create a resume that works with ats readers that has quatified metrics and use the star metricData Management
Risk Management
Project Management
Technical Support
Troubleshooting
SEO
CRM
Staff Training & Development
PROFESSIONAL EXPERIENCE
Manage an average of 80 customer inquiries and concerns per day, providing a personalized experience for
each client to successfully achieve a 96% customer satisfaction rate
Maintain and update customer account information while demonstrating friendly and reliable customer
service to build a strong customer base and brand loyalty
Guide clients through the loan process from application to installation, consulting with clients on their current
and future needs to assist them in achieving their personal financial goals
Provide training and mentorship to incoming advisors in script recitation, proper data entry practices, as well
as de-escalation and conflict resolution tactics
Communicate with internal leadership teams to understand customer needs, maximize retention and growth,
and discuss learnings to promote positive client relationships
Coordinated with internal client teams to understand strategic staffing objectives and hiring needs in order to
develop and execute targeted candidate research strategies, aiding in the recruitment of 60 vacancies per
quarter
Assessed candidates to ensure qualifications match and compatibility, mapping role criteria, defining job
descriptions, and conducting confidential interviews
Followed up with clients and assisted with candidate onboarding, training schedules, and document processing
Assisted in developing a digital strategy and social media marketing plan to expand brand awareness, drive
traffic, and promote brand initiatives across all platforms
Supported the health of new and existing client relationships, establishing internal customer service policies
with a focus on customer retention
Developed and implemented meaningful process and implementation changes to facilitate customer
satisfaction and support scalability of business
Managed moderate to complex inquiries, addressing various types of policies and billing inquiries from
internal and external customers in an efficient and accurate manner in order to support achievement of
service level agreements
Collaborated with leadership teams to drive strategic thinking and added value to clients while guiding account
development and growth as well as ensuring streamlined communication across all parties
Demonstrated focus on building lifelong relationships with customers, both consumers and small businesses,
with a genuine interest and desire to understand the needs of each customer
Engaged customers in meaningful financial conversations and informed customers of appropriate options
available to assist them in achieving their financial goals
Ensured high-level client service by providing personalized solutions related to financial data, collaborating
across departments to improve communication and deliver individualized services
Adhered to all internal controls, operational procedures, and risk management policies, maintaining up-to-date
knowledge of all changes in policies and procedures to ensure compliance with current guidelines