Customer Service Sales

WENDY MASLANKOWSKI

*** ********** ***** . ******* *****, IL . 60140

Phone: 847-***-****

Email: *****.************@*****.***

PROFILE

Experienced Customer Service Professional with a proven track record of

developing effective relationships with customers by meeting and exceeding

their requirements, and earning their trust and respect. Demonstrates high

energy and strong drive towards achieving or surpassing goals. Leverages

support and trust of peers, creating an environment of collaboration, and

utilizes strong influencing skills towards achieving strategic objectives.

Proven ability to prioritize responsibilities under tight deadlines, while

ensuring compliance with federal and state regulations and internal best

practices, and mitigating risk.

PROFESSIONAL EXPERIENCE

May 2000 - January 2013 SENIOR MEMBERSHIP SPECIALIST

Experian

The Membership Department qualifies businesses to run

credit information on consumers and businesses, while

ensuring strict adherence to FCRA, GLB and company

best practice guidelines. In coordination with sales

onboarding efforts, client satisfaction and fraud

prevention, responsibilities included the following:

. Provided leadership to team of analysts, including

approving file decisions, ensuring file

compliance, and meeting internal time-related

deadlines

. Oversee all client exceptions and address client

escalations to ensure satisfactory outcome to

clients

. Worked as company-wide liaison to ensure up-to-

date procedures and set-up instructions, staying

current with emerging and changing industry

standards such as collections, debt purchasing,

credit card merchant factoring, auto and mortgage

and debt settlement

. Authored and maintained all departmental processes

and procedures to ensure a seamless client

experience and file compliance, including creation

and maintenance of New Revenue Membership Policies

and Procedures, and providing a smooth on-boarding

process for a superior client experience

. Represented Membership, Sales Support and Client

Support for input on product creation and

execution, including liaising one-on-one with

product managers, assisting them to seeing their

product from fruition to execution

. Collaborated with Sales to acquire revenue in

previously untapped markets by fully researching

targeted industry

. Ensure protection of consumers by maintaining

strict and effective risk mitigation standards,

while ensuring revenue opportunities are achieved

. Created and maintained reporting matrix for use in

Membership, Data Development, Client and Sales

Support departments

. Ensured all quality metrics were met or exceeded

to improve the overall client experience

PROFESSIONAL EXPERIENCE cont'd

September 1997 - May 2000 MORTGAGE LOAN PROCESSOR

Draper and Kramer Mortgage

. Supported Loan Officers by processing their

mortgage file submissions in a timely manner

. Provide superior customer service, guiding buyers

through the mortgage loan process

EDUCATION AND TRAINING

2010 - 2013 Leadership and Professional Development Courses

. Meetings That Work

. Teamwork - Coach every employee to be a

contributor

. Communication Mastery

. Conflict Resolution

. Managing "UP"

. Proactive Conversations

. Fair Credit Reporting Act Certification

. Marketing Genius

. Product Development and Compliance

1998 Court Reporting

MacCormac College

ACHIEVEMENTS

. Recipient of the Client Promise Award and The President's Award, both for

excelling at client satisfaction through innovative decision-making and

creativity

References Available Upon Request

Contact this candidate