Sandra E Mason Email & Phone Number

Greater Denver Area

Lakewood, CO

• Assist customers in the resolution of their delinquent accounts by helping them make same day payments or finding a debt resolution program that best fits their current situation, and at the same time, ensuring that.
• Handle a high volume of inbound and outbound credit card collection calls.
• Utilize strong negotiation and problem solving skills to assist borrowers in resolving their negative balances or to set up payment arrangements including hardship programs and account settlements.
• Utilize Web Collections systems to document attempts and contacts with customers and perform skip tracing to find contact information.
• Follow Compliance regulations
• Consistently maintain good compliance quality scores on every call.

• Utilized management and leadership skills to lead and develop a group of Variable Annuity New Business processors to ensure minimum margins of error on new applications, and ensure customer satisfaction.
• Participated in the creation and implementation of a de-escalation program that would assist Case Managers more assertively deal with escalations.
• Helped establish and maintain departmental processes and procedures that would ensure customer satisfaction and maximize processing turnaround times including participation on a project that helped streamline the.
• Resolved escalated situations with internal and external customers.
• Worked synergistically with other business units to deliver a product that meets excellent customer satisfaction standards and at the same time to identify and improve inefficiencies in our processes.
• Analyzed key capacity and performance data, and made recommendations to leadership based upon the analysis.

Greater Denver Area

• Assisted Customer Service Supervisor in leading a team of customer service professionals by performing phone qualities, dealing with escalations, providing coaching and performance, creating daily stat reports and.
• Lead team by example by maintaining 100% phone quality for 11 months while performing this function.
• Assisted team members in resolving customer inquiries and escalated situations by researching errors, and contacting different areas or departments of the organization to provide a resolution to the customer.
• Worked with other Assistant Supervisors and Supervisors to perform system and procedure problem solving and updates.

Greater Denver Area

• Provide information on a variety of complex customer service issues requiring knowledge of annuity and investment products and transactions focusing on customer satisfaction, quality, and efficiency.
• Communicate with customers regarding service request or problems; documents, evaluates and resolves customer’s inquiries.
• Thoroughly document contacts and conversations and follow up with customers as required.
• Work with other departments to complete customer requests as needed, and minimize escalations.
• Proficient in various administration and automated workflow systems.
• Processed various complex and varied service requests.

Greater Denver Area

• Assisted with customer and Financial Advisor incoming calls answering questions regarding their existing Variable Annuity Policies, assisted with fund exchanges, withdrawals, additions, values, claims etc., by.
• Made call backs after researching the information necessary to answer any questions or resolve problems that the customer had
• Became a point of contact for Internal Wholesalers who had questions on New or not yet issued policies.
• Maintained a high percentage of quality scores as well as a minimum amount of gain/loss during my tenure, and assisted with mentoring new recruits.

Greater Denver Area

• Responsible for the daily operations of a small grocery store branch. Led a group of Personal Bankers that acted as tellers and New Account Representatives and performed daily operational duties including the daily.
• Successful track history achieving sales goals, targets & revenue accomplishments by maintaining a high percentage of product sales and meeting monthly and annual sales goals every year.
• Performed supervisor responsibilities to ensure bank followed proper due diligence & procedures necessary for audits by implementing internal audit procedures performed by the whole team in a daily, weekly and monthly.
• Developed standards for excellence in customer service, product knowledge and the sale of a variety of banking products through coaching and motivation of staff.
• Provided continued reporting and trending to the Branch Officer and assisted with the implementation of new regulations and procedures.