Amber Fournier

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

• Ensured smooth transaction coordination by managing timelines, deadlines, and documentation requirements.
• Organized and maintained digital files for easy access, streamlining the document retrieval process during audits or inquiries.
• Managed sensitive client information securely to maintain confidentiality and uphold company privacy policies strictly.
• Reduced errors in transactions by meticulously reviewing all documents for accuracy and compliance.
• Enhanced client satisfaction by providing exceptional customer service throughout the entire transaction process.

Managed inbound and outbound calls, deescalated irritated USAA members regarding their mortgages, explained escrow and fixed APRs