Experience

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  Wright-Patt Credit Union

  • Columbus, Ohio Metropolitan Area

  • Member Experience Assistant Manager

    • Feb 2024 - Present
    • Columbus, Ohio Metropolitan Area

    Responsible for coaching and developing partners to deliver extraordinary member service for members and partners alike via remote delivery channels (telephone, mobile, web, e-mail and in the future live chat).Maintaining consistent communication and training expectations for each partner on their team throughout the Member Help Center and assuring partners are providing members with simply extraordinary service while consistently achieving Wright-Patt Credit Union’s high service standards within a fast paced, high call volume environment.-Drive team performance, continuous improvements, and operational efficiencies to meet or exceed call center strategic initiatives. Activities include but are not limited to: staff scheduling, monitoring adherence, monthly reports, quality monitoring, and reviewing key success metrics and measurements for the call center partners.-Lead the Member Help Center to consistently meet Key Performance Indicators and established service standards providing members with extraordinary service. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.-Maintain appropriate staffing levels with well trained and motivated partners. Continued on-boarding of new Member Experience Representatives, provide quality on the job training through stratification and maximizing partner engagement in alignment with the credit union’s culture and values. Modify partner schedules by analyzing workforce optimization tools and reports, using forecasting tools and labor allocation methods.

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  Ohio National Guard

  • Marysville Ohio

  • Tactical Data Systems Operator

    • Apr 2018 - Present
    • Marysville Ohio

    ● Operate Communication Systems ● Database Management ● Fire Mission Processing ● Tactical operation of multiple data systems ● Work as a member of a team to perform tactical security operations ● Basic Marksmanship Training

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  First Merchants Corporation

  • United States
  • Financial Services
  • 700 & Above Employee

  • Consumer Client Service Manager

    • Feb 2022 - Feb 2024

    Develop staff to exceed sales and referral goals and deliver high quality customer service expectations.-Drive individual and team sales productivity while growing market share for deposits and loans.-Engage the team in sales management process including direct leadership of huddles, weekly sales and platform meetings,touch bases and coaching sessions.-Provide feedback through on going coaching sessions.-Educate and help new and existing customers in banking products and services.-Provide high quality customer service on a wide variety of banking matters to nurture and grow both new and established long term relationships.-Resolve customer inquiries problems and complaints by proactively using service and sales techniques to provide solutions to customers for their financial needs.-Use feedback and customer service surveys to coach team members to build customer loyalty.-Ensure successful results on the operational scorecard for the banking center.-Ensure compliance for regulations and reporting including but not limited to: BSA,OFAC,CIP,CRA,EDD,etc.-Partner effectively throughout the bank with all lines of business to grow banking center and fulfill the financial needs of clients.

  • Client Relationship Banker

    • Oct 2021 - Feb 2022

    Execute on individual and team sales metrics for the banking center to achieve the strategic and tactical goals of the company. Serve as a primary point of contact in the banking center for sales and services requests. Exceed personal production goals and deliver a meaningful client experience. Lead new account acquisition activities and participate in outbound calling activities to increase market share. Prospect, generate, process and close consumer loans. Support the management team in business banking activities.

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  JPMorgan Chase & Co.

  • Home Lending Advisor

    • Nov 2020 - Oct 2021

  • Senior Collections Specialist II

    • Feb 2019 - Nov 2020

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  BrightStar Care

  • Columbus, Ohio Area

  • STNA

    • Aug 2017 - Mar 2019
    • Columbus, Ohio Area

    ● Delivers personal care assisting patients with activities of Daily living ● Reports Directly to RN, LPN and works directly with team members in multiple aspects of care ● Complete hourly rounding on all patients ● Charts patient care ● Works at multiple facilities

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  e-Merge Real Estate

  • Pickerington, Ohio

  • Realtor

    • Dec 2017 - Dec 2018
    • Pickerington, Ohio

    ● Helps clients with various needs as it pertains to real estate ● maintains licensure through the state ● Works with a team to achieve common goals ● Handles all aspects of sales and marketing for real estate transactions for clients