Natalie Zelich Email & Phone Number

Remote

Cleveland, Ohio

Columbus, Ohio Area

-Manage a high volume flow of candidates through the entire recruiting cycle of internal and external hiring processes, from resume review to offer call.-Review resumes for all candidates applying to Customer Service roles; scheduled candidate phone interviews, on-site interviews and generated offer letters.-Currently maintains a positive candidate experience through constant phone and e-mail communication to ensure visibility and eliminate confusion.-Work closely with Customer Service leadership to coordinate and execute weekly mass interview days for up to fifteen candidates in one day.-Collaborate with Project Day (on-site interview team) Subject Matter Experts to audit the interview experience and create innovative tools to utilize for a better candidate selection.-Continually improving the recruiting process by seeking ways to enhance efficiency and scalability within a fast growing company.

Columbus, Ohio

-Managed high volume of user inquiries in regards to the electronic prior authorization process through phone and web-based chat while providing exceptional customer support to each individual case. -Chosen as one of five Account Coordinators to assist with an outbound effort to ensure the confirmation signatures of 500 consenting pharmacy stores to utilize a new vaccination notification program.-Selected as one of two Account Coordinators to assist the Support Team trainers in balancing troubleshooting questions within the training area, which can serve up to 30 new hires at any given time. -Chosen to serve on the Shadowing team to work with new team members for training in daily scenarios alongside answering their questions within a specific training chat room.-Serves as a Health Systems Subject Matter expert to act as a liaison between divisions while constantly addressing new error trends, updating processes and properly educating Support team members on the updates-Appointed and serves as a Project Day Subject Matter expert to assist the Recruiting team in the interview process of potential Account Coordinator and Account Specialist candidates.-Selected by the leadership team to serve as a Learning Culture Amp team member to create and execute different opportunities for Support Team members to learn and grow professionally. -Implemented a mentorship program for newly hired Support Team members to provide an easy navigation through the first three months of work while offering a safe space to confide in a hand selected mentor.

Columbus, Ohio Area

-Functional knowledge of minimizing fraud loss and chargeback cases through deciphering legitimate fraud claims from untruthful ones with exceptional analytic skills.-Utilizing systems including WhitePages Pro, Emailage, Vantiv and internal Klarna programs to further assist with handling customer claims.-In charge of streamlining the fraud prevention process by implementing Excel spreadsheets that consist of tracking fraud item trends, e-mail domains and shipping addresses. -Provided bi-weekly trend updates to the Fraud Risk team in an effort to prevent future credit loss. -Responsible for compiling documents for escalated cases through SIMM Associates, Inc. Collections agency to determine if said case is legitimate debt or fraudulent transaction.-Accountable for researching escalated Visa pre-arbitration and arbitration cases that arrive through e-mail and interpret the information provided to determine liability.

Columbus, Ohio Area

-Provided inbound and outbound case support to customers via phone and e-mail. -Became one of three individuals chosen to specialize in e-mail communication with customers and produced thorough written responses with knowledgeable instruction. -Utilized multiple systems including Salesforce, Vantiv and internal systems to deliver outstanding service. -Responsible for mentoring new hires and educating them on the process of handling customer cases with high quality service and discretion.

Akron, Ohio

-Retain an in-depth understanding of the OnQ reservations system while providing exceptional customer service through the HILTON value system of hospitality, integrity, leadership, teamwork, ownership and now. -Assist daily with Check In/Check Out process consisting of updating method of payment, verifying guest’s reservation information and making sure to meet and exceed any specific guest requests. -Responsible for completing everyday front desk tasks including inputting credit card authorizations and tax exempt forms, processing and completing essential reports and resolving any folio discrepancies.-Maintain a multi-line switchboard which includes answering questions regarding general information about the hotel or surrounding area, creating or updating current reservations and transferring to appropriate extensions.

Uniontown, Ohio

-Answers telephone calls and answers questions or transfers call to correct Director to further assist caller.-Performs daily tasks including filing, constructing new member portfolios and updating current memberships.-Helps individuals interested in a YMCA membership complete application, inputs information, processes membership payment into computer system and takes new members on detailed tour of the facility.

Akron, Oh

-Updated Excel reports daily regarding call volume, previous day dollar amounts raised and call disposition.-Processed monthly reports required by Account Representatives for St. Jude and PETA concerning the overall success of new campaign scripts and the percentage of positive calls with a donation amount.-Created new scripts for numerous call center locations around Ohio and edited previous campaign scripts.-Tested new scripts with Communicators as an anonymous donor to verify the prompts were properly being read.

Charlotte, North Carolina

North Canton, Ohio

-Managed asset transfer process of more than 600 accounts from UBS to Longbridge Wealth Advisors.-Contacted clients and gathered information to assemble portfolios of client account records and arranged meetings with their respective financial advisors.

Bachelor Of Specialized Studies At Ohio University, Management, Marketing, Communications

Activities and Societies: Alpha Phi Omega-Delta Gamma Chapter, The Ralph and Luci Schey Sales Centre, Empower Campaign.ALPHA PHI OMEGA.

General Education

Activities and Societies: Section Leader for Lake High School Marching Band, Varsity Tennis Team, Varsity Swim Team.