Partner Success Manager

• Mar 2023 - Present

EasyFund Customer Success Specialist

• Feb 2019 - Mar 2023

Establish and continue to grow solid relationships with both internal and external partners by becoming a trusted partner and thought leader.Assist in resolving any issue or problem a firm has with EasyFund to ensure continued usage.Work with firms to identify concerns and issues they have with EasyFund. Identify reasons for non-use.Maintain and grow volumes in existing EasyFund firm.Ensure training is provided in an easy to understand format, including various Reference Guides.Utilize appropriate training techniques for complete understanding and comfort.Assist client with banking set up when required.Gather feedback from using the EasyFund Customer Volume Report, as well as the EasyFund vs RS. Report to gain a better understanding of what firms like and dislikes of EasyFund.Focus on how to better improve the Customer Experience within EasyFund.Learn to fully utilize existing reports to gain a better understanding of our customers.

Process Improvement Analyst/LLC Customer Service Specialist

• Feb 2018 - Feb 2019

Review and analyze various RLS documents for variations, duplications and similarities with the goal to provide document that can be use between various lenders with minimal customization.Review and analyze various documents for data input for the OCR project.Assist clients with the LLC and Payout Service Product.Answer any navigational and technical concerns in both the Conveyancer and LLC Portal Platform.Created reference guides, training docs to ensure consistency of information to both external and internal customers.Created quizzes to ensure product knowledge is consistent within the team.

Process Improvement Analyst - Residential Lending Solutions

• Jan 2016 - Feb 2018

Review and Map all processes and bring forward suggestions to improve them to ensure that calls are answered within 20 seconds and to ensure RS Staff are utilizing the STAR Qualities for both internal and external customers.Accepting escalated calls from customers, accepting responsibility for the call and the resolution. Work with the Business Process Management Team and Offshore Team to monitor and report on established procedures and identify opportunities within this group.Assist Manager with motivating and maintaining a high level of employee/department morale and participating in development of new processes and procedures and creating applicable training material.Participate in the Kaizen program by submitting ideas that will improve processes and increase daily productivity.Monitor Call Monitoring and Quality Control rates and issues to ensure all departmental standards for quality are being met.

Supervisor – RS Operations / Insurance Broker / CITRS

• Aug 2002 - Jan 2016

Assist Manager with coaching, motivating and maintaining a high level of employee/department morale and participating in development of the Department Action Plans on a monthly basis.Identify areas within RS/EHOP for improvement/further training.Work with senior staff to create and implement training sessions throughout the year based on gaps identified during call monitoring.Accepting escalated calls from customers, accepting responsibility for the call and the resolution. Assist by supervising the day-to-day operations and identifying any possible recommendations to the Manager regarding resolving daily processes.Meet with individuals monthly to review performance including Logged in time, Not Ready time, calls handled etc. and escalate issues and conduct Career Path coaching with staff to ensure team remains engaged and motivated.