Customer Experience Data Entry

Natasha Frolow

C: 646-***-**** E: ******************@*****.***

EXPERIENCE

Reach Financial – New York, NY 7/2021-Current

Customer Experience Specialist

Perform a high volume of customer contact transactions

Assist customers over the phone and by responding to their emails

Advise customers about the terms of their loan or status of their application

Process payments and perform account maintenance requests

Provide detailed explanations of loan documents and general loan inquiries

Document all customer interactions in CRM software (Salesforce) clearly and concisely

Perform outbound calls to applicants and work with applicants, Verifications, and Operations teams to successfully move to applications to completion

Recognize complex issues and escalate them following written procedures

Assist management to identify improvements to existing workflow and/or procedures to enhance customer experience

Maintain knowledge of loan product, underwriting criteria, compliance standards, operational procedures, and company core values

Meet all key performance indicators set by management

Perform administrative work including filing documents, writing, and answering emails

Collect appropriate documentation to approve a loan

Client relations/Educate clients on services

Commitment to providing outstanding customer experience

Whisps Acquisition Corp – New York, NY 10/2019-5/2021 Customer Service Representative/Data Entry (Contract)

Answered consumer inquiries and resolved complaints for a snack start-up

Resolved and arranged for item replacement or reimbursement

Responded promptly to customer questions or concerns via phone, letter and email

Followed customer complaint procedure and documented the data using Excel for Quality Assurance

Directed requests and unresolved issues to other colleagues

Forwarded sample requests to sales and marketing

Maintained up to date computer-based files and administrative systems

Processed purchase orders accurately into NetSuite

Confirmed sales orders with customers and sales representatives

Noted the current promotional pricing or allowances on confirmations

Created shipping labels and tracked shipments

Requested changes for pricing and quantities, etc.

Followed up with warehouse to confirm shipment status

William Vitacco Associates – New York, NY 3/2019-9/2019

Project Coordinator (Contract)

Developed and coordinated responses for (RFI) documents

Received answers related to construction projects from clients and project managers

Formatted the RFI documents properly before submission

Identified requirements and interacted with business development and operations personal to obtain input for RFI responses

Established timelines for completion of deliverables

Maintained and monitored project plans

Ensured projects adhere to frameworks and all documentation is maintained appropriately for each project

Tracked paperwork and updated team members

Prioritized work to balance multiple projects and deadlines in a professional manner

B&Z Auto Enterprises LLC – Bronx, NY. 10/2016-3/2019

Business Development Representative

Managed all incoming/outgoing phone and internet leads

Performed daily tasks on an assigned work plan

Set, confirmed, and followed up with customer appointments

Responded to inquiries on new and pre-owned vehicles in a professional and well-spoken manner

Worked near other sales and BDC Representatives in a team-based environment

Communicated with customers through phone, emails, and chats

Stayed up to date with current inventory and promotions

Achieved set sales targets and bonuses

Maintained an ongoing customer database to capture repeat business

EDUCATION

Manhattan College, Riverdale, NY

BA in Arts – Communications/Psychology

CERTIFICATIONS

Foundations of Project Management

Coursera Course Certificate

SKILLS

Microsoft Office Suites, Excel, Outlook, PowerPoint, QuickBooks, NetSuite, Salesforce, Zendesk, CRM

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