Experience

CraftJack

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Account Manager

  • Nov 2021 - Present

  Chicago, Illinois, United States Managing and optimizing the delivery of high-quality leads to contractors, ensuring optimal client satisfaction and maximum ROI. Specializing in the customization and integration of a wide array of CRM platforms to align with diverse client needs. Collaboratively devising and executing strategies that enhance lead management processes and operational efficiency. Serving as a dedicated point of contact, proactively addressing concerns, offering innovative solutions, and uncovering… Show more Managing and optimizing the delivery of high-quality leads to contractors, ensuring optimal client satisfaction and maximum ROI. Specializing in the customization and integration of a wide array of CRM platforms to align with diverse client needs. Collaboratively devising and executing strategies that enhance lead management processes and operational efficiency. Serving as a dedicated point of contact, proactively addressing concerns, offering innovative solutions, and uncovering upsell/cross-sell opportunities. Cultivating and preserving strong client relationships, resulting in high retention rates and sustained repeat business. Consistently staying updated with industry trends and advancements in CRM and lead generation, delivering cutting-edge solutions to clients. Show less



Navient

• United States
• Financial Services
• 700 & Above Employee

• Bilingual Supervisor of Operations

  • Jun 2019 - Jun 2021

• Team Lead II

  • Aug 2014 - Jun 2019

  Field escalated calls, research problem accounts and follow up timely to quickly and accurately provide resolution to customers. Review and remediate agent processing errors, providing agent feedback; analyze trends and opportunities for improvement. Perform side-by-side coaching with agents to provide real-time feedback on opportunities to improve agent performance and customer experience. Participate in projects and testing related to improving services. Partner with leadership team to… Show more Field escalated calls, research problem accounts and follow up timely to quickly and accurately provide resolution to customers. Review and remediate agent processing errors, providing agent feedback; analyze trends and opportunities for improvement. Perform side-by-side coaching with agents to provide real-time feedback on opportunities to improve agent performance and customer experience. Participate in projects and testing related to improving services. Partner with leadership team to mitigate risks resulting from negative trends on a multitude of financially-driven topics.

• Loan Servicing Specialist II

  • Aug 2011 - Jul 2014

  Indianapolis, Indiana Area Provided exceptional customer satisfaction for clients with Department of Education and Sallie Mae loans by determining appropriate payment plans and adjusting client repayment options based on eligibility. Provided accurate, clear, and concise responses to incoming student loan customer calls and resolved Spanish call escalations in Spanish. Additional accomplishments: Mentored new hire classes through the PATH Program by providing performance reviews and weekly reports. Top agent on multiple… Show more Provided exceptional customer satisfaction for clients with Department of Education and Sallie Mae loans by determining appropriate payment plans and adjusting client repayment options based on eligibility. Provided accurate, clear, and concise responses to incoming student loan customer calls and resolved Spanish call escalations in Spanish. Additional accomplishments: Mentored new hire classes through the PATH Program by providing performance reviews and weekly reports. Top agent on multiple occasions.