Experience

• 

  Idaho First Bank

  • Customer Support Specialist

• 

  Wells Fargo

  • Senior Escalations Representative

    • Sep 2019 - Present

    • Support less experienced individuals in providing resolutions for client inquiries and complaints• Determine appropriate course of action and conduct investigative steps to fully identify customer issues• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction• Provide subject matter expertise and interpretation of procedures to less experienced individuals• Respond independently to complaints escalated at the highest level• Interact with internal and external customers to resolve their issues• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team

  • Loan Servicing Specialist

    • Dec 2017 - Sep 2019

    Perfecting loan documentation to ensure collateral is properly identified and covered.

  • Collections Specialist

    • Jul 2015 - Dec 2017

    • Maintains good customer relations with borrowers and effectively solves problems in an effort to resolve account delinquency and prevent losses.• While adhering to company policies and procedures, demonstrates good customer service skills while initiating outbound calls and receiving inbound calls from customers.• Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards.

• 

  DIRECTV

  • Call Center Supervisor

    • Apr 2006 - Feb 2015

    Supervisor Duties• Applying the 4 step sales process to exceed customer expectations • Listening to customers in order to personalize solutions • Monitoring calls, having one-on-one developments to provide feedback regarding quality and performance • Writing coaching logs and providing proper feedback to agents to help drive performance & develop talent • To ensure customers are getting the best in overall customer service and satisfaction. • Providing coaching/training to newer and experienced agents, to create a healthy sales environment with fresh ideas and a work environment with high morale• managing schedules to balance business needs with staffing for when additional coaching or meetings are needing scheduledWorked in DirecTV's Sales department for 3 years prior to moving to the retention department. While in sales my duties were to assist customers with their reason for calling and help the customer find more value in their TV services with selling additional packages and services.From July ’97 to Nov ’01, I worked in DirecTV’s first in house Sales and Tech Support Teams.

• 

  MWI Veterinary Supply

  • Production and Graphic Designer

    • Nov 2007 - Jan 2009

    • Creation of new product designs and Packaging• Creation of Sales Sheets for new product and promotions• Creation of Spec Sheets/Sourcing Packets for new product sourcing and publishing• Catalog creation/Ads/Company profile and marketing packets• Photography and image manipulation of product for website/catalog/ads• Photoshoping of mock up product to appear real for presales

• 

  Chatterbox Inc., LLC

  • Nampa, Idaho

  • Production and Graphic Designer

    • Jan 2007 - Nov 2007
    • Nampa, Idaho

    • Creation of new product designs• Creation of Packaging for new and old product• Creation of Sales Sheets for new product and promotions• Creation of Spec Sheets/Sourcing Packets for new product sourcing• Catalog creation/Ads/Company profile and marketing packets• Photography and image manipulation of product for website/catalog/ads• Photoshoping of mock up product to appear real for presales

• 

  StreetSource, LLC

  • Meridian, Idaho

  • Co-Owner, Editor/Marketing Director/Graphic Designer

    • May 1999 - Jul 2007
    • Meridian, Idaho

    • Running of day to day operations• Daily website updates/maintenance• Assisting customers with website assistance• Managing of magazine content and creation of monthly internet magazines• Designing each layout to be used in monthly magazines• Handling of photography and photo editing/manipulation• Managing of all Photographers/Writers• Handling of daily operations of bills/books/taxes