Andrea Fox
Summary
I believe I would make a great addition to your Credit Union Branch. My vast knowledge of experience with leading and coaching team members, branch opening and closing procedures, working on smart grows and fostering a Growth Mindset to help team members achieve their goals is something that I excel at. I enjoy working with the members directly and building those personal relationships. I am great at communicating, don't mind asking thought provoking questions, and catch on quickly. I am someone that gets excited about what I do, and enjoys working with people and being a part of a team. I don't mind jumping in where needed or flying by the seat of my pants in a fast working, ever changing environment. I'm a very hard worker, highly motivated, and sincerely hope you will consider me for this opportunity.
Overview
15
15
years of professional experience
Work History
Customer Service Success Manager / Project Manager
Hagadone Technologies
08.2021 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Monitored customer progress and addressed customer inquiries with timely and accurate updates
- Conducted periodic user training sessions to support customer understanding and product feature utilization
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Completed all month end billing and ensuring metrics were being met
- Orchestrated team building and events to build company morale
Assistant Branch Manager / Contact Center Trainer
STCU
11.2016 - 08.2021
- Trained and developed new team members in alignment with branch service standards and objectives
- Highly skilled with opening and closing branch procedures, balancing the vault and performing audits, completing loans, working on the teller line as needed, and development of team members through smart and hard goals
- Creating my own de-escalation class along with implementing and training branches and contact center team members
- Implemented process improvements to increase productivity
- Responded to member concerns and surveys to significantly raise member satisfaction ratings and maintain relationships
- Conducted weekly staff meetings to motivate team members, address any issues to foster a healthy work environment
- Coaching Essentials graduate and involvement in formal mentorship program within STCU for team member development, part of Kaizen events, and Process Improvements within the entire company
Account Executive Manager and Account Executive
Universal Funding Corporation
10.2012 - 11.2016
- Managing personal and team member accounts including following up on delinquencies, evaluating red flags and risk factors, and verifying invoices
- Balancing month end reports, totaling losses and gains, report outs at board meetings, data entry of hundreds to thousands of invoices daily for funding's with required deadlines by noon
- Evaluating and investigating businesses for validity and finding and reporting fraud
- Reviewing monthly financials, tax information, and researching companies they are doing business with
- Giving reviews, interviewing and hiring, and coaching on how to successfully service active accounts
Call Center Senior, Licensed Insurance Representative
Traveler's Insurance
12.2008 - 10.2012
- Mentoring of both seasoned employees and new hire training classes
- Back up for escalations line when not with new hire class
- Call monitoring of peers and scheduled review times for peer coaching
- Assisted with remote workers through live chats and screen shares, call monitoring, and best practices to meet Contact Center metrics
Education
High School Diploma -
Community Colleges of Spokane
Spokane, WA06.2001
Skills
- Regulatory compliance
- Strong interpersonal skills
- Account analysis
- Risk mitigation
- Training and Development
- Member / Customer relationships
- Mentoring / Coaching Expert
- Satisfaction Surveys
- Customer Account Review
- Continuous Quality /Process Improvement
- Project Management Skills
- Corrective Action Planning
Timeline
Customer Service Success Manager / Project Manager
Hagadone Technologies
08.2021 - Current
Assistant Branch Manager / Contact Center Trainer
STCU
11.2016 - 08.2021
Account Executive Manager and Account Executive
Universal Funding Corporation
10.2012 - 11.2016
Call Center Senior, Licensed Insurance Representative
Traveler's Insurance
12.2008 - 10.2012
High School Diploma -
Community Colleges of Spokane
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