Client Success & Operations Specialist with Regulated Experience
Resume:
Summary
Strategic, high-performing Client Success and Operations Specialist with over 8 years of dedicated experience managing high-stakes customer relationships within major financial institutions and complex healthcare ecosystems. Expert at navigating strict regulatory environments, including HIPAA, financial privacy laws, and corporate compliance protocols. Proven track record of leveraging enterprise CRM architecture to resolve intricate account escalations, drive high customer retention, and optimize service delivery workflows. Adept at transforming high-pressure client touchpoints into seamless, low-effort solutions that protect institutional asset integrity and elevate brand loyalty. Experience
Member Contact Center Representative
NUVISION FEDERAL CREDIT UNION • remote 01/2024 - Present Serve as a premier point of contact for complex member accounts, managing high-volume inquiries regarding diverse financial instruments, lending programs, and premium credit products. Maintain zero-error accuracy while handling sensitive financial data, ensuring absolute alignment with federal banking regulations, internal privacy standards, and strict operational compliance. Consistently rank in the top tier of the department by maintaining an exceptional First Contact Resolution (FCR) rate and minimizing Average Handle Time (AHT) without sacrificing service quality. Proactively identify member friction points to recommend tailored financial products and digital banking solutions, accelerating member retention and expanding credit union asset adoption by 15%. Utilize Salesforce Financial Services Cloud to meticulously document client touchpoints, track historical interactions, and provide data-transparent escalations to senior lending officers. Customer Support Coordinator
TimelyCare • Remote 03/2021 - 01/2024
Acted as a primary, high-touch liaison within a premier virtual care ecosystem, seamlessly connecting patients and specialized providers across hundreds of institutional university campuses. Managed highly sensitive patient health information (PHI) and clinical scheduling data under absolute alignment with HIPAA regulations, safeguarding data integrity and user confidentiality. Handled sensitive, high-stress escalations with maximum empathy and precise critical-thinking skills, routing urgent clinical requests swiftly and safely to medical staff. Leveraged Salesforce Health Cloud alongside proprietary medical software to identify, log, and resolve complex platform access and technical integration challenges for both users and providers. Analyzed recurring provider scheduling bottlenecks and collaborated with internal product engineering teams to streamline appointment workflows, reducing user wait times. Sales Customer Service Representative (CSR)
Longbridge Financial LLC • Remote 07/2018 - 02/2021 Led foundational financial conversations for specialized senior home equity solutions and reverse mortgage programs, clarifying intricate fiscal frameworks for a highly discerning demographic. Managed intensive inbound and outbound communications to qualify potential institutional clients, carefully documenting financial goals to pass clean, high-intent opportunities to senior specialists. Sustained meticulous records within secure corporate financial databases, ensuring all documentation was fully prepared and compliant for rigorous internal and external auditing. Built immediate, long-term trust with clients by breaking down complex industry terms, lowering consumer barrier-to-entry, and contributing to a steady increase in regional closed financial volume. Bazzl Bazhl
**********@**********.***
New York, NY
Skills
Computer literacy, Customer service, Communication skills, Time management, Microsoft word, Microsoft excel, CRM Software, Salesforce Marketing Cloud, HIPAA
Education
B.B.A
NYU • New York, NY 04/2020
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