Experience

Aleva Stores

• United States
• Consumer Goods
• 1 - 100 Employee

• Customer Service Team Lead

  • Mar 2022 - Present

  Rochester Hills, Michigan, United States * Managed multiple projects while increasing house brand sales by an average of 8% every month. * Decreased back orders by over 90% by identifying and fixing an inventory issue. * Increased overall answer rate by decreasing missed calls from agents. * Created and managed standard operating procedures for the department. * Created weekly knowledge base quizzes to keep agents informed and up to date on process changes. * Conducted one-on-one coaching sessions to highlight strengths… Show more * Managed multiple projects while increasing house brand sales by an average of 8% every month. * Decreased back orders by over 90% by identifying and fixing an inventory issue. * Increased overall answer rate by decreasing missed calls from agents. * Created and managed standard operating procedures for the department. * Created weekly knowledge base quizzes to keep agents informed and up to date on process changes. * Conducted one-on-one coaching sessions to highlight strengths and utilized constructive criticism to motive them to improve any weaknesses. * Assisted with hiring, including interviews. * Interdepartmental communication regarding any concerns or issues. * Generated and analyzed reports to monitor sales, returns, and other key customer data points. * Proactively trained, coached, and developed customer service agents on their sales techniques to increase product revenue. * Oversaw process flows in stressful, high-pressure situations, including handling guest complaints and disputes to the customer's satisfaction. * Consulted with mailing carriers to discuss potential issues and implement solutions. * Managed other tasks, projects, or duties as assigned. * Develop and implement strategies to improve customer satisfaction and loyalty * Develop and implement training programs to improve customer service skills and ensure consistent quality service delivery. * Provide leadership and support to the customer experience team to ensure high-quality service and customer satisfaction. * Develop and implement a performance management system for the customer experience team to track and improve individual and team performance. * Collaborate with marketing team to develop and implement targeted customer engagement campaigns * Identify and implement process improvements to enhance efficiency and productivity of the customer experience team. * Monitor customer feedback and analyze data to identify areas for improvement in customer experience Show less



Range lending llc

• Mortgage Loan Officer

  • Sep 2021 - Mar 2022

  Auburn Hills, Michigan, United States -Advises clients about the risks, consequences, and benefits of alternative lending solutions. -Develops loan applications by evaluating applicant information and documentation. -Consults with clients about their lending needs to help them achieve their financial goals, including the collection and analysis of information about the client’s financial situation. -Evaluates loan applications and documentation by informing applicant of additional requirements. -Rejects… Show more -Advises clients about the risks, consequences, and benefits of alternative lending solutions. -Develops loan applications by evaluating applicant information and documentation. -Consults with clients about their lending needs to help them achieve their financial goals, including the collection and analysis of information about the client’s financial situation. -Evaluates loan applications and documentation by informing applicant of additional requirements. -Rejects loans by explaining deficiencies to applicants. Schedules and tracks closing dates, contingency dates, and loan lock expirations. -Approves loans by issuing checks or forwarding applications to loan committee. -Completes loan contracts by explaining provisions to applicant, obtaining signatures and notarizations, and collecting fees. -Prepares and submits timely and accurate loan files. -Uses state of the art technology to manage loan pipeline and conduct credit and underwriting analysis. -Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations. -Helps customers by answering questions and responding to requests. -Maintains customer confidence by keeping loan information confidential. Show less



Class Valuation

• United States
• Real Estate
• 200 - 300 Employee

• Client Services Team Lead

  • Jul 2019 - Sep 2021

  Troy, Michigan, United States



Epsilon

• United Kingdom
• Accounting

• Marketing Consultant

  • Jan 2018 - Jul 2019

  West Chicago, IL • Managed and serviced our cadence marketing program, including 33 communications, with Ford Motor Company. • Increased current territory annual recurring revenue within a 1-year period. • Account Executive for a large Ford territory including: 3 states, 140 locations, and 16 area managers. • Designed, developed, and implemented marketing campaigns through multiple channels, including direct mail, email, digital, and online marketing. • Evaluated target markets and proposed… Show more • Managed and serviced our cadence marketing program, including 33 communications, with Ford Motor Company. • Increased current territory annual recurring revenue within a 1-year period. • Account Executive for a large Ford territory including: 3 states, 140 locations, and 16 area managers. • Designed, developed, and implemented marketing campaigns through multiple channels, including direct mail, email, digital, and online marketing. • Evaluated target markets and proposed marketing strategies. • Contacted clients daily via emails, incoming calls, and outbound calls. • Provided superior customer service and met service level agreements. • Provided strategic insight on best practices for implementation of marketing plans including multi-channel strategies including Search Engine Optimization. • Partnered with Ford Direct management team to take various predictive analytics models to market and assist the client in developing marketing best practices for data utilization. • Effectively used our CRM platform to help clients monitor, support, and drive future needs. • Successfully operated within multiple cross-functional teams. • Created visual step-by-step training guides for program portals including client and employee variations. Show less



LenderLive

• United States
• Financial Services
• 100 - 200 Employee

• Mortgage Loan Coordinator

  • Feb 2017 - Jul 2017

  Greater Detroit Area • Collected and compiled applications for loans and determined their eligibility. • Verified bank statements, income documents, residential proof, and other details. • Checked forms and applications for complete and authentic information. • Calculated interest rates and informed borrowers about monthly installments. • Answered incoming calls and emails of applicants and updated them about their loans. • Contacted applicants and asked them for additional papers necessary for… Show more • Collected and compiled applications for loans and determined their eligibility. • Verified bank statements, income documents, residential proof, and other details. • Checked forms and applications for complete and authentic information. • Calculated interest rates and informed borrowers about monthly installments. • Answered incoming calls and emails of applicants and updated them about their loans. • Contacted applicants and asked them for additional papers necessary for loan processing Show less



United Wholesale Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Underwriter II

  • Feb 2015 - Dec 2016

  Troy, Michigan Provide world class service to all internal and external clients. Learn investor guidelines, lending policies as well as a required documentation, policy and procedures of United Shore. Apply knowledge and judgment to detailed loan analysis in order to offer effective underwriting alternatives to clients. Develop strong computer skills including internet knowledge. Manage multiple priorities while continuing to achieve strong rapport with clients.



William Beaumont Hospital

• United States
• Personal Care Product Manufacturing

• Environmental Services

  • Sep 2014 - Feb 2015

  Troy, Michigan



Golling Chrysler Jeep Dodge Ram

• United States
• Individual and Family Services
• 1 - 100 Employee

• New Car Porter

  • Mar 2014 - Sep 2014

  • Provided top of the line quality service and complete customer satisfaction. • Worked with New Car & Service Departments to ensure seamless vehicle delivery. • Assisted in the set-up of all special displays and advertisements