Customer Service Improvement Specialist
Resume:
Process Improvement Specialist
Account Management
Complex Problem Solving
Self-Motivated
Creative and Innovative
Team Leadership
Corporate Partnerships
Ability to work under pressure
Leadership
Reliable and organized
***************@*****.***
Jacksonville, FL 32225
PERSONAL SKILLS
ABOUT ME
CONTACT
WORK EXPERIENCE
Primary Client Advocate and Relationship Manager. Overall Division Account Manager and direct liaison for several business' sources.
Director of the Wealth Management Division.
Manager of Retail Operations Team.
Coordinated all major client objectives. Established and sustained strategic planning presentations for registered shareholder base
Managed and maintained operational daily workflows. Facilitated meetings including Retail and Wealth management clients.
Daily Pipeline management, monthly forecasting, and quality control. Regulatory auditing compliance in partnership with First line of defense Monthly expense reporting, division accounting, and vendor management adherence. Hosted and presented monthly & quarterly client business reviews. Maintained and exceeded monthly forecasting targets and quarterly goals. (Notably 132% of forecast in Dec 2022).
Responsible for new hire recruitment, panel interviews, and onboarding. Conducted weekly, monthly, and annual performance evaluations. Executive Relationship Manager
Specialized Loan Services (Computershare) Jacksonville, FL 12/20- 12/22 Provided consultative sales approach to further understand clientele goals. Managed revenue models and process flows.
Managed operations support and customer engagement strategies. Successfully closed average of 90-100+ loans per month. Consistently exceeded new sales growth quotas for both retail and small business Wealth Management lending.
Individually drove business revenue totaling $42MM (2019) 2020 Presidents Club Award Winner. National Pinnacle Elite. 2019 Q1 & Q2 Sales MVP Award.
2019 Overall National Production Sales Leadership Award 2019 Global Recognition World Class Client Experience Award. Senior Loan Officer
Bank of America, Jacksonville, FL 06/18 - 12/20 High performing, motivated and strategic
professional seeking a career that will allow
me to utilize my strong leadership and
operational proficiency.
Forward-thinking, proactive and skilled at
operating departments efficiently, with a
drive to exceed expectations while
maintaining an attention to detail.
Relationship Manager
One Call Care Management, Jacksonville, FL 05/12 - 4/18 DANIEL
PROFESSIONAL SKILLS
Microsoft Programs
Google Suite
Adobe Editor
SharePoint
Excellent written and verbal
communicator
Primary client account manager and liaison for all providers. Provider Relations manager for East Coast Regional and California Division. Responsible overall for new clientele growth and implementation. Responsible for identifying and developing new client partnerships with providers by coordinating, facilitating and leading regional meetings. Worked closely providers to ensure vendor contractual obligations, compliance and protocols are maintained.
Provided all monthly vendor accounting and reporting. Point of contact for any provider issues and resolutions.
Completed all Vender Management and monthly expense reports. Ensured quality assurance, customer satisfaction, and account growth through strategic marketing, effective communication, and follow through. Cultivated strong partnering relationships resulting in additional revenue and increased margins.
Provided and maintained quarterly data analysis contributing towards growth objectives for assigned accounts.
Organization representative host at industry conferences and trade shows establishing new contacts for future revenue growth and provider implementation and onboarding. Conducted new hire interviews. Facilitated service training and presentations to OCCM associates.
Florida State College at Jacksonville
EDUCATION
WORK EXPERIENCE
Point of contact for financial partners and clientele throughout home financing experience while coordinating events logistics such as fulfilling investor loan requirements and scheduling.
Monitored for any potential issues carefully and reached out to clients to provide immediate resolution and maintain overall satisfaction. Built and maintained relationships with new and existing clients while providing high level of expertise and customer care
Managed pipeline portfolio of over 100 loans while consistently maintaining 95% customer service level or greater.
Compiled database of loan applicants' credit histories, corporate financial, statements and other financial information.
Originated, reviewed, closed and administered customer loan proposals Relationship Manager
PHH Mortgage/ Merrill Lynch, Jacksonville, FL 01/01- 07/09 Built talented and valuable team of departmental employees through Trained new employees on proper protocols and customer service standards. Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
Set overall vision and provided team leadership while overseeing growth of Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles. outstanding mentoring, coaching and teaching skills market initiatives.
Sales Manager
Express, Inc., Jacksonville, FL 1/09 - 5/12
DANIEL
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