SalesComplete weekly email and call campaigns to prospective and current clients Conduct liason meetings with prospects/current clients and upper managementConcierge and onboarding of new clientsWork from active list of 50 clients and 500+ prospective clients with 30 calls/weekANALYSTMaintain and work from several reports relating to incoming loan numbers on a weekly and monthly levelAsses data for trends with volume to make adjustmentsAssign loans based on volume from clients and maintain logs in CRM (Citrix) and Sharepoint

quality assurance Complete call audits with rating system to provide feedback and score to improve qualityEnsure agents are keeping with strict SLAs for call queues and adjust as needed for coverageResearch, analyze and audit of client records/cases to recommend coaching and/or next steps to agentsCreate OneNote digital binder of process documents and procedures as a quick reference guide for call center staff, which became official company resourceleadership/managementOn-call support to colleagues for questions relating to processes, procedures, and escalationsWorkforce management: scheduling, filling shift gaps, changing queue coverage and live monitoringAssist with escalated caller situations in cooperation with Quality teamProduct knowledge expert; escalate technical issues impacting productivityWork with new hires including training, roleplaying, monitoring, and coachingContent expert providing guidance to representative seeking assistance with client situationsRecipient of Center of excellence award, nominated by Operations Supervisors for first quarter, 2020Client outreach to follow up on multitude of situations from Quality team, Referrals teams and supervisors for resolutionNavigate multiple systems for client, provider, and scheduling informationFacilitating and conducting meetings with clients and team

I worked under the Director of Development to promote community engagement and help plan fundraising events. I provided general support for the Community Outreach Team as a whole, working with my team members to increase fundraising.

The Elite Training Advisor helps on-board incoming students, providing them with concierge service until they have completed the program. ETA's help the student select courses best suited for their needs, and provide constant contact to ensure they are staying motivated and on track with their education.