery, retention, call volume, accuracy, and productivity.✓ Coached team of representatives on tactics for growing business while remaining engaged with current accounts.✓ Selected to provide regular training to new hires and other staff in working in a call center environment.✓ Nominated as Employee of the Month each month during this period.✓ Ranked consistently as a #1 seller for payment protection plans.

Master Of Business Administration - Mba, Business Administration And Management, General

In Progress

Bachelor Of Science - Bs, Business Administration And Management, General

Associate'S Degree, Business Administration And Management, General