Business Development Intern

• Sep 2023 - Present

Senior Coordinator

• Mar 2021 - Present

Collaborates with cross-functional teams to deliver top-tier customer service and innovative solutions.Responds proactively to customer needs, maintaining a 98% positive feedback rate.Introduced a feedback mechanism and streamlined cross-departmental communications, reducing customer complaints by 15% and response times by 25%, respectively.Pioneered a team incentive program, boosting overall team productivity by 18% and improving customer satisfaction.Streamlines cross-departmental communications, reducing response times by 25%.Devises efficiency strategies, reducing departmental errors by 20%..Orchestrates training initiatives, enhancing the team's customer interaction capabilitiesConsistently exceeds service level agreements with proactive response mechanisms. Show less

Sr. Payment Investigator

• Aug 2018 - Mar 2021

Ensured commercial customer payments were applied accurately and efficiently by utilizing my attention to detail and strong organizational skills. I processed incoming Automated Clearing House payments and managed return checks, as well as balanced credits and debits on accounts to maintain accurate records.Resolved internal and external payment inquiries and disputes by utilizing my strong communication and problem-solving skills. I worked well under pressure, handling a high volume of escalated customer issues, and provided timely and effective solutions to meet customer needs.Issued credit balance refunds to customers, ensuring customer satisfaction and retention.Tracked and documented data in various reports to provide accurate and up-to-date information for management and other stakeholders. Show less

Risk Management Coordinator

• Oct 2017 - Jul 2018

Increased customer retention by 25% across client list, demonstrating my ability to understand customer needs and design strategies to address them.Provided suitable risk management measures and aided with 100% risk management implementation, demonstrating my strong understanding of risk management practices and ability to effectively communicate and implement them.Designed and established new risk-reduction practices and regulations, demonstrating my ability to identify areas of opportunity for improvement and design solutions that address them.Collaborated with cross-functional teams to implement risk management practices and regulations, demonstrating my ability to work effectively with others to achieve shared goals.Conducted regular risk assessments and implemented mitigation strategies to minimize risk and ensure compliance with regulations, demonstrating my strong attention to detail and ability to identify potential issues before they become problems. Show less

Fraud Account Manager

• Aug 2016 - Sep 2017

Handled inbound Tier 2 escalated Fraud concerns for intake groups and customers, demonstrating my strong problem-solving skills and ability to investigate and resolve complex issues.Upheld and defended the findings of fraud investigations that result in holding the customer as the financially responsible party, ensuring that the appropriate actions were taken to mitigate losses.Empowered to reverse the initial decision of the fraud investigation and accept fraud losses on behalf of the company based on an independent investigation, demonstrating my ability to make independent decisions and take ownership of the outcome.Researched identity theft, lost/stolen credit cards, and professional counterfeiting claims to ensure the appropriate business decision has been made to resolve complaints, demonstrating my strong analytical and research skills.Identified, analyzed, and provided proactive feedback to management regarding trends and areas of opportunity for process improvement, demonstrating my ability to gather and use data to make informed decisions.Worked with Management to identify policy and procedure gaps, and tracked escalated calls on Excel spreadsheets to identify fraud trends, demonstrating my ability to collaborate with cross-functional teams to identify opportunities for improvement. Show less

Business Owner

• Jan 2017 - Aug 2023

Conducted primary and secondary research to identify customer needs and preferences Conducted market research and developed marketing strategies to reach target audiences Developed and tested prototypes based on research findings Designed and executed a marketing plan to launch the product Conducted primary and secondary research to identify customer needs and preferences Conducted market research and developed marketing strategies to reach target audiences Developed and tested prototypes based on research findings Designed and executed a marketing plan to launch the product

Customer Service Coordinator

• Jul 2014 - Aug 2015

I have had the opportunity to work closely with various teams and team leaders to communicate targets, boost Net Promoter Score (NPS), and improve promotional strategies. Some of my key contributions in this role include: Conferred with various teams and team leaders to understand their objectives and identify areas where product enhancements could help them achieve their goals. Worked closely with cross-functional teams to develop and implement promotional strategies that helped to drive customer engagement and improve NPS. Devised and published metrics to measure the organization's success in delivering world-class customer service. This involved collaborating with various teams to define key performance indicators (KPIs), establish benchmarks, and track progress toward achieving our goals. Exceeded team goals by consistently delivering high-quality products that met customer needs and exceeded expectations. Exceeded team goals by consistently delivering high-quality solutions that met customer needs and exceeded expectations. Show less