Aisha Gardner
Roseville,MI
Summary
Accomplished Contact Center Escalations Specialist Support at Flagstar Bank, enhanced customer satisfaction significantly by implementing proactive solutions and comprehensive training programs. Skilled in expert problem-solving and documentation management, I collaborated effectively with teams to exceed project goals, leveraging both hard and soft skills to achieve superior service delivery and improve employee retention.
Overview
21
21
years of professional experience
Work History
Contact Center Escalations Specialist Support
Flagstar
06.2020 - Current
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Tracked customer service cases and updated service software with customer information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Followed all company policies and procedures to deliver quality work.
Mortgage Customer Service Representative
Flagstar Bank
06.2009 - 06.2020
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
- Assisted clients in navigating online platforms for easy access to account information.
- Reduced customer complaints by providing clear explanations of complex mortgage concepts and terminology.
Mortgage Loan Processor
LaSalle Bank / Bank of America
01.2004 - 01.2009
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Prepared file for final clear-to-close by branch management.
Skills
- Black Knight
- Power BI
- Nice
- SMART
- Citrix
- Workday
- Salesforce
- Navigator
- P8
- Analytics
- SharePoint
Timeline
Contact Center Escalations Specialist Support
Flagstar
06.2020 - Current
Mortgage Customer Service Representative
Flagstar Bank
06.2009 - 06.2020
Mortgage Loan Processor
LaSalle Bank / Bank of America
01.2004 - 01.2009