I work with women and help them on thier recovery journey from active addiction

-Revamped email blast process by re-branding our communication template and developed an overall reporting and communication system and structure.-Developed and implemented a CAN-SPAM process to ensure the company is continuously compliant. -Created never existed procedural documentation for the marketing department.-Developed and implemented an overall company touchpoint strategy, which has been a huge success identifying collateral and correspondence impacted by mandated and/or requested changes.-Created and implemented an inventory management process, which identifies the amount of collateral the company has on hand at any given moment. This also cut down the amount of time recommendations take to coordinate.

Application ProcessingUnderwritingBackground ChecksProvider Risk and Registration Managed and Escalated (as needed) ComplaintsOverall Customer Service

I work with women and help them on thier recovery journey from active addiction.

-Responded promptly and thoroughly to support inquiries via telephone and live chat.-Was first point of contact for customer inquires on billing, compliance, and general inquiries.-Provided online demonstrations and educated customers on the features and online help resources available to enhance their use of the Constant Contact product.-Work with customers not in compliance with Constant Contact's permission and anti-spam policies to adopt best practices in becoming a "trusted emailer".-Independently resolved technical and customer support issues and escalate cases when appropriate.-Provided valuable "front line" feedback on defects and enhancements to the Product Marketing and Engineering teams via focus groups and online.-Sought and recommended ideas to help cultivate the FAQ/Knowledge Base used by all customers and Constant Contact Customer Support staff.-Managed the support mailbox, returned customer calls when needed and opened tickets to appropriate departments as appropriate.-Trained new customer support team members and potential candidates.

-Manage and continuously enhance, and execute complaint and dispute management process and reporting. -Process Inventory and policy and procedure Manager: I ensure the business is compliant with current processes, identify gaps and work with process owners to develop controls to reduce risk. Currently utilizing Lean and Six Sigma methodolgies to reduce cost, gain efficiencies, and increase productivity throughout the business.-Process Enhancement Mangement: Ensuring requests are submitted, prioritized again business objectives, and executed sucessfully.-Compliance Monitoring: ensuring the business remains compliant with Regulatory guidelines, this would include Truth and Lending (TILA) and approval notifications.-Training Facilitor: New product rollouts in a classroom setting, development of training goals and objectives, and creation of needed training materials (decks, participant guides, desk drops, etc.).

-Inbound/outbound customer service activities.-Processing client registrations and executing due dilligence process. -Processing loans applications fufilling loan contract requests, and executing the funding process. -Customer and Client complaint and dispute resolution. -Define process standard for new line of business.-Develop and manage process documentation.

-Assisting clients with payment inquiring.-Processing reissue requests.-Complaint/dispute resolution. -Batching and processing of loan contracts.-Executing monthly account reconciliation.

-Inbound/outbound customer service specialist.-Data entry.-Processing revision and refinance requests, and payment confirmations.

-Inbound/outbound customer service.-Processing credit applications, revisions, and refinance requests.-Complaint/dispute resolution.