Carrie Simpson CMDR

**** * **** ** ******** Park KS 66204

913-***-**** acy3wg@r.postjobfree.com

Resolution Specialist

Talented professional seeking a leadership role that will utilize my education, training, and proven experience in Financial Services, Office Management and Customer Service Excellence. I have expertise in customer-facing work environments. I have been recognized as an enthusiastic, reliable, and accountable employee who works equally well independently and as a strong team player.

Key Strengths include Problem Solving, Relationship Management, Organization/ Prioritization, Project Planning, Office Management, and Performance Monitoring

Authorized to work in the US for any employer

WORK EXPERIENCE

Advocate Staff On Call

Metropolitan Organization Counter Sexual Abuse

Kansas City MO Aug 2014 to present

Two nights a week I am an advocate for rape survivors.

Meet them at the hospital or law enforcement location.

Assist them in completing reporting process, explaining the process to them

Assure them that they are not alone.

Create a safety plan for the survivor

Back-up for our crisis line and resource information line.

Oversee that we have good communication with the volunteers that are on my shift.

Ensure that our volunteers have the resources they need to complete the advocacy run.

Synchrony Financial

Merriam, KS - May 2016 to October 2016

Investigate and Resolve issues on credit accounts submitted by the cardholder.

Issues included wrong sale amount, not my sale, credit not posted, and quality of sale.

Processed for multiple clients

Held to high standard of accuracy.

UMB Financial Corporation - Kansas City, MO - February 2013 to April 2016

Dispute investigations for lockbox especially in the Kansas City area.

Coordinated off-site storage for 3 departments.

Involved in writing procedure manual for filing, management of off-site storage and email correspondence.

Tuition Payment Specialist

SALLIE MAE CAMPUS SOLUTIONS - Kansas City, MO - 2011 to 2012

Responsible for working in a high volume call center responding to inbound calls from customers.

• Served as a key member of leadership team to develop strategies that created a positive culture that was team-focused and results-driven.

• Worked additional hours and assumed extra duties to ensure that all department goals were met on schedule.

• Promptly responded to calls requesting assistance with NetPay and Tuition Payment Plan issues,

demonstrating strong product knowledge, patience and dedication to finding the answers and providing

workable solutions to ensure customer satisfaction.

• Received recognition awards for 0 absenteeism, superior call handle time and schedule adherence.

Customer Service Representative

ADT - Jacksonville, FL - 2010 to 2011

Responsible for resolving issues for subscribers via telephone.

• Accurately resolved alarm issues providing outstanding customer service and resolving issues quickly and/or referring more complicated matters to service technicians.

• Made effective decisions regarding resolution to an active alarm based on location, situation, fees and other determinants.

• Contacted customers regarding alarm issues, verified alarm status, and made decisions to send police

support based on cause.

Senior Mutual Fund Representative

DST/BFDS - Kansas City, MO - 2005 to 2010

Served on a real estate investment team supporting mutual fund customers, including trades, data updates, and verification of information.

• Created documents and letters that were approved by the legal department to obtain accurate financial information and/or signatures.

• Created training documents for written correspondence between financial advisers, investors, and funds, providing best practices and consistency of service delivery. Worked with multiple mutual fund clients during a period of extreme crisis to expedite their investment trades and/or redemptions.

• Responded to inbound / outbound calls requesting information and/or mutual fund changes to support customer base.

• Thoroughly reviewed options with customers, provided information and ensured contracts were accurately completed.

• Monitored calls and coached employees to enhance performance and meet/exceed goals.

Office Manager

PERFORMANCE MOTORS - Tonganoxie, KS - 2001 to 2005

Provided operations support for a small business, including software, correspondence, marketing support and trade show set up and execution.

• Successfully created business plans and served as risk analyst for company.

• Handled day-to-day correspondence, utilizing both telephone and email, to provide communication to

customers.

• Set up QuickBooks and trained others on the use of the software.

Shift Supervisor

Courtyard by Marriott - Kansas City, MO - 2002 to 2004

Supervised five employees - front desk clerk, van drivers, and cook/bartender.

• Monitored and provided constructive feedback to employees on customer service excellence to ensure guest relations were up to standards.

• Maintained van schedules to ensure scheduled pickup and deliveries were completed on time and within all safety guidelines.

Dealer Services Specialist

GMAC - Overland Park, KS - 1984 to 2001

Duties included filing, cash intake, collections, repossessions, and charge-offs. Served as liaison between GM Dealers and the Division.

• Ensured accuracy on contracts and lease agreements with regard to tolerance issues and federal/state guidelines.

• Developed software that decreased preparation time, and increased accuracy for data entry of automotive purchase contracts and automotive lease agreements.

EDUCATION

Master of Arts in Management / Dispute Resolution Conflict Management Dispute Resolution

Baker University - Baldwin City, KS

2009

Master of Science in Business Management

Baker University - Baldwin City, KS

2008

Bachelor of Science in Marketing

Park University - Parkville, MO

2001

SKILLS

Microsoft office (10+ years), Conflict Resolution Management (6 years), Advocacy (4 years)

CERTIFICATIONS

Volunteer

CASA In Florida

Nov 2010 to Mar 2011

MOCSA Advocate

August 2013 to Present

Survivor Support. Safety planning-law advocacy.

SKILLS

Microsoft Office, problem solving skills, good work ethic, reliable, volunteerism

Contact this candidate