Dec 2022 – Mar 2023 · 3 mos · Remote

• Summary: Deliver exceptional customer support across multiple channels, ensuring efficient issue resolution and a seamless customer experience. Specialize in dispute resolution, credit bureau investigations, and process optimization to enhance operational effectiveness.
• Key Responsibilities & Achievements:
• Provide world-class, multi-channel support via phone, email, chat, and text, prioritizing first-contact resolution to enhance customer satisfaction.
• Investigate and resolve consumer credit bureau disputes, analyzing internal account records and credit bureau data to ensure accuracy and compliance.
• Facilitate timely resolution of payment disputes and chargebacks by compiling and submitting necessary documentation and evidence.
• Track and analyze customer complaints and recurring issues, driving transparency and insights to improve service delivery.
• Evaluate and refine existing strategies, providing recommendations to enhance departmental efficiency and overall business operations.

Jan 2021 – Nov 2022 · 1 yr 10 mos · Remote

• Summary: Managed high-level escalations, conflict resolution, and cross-functional collaboration to enhance client experience and operational efficiency. Served as a key liaison between departments, ensuring compliance, successful product rollouts, and financial reconciliation.
• Key Responsibilities & Achievements:
• Handled high-level escalations and client complaints, working closely with internal teams to drive swift and effective resolutions, preserving client relationships.
• Resolved critical conflicts for the CEO, ensuring top-priority clientele concerns were addressed with discretion and efficiency.
• Collaborated cross-functionally with Legal, Compliance, Data Privacy, Product, Marketing, Engineering, Sales, Operations, Title, and Servicing to streamline processes and enhance service delivery.
• Partnered with marketing executives on product rollouts, ensuring seamless launches and customer adoption.
• Conducted financial reconciliation, maintaining accuracy and transparency in financial operations.
• Acted as a liaison between Compliance and Legal teams, ensuring adherence to regulations and risk mitigation.
• Reviewed and analyzed Net Promoter Score (NPS) surveys, identifying trends and opportunities to improve customer satisfaction.

Oct 2020 – Jan 2021 · 3 mos · Remote

• Leveraged customer insights to contribute to new product ideas, addressing key pain points and enhancing user experience.
• Developed and implemented an improved workflow, which, after a successful three-month test period, was adopted company-wide to streamline operations and elevate the client experience.

Mar 2020 – Oct 2020 · 7 mos · Remote

• Created and implemented an empathy training program adopted by 10,000+ employees to improve customer interactions.
• Developed a streamlined customer handling workflow, improving response times and client satisfaction.
• Managed 150+ daily inbound calls, educating clients on mortgage processes and troubleshooting customer issues.
• Assisted in directing customers to online self-service resources, reducing call resolution times.

Dec 2017 – Feb 2020 · 2 yrs 2 mos · Scottsdale, Arizona, United States · On-site

• Developed strong time management, multi-tasking, and self-discipline skills while providing daily care for children.
• Built and maintained trusting relationships with children and parents, creating a nurturing and safe environment.
• Adapted to unexpected situations with a solution-oriented mindset, ensuring a smooth and positive experience for the family.
• Fostered a positive, calm, and engaging atmosphere, helping children develop socially, emotionally, and cognitively.
• Demonstrated strong communication and problem-solving skills, responding to both children's and parents' needs effectively.

Oct 2016 – Dec 2017 · 1 yr 2 mos · Ahwatukee, Arizona · On-site

• Managed member relations, assisting with account updates, resolving inquiries, and ensuring a positive customer experience.
• Handled outbound sales calls, engaging with members to provide updates, encourage renewals, and promote club offerings.
• Supported club operations, maintaining a welcoming environment and addressing facility needs as required.
• Promoted a healthy lifestyle, guiding members on available resources and fostering a supportive fitness community.

Aug 2014 – May 2016 · 1 yr 9 mos · Goodyear, Arizona · On-site

• Provided engaging and supportive care for children ranging from preschool to 7th grade in both morning and afternoon extended day programs, fostering a safe and enriching environment.
• Built strong relationships with both students and parents, ensuring clear communication and a positive experience for families.
• Served as a preschool substitute across various classrooms within the district, adapting quickly to different teaching environments and assisting in creating hands-on, interactive learning experiences.
• Played an active role in promoting child development, encouraging social, cognitive, and emotional growth through structured activities and play-based learning.