Experience

Connected Investors

• United States
• Real Estate
• 1 - 100 Employee

• Customer Success Specialist

  • Mar 2020 - Present

  Wilmington, North Carolina, United States Responsible for supporting customers through multiple channels of communication (phone, email, live chat) ensuring satisfaction for both internal and external customers. Setting appropriate expectations and follow ups with customers through our CRM system. Responsible for bringing and making suggestions to better improve our ever changing software and ensure our industry leading standard by moderating compliance in our social media platform.



OneMain Financial

• Financial Services
• 700 & Above Employee

• Consumer Loan Sales Specialist

  • Nov 2019 - Mar 2020

  Wilmington, North Carolina, United States Worked with new and existing customers in helping them to achieve their financial goals through consultative selling using a strong knowledge of products and services available to them. Exercised good judgment and discretion to facilitate good business decisions and understanding of credit or personal finance concepts through strong communication within a team environment.



Verizon Wireless

• United States
• Retail
• 1 - 100 Employee

• Coordinator - Credit and Order Review Team

  • Mar 2010 - Mar 2019

  Wilmington, North Carolina Area • Customer product support expert with mentoring and coaching experience, responsible for making sure first call resolution is always achieved • Created helpdesk tickets for all issues, ensuring our systems proved to be more user friendly for both vendors and customers by identifying root cause issues • Maintained perfect 100% success rate on internal QA offline audits per company policies • Skilled in detailed issue assessment and resolution, both internal and external with online… Show more • Customer product support expert with mentoring and coaching experience, responsible for making sure first call resolution is always achieved • Created helpdesk tickets for all issues, ensuring our systems proved to be more user friendly for both vendors and customers by identifying root cause issues • Maintained perfect 100% success rate on internal QA offline audits per company policies • Skilled in detailed issue assessment and resolution, both internal and external with online orders as well as provide support to our sales in a professional and timely manner • Achieved >95% success rate with clients in after-call surveys for 2018 • Processed orders and provided email support while answering inquiries to allow for greater efficiency, resulting in consistent resolution for customers

• Representative - Customer Financial Services

  • Nov 2006 - Mar 2010

  Wilmington, North Carolina Area • Responsible for resolving past due and delinquent accounts through problem solving and sound judgment while exercising discretion, including escalated issue resolution • Engaged and documented mutually beneficial financial arrangements between Verizon and key clients, achieving an average of $2K+ per hour of financial resolution within Verizon policies • Empathized and navigated through customer concerns through vison and understanding enabling them to feel comfortable resolving… Show more • Responsible for resolving past due and delinquent accounts through problem solving and sound judgment while exercising discretion, including escalated issue resolution • Engaged and documented mutually beneficial financial arrangements between Verizon and key clients, achieving an average of $2K+ per hour of financial resolution within Verizon policies • Empathized and navigated through customer concerns through vison and understanding enabling them to feel comfortable resolving escalated situations in an effective manner



Coastal Finance Company

• United States
• 1 - 100 Employee

• Collections Specialist

  • Jan 2004 - Sep 2006

  Wilmington, North Carolina Area • Subject matter expert (SME) responsible for time management, engaging, answer inquiries, and fulfilling both internal and written communication with clients to assure their accounts remain in good and active status • Performed risk assessment and financial analysis collected necessary documents to assist loan officer with potential new customers to determine appropriate pricing options and loan solutions • Adept in reviewing financial statements to facilitate discussions regarding… Show more • Subject matter expert (SME) responsible for time management, engaging, answer inquiries, and fulfilling both internal and written communication with clients to assure their accounts remain in good and active status • Performed risk assessment and financial analysis collected necessary documents to assist loan officer with potential new customers to determine appropriate pricing options and loan solutions • Adept in reviewing financial statements to facilitate discussions regarding financial collection, maintaining >97% on-time payments on month end balance sheet • Partnered with borrowers to complete pre-qualification for short and long-term personal loans Show less