Experience

Compass Working Capital

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Financial Coach

  • Jun 2022 - Present



Digital Federal Credit Union

• United States
• Banking
• 700 & Above Employee

• Back End Collections Account Manager

  • Dec 2019 - Jun 2022

  Provided in-depth, clear, and concise information to members regarding delinquency of their loans and methods of retaining accounts to avoid third party exposure. Focused on member retention and delinquency removal through critical quality analysis of multiple loans and accounts. Utilized member centric methods in the handling of complex escalated service issues to de-escalate and problem solve on the front lines while ensuring compliance with regulations.Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.Developed documentation and logs of implemented solutions and generated and submitted reports.Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.Developed and implemented pursuit plans for all opportunities within assigned key accounts. Show less

• Front End Collections Account Manager

  • Oct 2019 - Dec 2019

  Provided in-depth, clear, and concise information to members regarding delinquency of their loans and methods of retaining accounts to avoid third party exposure. Focused on member retention and delinquency removal through critical quality analysis of multiple loans and accounts.Utilized member centric methods in the handling of complex escalated service issues to de-escalate and problem solve on the front lines while ensuring compliance with regulations.Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.Developed documentation and logs of implemented solutions and generated and submitted reports.Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.Developed and implemented pursuit plans for all opportunities within assigned key accounts.… Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• Customer Experience Manager

  • Jul 2017 - Jul 2019

  Provided clear and concise information to members regarding services, products, and account information. Focused on member satisfaction survey results, retention, quality goals, and compliance regulations. Tailored solutions for each member, reinforced benefits of membership, and deepened customer engagement while scanning for sales opportunities. Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team. Recommended changes, improvements or enhancements in products to product development team based on customer feedback. Provided technical troubleshooting and problem solving for clients with installed equipment or system issues. Reviewed all customer inquiries to understand project scope while managing internal delivery mechanisms. Utilized member centric methods in the handling of complex escalated service issues to de-escalate and problem solve on the front lines while ensuring compliance with regulations. Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service. Show less



Trellis Weddings

• India
• Events Services
• 1 - 100 Employee

• Customer Success Manager

  • Oct 2016 - Oct 2017

  Managed travel support updates and changes requested by domestic and international customers. Enhanced internal and external communications and developed a pipeline of potential customers. Utilized resources to recommend innovative solutions and process enhancements; retained 90% of clients. Selected for special projects based on a proven ability to steer multiple stakeholders, manage shifting priorities, and build partnerships. Managed travel support updates and changes requested by domestic and international customers. Enhanced internal and external communications and developed a pipeline of potential customers. Utilized resources to recommend innovative solutions and process enhancements; retained 90% of clients. Selected for special projects based on a proven ability to steer multiple stakeholders, manage shifting priorities, and build partnerships.



Fortis Escorts Heart Institute

• New Delhi Area, India

• Mental Health Counselor

  • Feb 2015 - Apr 2015

  Internship Counseled individuals as well as couples. Advised on activities to build healthy mental states. Internship Counseled individuals as well as couples. Advised on activities to build healthy mental states.