Customer Service Microsoft Office

Mary Hanna

Royse City, TX ***** 817-***-****

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

INDIVIDUAL OVERVIEW

CAREER HISTORY

Gateway Mortgage April 2017 to Present

Client Experience Coordinator/Loan Partner 1

Customer experience - Manage end to end customer experience, leveraging tools and data to refine and improve process and procedures

Front line customer contact – Ongoing data gathering including deep dive into customer experience and needs. Comprehensive touch point analysis to understand behaviours, drivers, preferences and segmentations

Analysis – Identify trends to provide reporting metrics / dashboards. Focus on return on investment, effective use of resources and customer follow up. Creation of marketing plans to develop customer journey and success criteria

Communication, interpersonal and written skills - Fully conversant with Microsoft Office Suite, specifically PowerPoint and Excel. Very conversant with specialised software such as Byte Loan, Top of Mind-Surefire and Big Purple Dot CRM

Travel Coordinator – manages all aspects of supervisor calendar from local appointments to long distance travel arrangements.

Ascena Group. 2015 - 2016

Customer Relationship Manager / Store Manager

Customer relationship - Manage all CR activity leading teams, managing multiple areas across business. Administration, customer relationship management, data collection, reporting, training and orientation

Team leadership - Manage nine associates incorporating payroll/budget management, people management, banking, loss prevention, career development and ensure compliance with laws, regulations and policies

Computer systems - Microsoft Suite, CRM POS, Kronos, Portal. Implemented process and procedures across a broad spectrum of business requirements. Develop and facilitate comprehensive (re)training

Fidelity-National Financial Services 2014

Customer Experience in Transfer of Assets (TOA) - Brokerage Operations Fixed Term Contract

Front Line customer facing - Dealing with complex and confidential information. Administering values ~ $2.5MM per event, processing TOA, Receives etc. Ensure compliance with financial laws, regulations and policies

Professional relationships - Build and develop professional working relationships across multiple departments processing ACAT and Non-ACAT delivery requests on mutual fund and brokerage accounts requiring the highest level of discretion and independent judgment

Computer knowledge - Microsoft Office, Fidelity systems, FBSI, Streetscape, FDOT, create presentations, spreadsheets, reports etc. Consistent contact/communication with high levels of internal management

Processing - multiple deliveries/trade requests in a fast paced, deadline driven, accuracy essential environment ensuring all activities are in accordance with financial regulations and company policy

Century 21 Realty 2012 to 2014

Customer Business Manager

Relationship Management – Develop broad range of relationships from customer interface through professional services, legal, contractual. Provide thought leadership and direction as required

Technology –CRM and non-CRM tools including Microsoft Office suite. Establish, develop, track and maintain progress of enquiries and engagements

Communications – Excellent verbal and written communicator across all departments, levels and boundaries. Strong professional relationships with HR, Legal and Customer Service

Reporting – Establish and produce regular reports with associated analytics to provide feedback on marketing, reputation, source media etc.

Marketing – Established own marketing program with specialized and bespoke providers. Manage reputation and brand identity as required

Training – 20 yrs. educator experience. Conducted seminars and training sessions for sales agents to improve sales techniques, learn contract nuances and ensure compliance with regulations

Retail Customer Management 2011 – 2013

Customer Manager

Children’s Place, Inc.:

Customer Experience - Management responsible for all aspects customer service and b2c brand. Leading team of up to 25 associates, managing and training customer interface and reporting on KPI’s daily, WTD, MTD, and YTD

Computer systems – MS Office, CRM POS, Kronos. -Implemented process and procedures across a broad spectrum of business through comprehensive (re)training i.e. Loss Prevention, banking processes

Supervise and manage - Customer Relationship Management, Customer Satisfaction, Payroll/Budget management, people management, banking, and loss prevention

Results - Raised store performance from bottom of district /-10% to plan YTD, to leading store in the district on target to meet $1.6 million sales goal in first 6 months

Gymboree Corp:

Customer Service - Manager leading team of 11 staff in all aspects of customer service and management

Management - Staff management and scheduling, tracking and reporting on business performance KPI’s

Leadership - Customer service, leadership, and training, ensuring adoption of SOP for all staff

Self Employed, Educator 1987-2010

Management of own business. Financial, administration, recruitment, and management of students

Establish objectives, targets and goals for students and follow a pre set curriculum to teach a wide range of instruments taught using a variety of study methods

Beginner to intermediate levels taught, children through adult

Comply with examination criteria

Sunbury Manor School, Sunbury-on-Thames, Middlesex, England, UK 2004-2005

Head of Music Department

Supervise and manage daily operations of department and staff, budgeting, financial and project management

Highly developed interpersonal skills, clear communication skills, established and created programs on multiple projects with diverse management requirements. Lead several performing groups from beginner to advanced levels

Education & Certifications:

University of Arkansas

Master’s Degree in Management 2016 – 2020 (anticipated graduation date)

Texas Professional Teacher Certification 2000-present

Bachelor of Arts Degree in Music Education w/teacher certification May 1993

Bachelor of Arts Degree in Instrumental Music December 1991

Arkansas Teacher Certification 1993-2006

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