Experience

Credible

• United States
• Financial Services
• 100 - 200 Employee

• Operations Specialist

  • Jul 2021 - Present

  Durham, North Carolina, United States Evaluate, analyze and process customer requests for student loan refinancing, student loans and personal loans in an efficient and timely matter. Request information to investigate and resolve complicated cases in communication with our Client Success team. Assist our QA team to ensure accuracy for onboarding of new partner lenders. Providing input on Credible’s operational processes and aiding in the design of process improvements. Working cross-functionally with different teams to… Show more Evaluate, analyze and process customer requests for student loan refinancing, student loans and personal loans in an efficient and timely matter. Request information to investigate and resolve complicated cases in communication with our Client Success team. Assist our QA team to ensure accuracy for onboarding of new partner lenders. Providing input on Credible’s operational processes and aiding in the design of process improvements. Working cross-functionally with different teams to integrate new products and lenders on our platform. Creating JIRAs and working with our engineering team to troubleshoot issues.

• Mortgage Specialist

  • Apr 2021 - Jul 2021

  Durham, North Carolina, United States Moderate independence; requires some guidance on job functions and projects. Works through tasks in a consistent and efficient manner. Engage in Outbound Campaign with speaking to customers about Mortgage Products for Home Purchase & Mortgage Refinancing. Assigned to customers while assisting them with completing the initial application. Provides knowledge of the process from start to finish.

• Tier II Specialist

  • Oct 2019 - Apr 2021

  Durham, North Carolina, United States Moderate independence; requires some guidance on job functions and projects. Works through tasks and projects in a consistent and efficient manner. Understands and demonstrates the ability to perform intermediate core functions of Client Success (inbound calls, outbound calls, chats, cases) with additional assigned work for creating payments, resolving tech issues, rate discrepancy, best rate guaranteed, escalations and projects).

• Client Sucess Specalist I

  • Jun 2018 - Oct 2019

  Durham, North Carolina Provide effective customer service and assist in resolving problems within given authority Serve as a guide to a high volume of customers providing knowledge on Credible’s products, processes, and partner lenders Perform outbound calls to engage clients and guide them through the loan process with Credible or partner lenders Identify trends impacting client experience and provide feedback to the appropriate product management or software teams Maintain and increase personal… Show more Provide effective customer service and assist in resolving problems within given authority Serve as a guide to a high volume of customers providing knowledge on Credible’s products, processes, and partner lenders Perform outbound calls to engage clients and guide them through the loan process with Credible or partner lenders Identify trends impacting client experience and provide feedback to the appropriate product management or software teams Maintain and increase personal knowledge on products by initiating research through available resources and trainings



Spectrum

• United States
• Telecommunications
• 700 & Above Employee

• Residential Sales Agent

  • Jan 2018 - Jun 2018

  Raleigh-Durham, North Carolina Area Communicated sales promotions to customers to grow average customer account size by roughly 10% Established new accounts for customers and set up payment methods Managed and recorded all leads from outbound telephone marketing Emphasized product features based on analysis of customers’ needs Followed company policies and procedures and protected customers’ information



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Mortgage Servicer

  • Aug 2016 - Jan 2018

  Raleigh-Durham, North Carolina Area Contact borrowers that are delinquent to discuss mortgage loan information and evaluate the borrowers’ ability to pay and collect appropriate financial information Negotiated reasonable payment arrangements and/or extended repayment plans with delinquent borrowers, in accordance with department policies and procedures and in compliance with the Fair Debt Collection Practices Act Discuss appropriate foreclosure alternatives with customers and provide information regarding application… Show more Contact borrowers that are delinquent to discuss mortgage loan information and evaluate the borrowers’ ability to pay and collect appropriate financial information Negotiated reasonable payment arrangements and/or extended repayment plans with delinquent borrowers, in accordance with department policies and procedures and in compliance with the Fair Debt Collection Practices Act Discuss appropriate foreclosure alternatives with customers and provide information regarding application process, required paperwork, timeframe for review, and potential outcomes Ensured customer data was protected by following company policies and procedures on handling Personal Identifiable Information (PII)

• Subject Matter Expert

  • Feb 2017 - Oct 2017

  Raleigh-Durham, North Carolina Assist supervisor with managing team. Time management with scheduling agents. Provides feedback, constructive criticism in 1 on 1 with agents. Handled escalating calls. Attend weekly meetings in reports of team performance and overall goal. Side-jack with agents to determine weakened areas that need improving.



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Assistant Development Trainer

  • Mar 2016 - Jul 2016

  Cary, North Carolina, United States Develop and assess materials that will help employees understand the subjects being taught. Instructed to decide the best programs to train their employees and meet the needs of the organization. Speak present to groups of employees, speak interpersonally with individuals, report to management, and meet with vendors. In charge of training staff, or need to motivate and train large groups of employees.

• Humana Quality Assurance

  • Dec 2015 - Mar 2016

  Cary, North Carolina, United States Graded monitored and recorded calls from agents. Provided feedback and coaching opportunities. Followed Humana guidelines for grading standards for the company.

• Humana Customer Service Representative

  • Oct 2015 - Dec 2015

  Raleigh-Durham, North Carolina Area Attended meetings, seminars, and programs to learn about new products and services, and how to promote them to customers Processed applications, renewals, rewrites, cancellations, and payments, along with other administrative supports Monitored insurance claims to ensure they are settled equitably for both the client and Humana Provided suggestions on how to improve the overall customer experience and satisfaction ratings Promoted to Floor Support assisting with supervisor calls… Show more Attended meetings, seminars, and programs to learn about new products and services, and how to promote them to customers Processed applications, renewals, rewrites, cancellations, and payments, along with other administrative supports Monitored insurance claims to ensure they are settled equitably for both the client and Humana Provided suggestions on how to improve the overall customer experience and satisfaction ratings Promoted to Floor Support assisting with supervisor calls, escalations, QA monitoring, training & overseeing teams



Lowe's Companies, Inc.

• United States
• Retail
• 700 & Above Employee

• Customer Service

  • Apr 2014 - Dec 2015

  Raleigh-Durham, North Carolina Area Cross trained in departments (Paint, Home Decor & Flooring).



YMCA of the Triangle

• United States
• Non-profit Organization Management
• 500 - 600 Employee

• Counselor/Site Coordinator

  • Nov 2011 - Apr 2014

  Raleigh-Durham, North Carolina Area Plans and implements daily schedule in accordance with the afterschool framework and Director deadlines. Works in conjunction with Youth Director to plan, develop and implement the prepared budget. Ensures that all programs are safe and maintains the highest safety standards at all times. Grows programs to meet budgeted expectations.