Customer Service Professional

Heather Watson

******.*********@*****.*** 817-***-****

linkedin.com/in/heather-watson-77501025

Summary

SKILLS

Professional with 20 years of expertly assisting customers. Confident in my conflict resolution abilities, as well as adherence to all lending and credit analysis compliance regulations. Comfortable effectively building and training a team to successfully achieve all required metrics. Committed to continuous improvement and team success.

Experience

Agent

American Income Life Insurance Company

Working from home to protect families from the financial toll that ensues when a family member passes away.

* Covering massive funeral costs, but also providing enough affordable coverage to alleviate debts.

* Contacting clients requesting information via several sources and scheduling appointments to meet and review qualified benefits.

* Secure affordable policies

* Licensed Life Agent in Texas, Colorado, and Missouri

* Weekly minimum goal of $1500 ALP (annual life premium), achieving $2000 minimum.

* Promoted from Agent to Supervising Agent in 6 weeks.

* SA’s receive trainees bi-weekly that become agents in as little as 2 weeks. Successfully trained 5 new agents so far.

* Promotion pending to General Agent

Lending Specialist

Autopay

Working remotely, maintaining privacy with secure information, and minimizing distractions.

* Daily tasks include production of 3-5 lending packets per day to present for approval from various lead sources

* Streamlined client communication to ensure qualifying documentation received smoothly in order to fund 35 refinanced auto loans a month as quickly as possible.

* Communicated approval terms for the customer to accept the terms as presented or make adjustments.

* Managed a que of 100+ leads daily in various stages of completion.

* Met or exceeded funding goal while providing customers with GAP and Warranty options.

* Improved communication within the team by answering questions and providing guidance on day-to-day issues.

* Streamlined communication with other departments by implementing smoother communication channels for increased problem resolution

Branch Manager

Heather Watson - page 1

CAFCU

Sep 2013 - Mar 2013 Generated annual budgets, Managed 5 employees who assisted 2900+ members. Completed monthly branch reports:collection activities, payroll issues, negative shares. Empowered team with decision making skills and assisted conflict resolution. Adhered to all Compliance regulations and Know your Member stipulations. Provided training to staff as needed. Frontline source of communication from Branch to Corporate and Members.

* Increased lending to $600,000 annually meeting all compliance standards and credit union procedures. Improved members financial flexibility by saving money, providing 60% payment protection including GAP and Warranty products. Implemented online filing of title work to streamline the process and increase perfection speed. Assisted members with CPI issues by working with insurance companies to resolve issues which also saved members money.

* Increased membership and credit union exposure by visiting potential and existing companies to share CU benefits. Developed/nurtured HR relationships. Increased branch portfolio by adding companies each year. Conducted Financial Workshops, attended/hosted Benefit Fairs, Charity Events, Chamber of Commerce events. Increased CU exposure and membership by at least 200 annually.

Education

The University of Texas at Arlington

Skills

adobe streamline • benefits administration • budgeting • business intelligence • conflict management • cpi • credit • customer relations • decision making • documentation Heather Watson - page 2

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