Customer Experience Specialist

Natasha Frolow

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

EXPERIENCE

Reach Financial – New York, NY 7/2021-5/2025

Customer Experience Specialist

● Performed a high volume of customer contact transactions with a Stevie Business Award winning department

● Assisted customers over the phone and by responding to their emails

● Advised customers about the terms of their loan or status of their application

● Processed payments and performed account maintenance requests

● Provided detailed explanations of loan documents and general loan inquiries

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

● Performed outbound calls to applicants and worked with applicants, verifications, and operations teams to successfully move applications to completion

● Recognized complex issues and escalated them following written procedures

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

● Maintained knowledge of the loan product, underwriting criteria, compliance standards, operational procedures, and company core values

● Met all key performance indicators set by management

● Performed administrative work including filing documents, writing, and answering emails

● Collected appropriate documentation to approve a loan

● Educated clients on services

● Committed 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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