Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Asia Young

Phoenix

Summary

Dynamic and results-driven banking leader with over six years of experience advancing strategic growth and operational excellence in the finance industry. Demonstrated expertise in optimizing processes as a contributing high-performing team member, and implementing innovative solutions that elevate customer satisfaction and drive business performance. Proficient in managing complex projects, fostering cross-functional collaboration, and developing effective strategies. Renowned for exceptional communication, decisive problem-solving, and a commitment to achieving organizational objectives and delivering outstanding results.

Overview

7
7
years of professional experience

Work History

Resolutions Specialist III

Upgrade Inc
Phoenix
02.2024 - Current
  • Efficiently handled escalated SUP calls, resolving issues to the satisfaction of both customers and the company.
  • Resolved customer complaints with empathy, enhancing loyalty and repeat business.
  • Managed escalations and concerns promptly, reducing case resolution time.
  • Investigated and resolved accounting, service, and delivery issues.
  • Increased customer retention with tailored credit options.
  • Addressed escalated complaints via email with promptness and professionalism.
  • Collaborated with cross-functional teams to meet ticket deadlines.
  • Provided comprehensive resolutions to escalated customer concerns.
  • Corrected account mishaps and billing errors promptly and accurately.
  • Investigated and resolved claims disputes and escalated issues thoroughly.
  • Conducted call reviews for coaching, dispute resolution, and claims processing.
  • Logged and addressed complaints in a timely manner.
  • Managed tickets based on priority for efficient handling.
  • Assisted with payment escalations and reviewed documentation as needed.
  • Developed training materials and customized action plans for escalated cases.
  • Improved interdepartmental coordination and workflow through collaboration.
  • Worked across various stations to meet production goals and ensure coverage.

Loan Servicing

Upgrade Inc
Phoenix
08.2023 - 02.2024
  • Servicing loans and card accounts
  • Process disputes
  • Process high number of personal loan and card payments
  • Completed outbound calls to assigned que
  • Complete loan maintenance requests
  • Maintain high quality while servicing large numbers of loan accounts
  • Provide excellent service to outbound and inbound customers
  • Prepare payoff statements
  • Meet or Exceed production, quality, and servicing goals
  • Enter and update client information in data systems.

Home Improvement Specialist

Upgrade Inc
Phoenix
08.2023 - 01.2024
  • Servicing home loans of high dollar amounts
  • Discussed financing terms such as interest APR and principle balances to customers
  • Practiced de-escalation to ensure positive customer experience
  • Process high number home loan payments
  • Assist with information regarding Home Improvement financing
  • Worked with merchants and contractors to service projects
  • Submitted disputes and complaints
  • Completed outbound calls to assigned ques to make sure processing times are met
  • Worked multiple data systems such as VQ, JIRA, TABLEAU, SPECTRUM
  • Complete loan maintenance requests
  • Provide excellent service to outbound and inbound customers
  • Prepare payoff statements
  • Meet or Exceed production, quality, and servicing goals
  • Enter and update client information in data systems.

Specialized Verifications

Upgrade Inc
Phoenix
11.2022 - 08.2023
  • Answer inbound calls and conduct conference call with banks to verify applicant's bank info and identity
  • Maintain high quality while processing large numbers of loan applications
  • Provide excellent customer service to inbound and outbound calls
  • Review financial documents submitted by the borrower
  • Meet or Exceed production, quality, and customer service goals
  • Mitigate fraud by verifying identity and documents.

Customer Service

Upgrade Inc
Phoenix
04.2022 - 11.2022
  • Answered inbound calls and occasionally placed outbound calls
  • Maintain high quality customer service while processing large numbers of loan applications
  • Review financial documents and identity documents submitted by the borrower
  • Meet or Exceed production, quality, and customer service goals
  • Take applications by phone
  • Answer questions regarding Upgrade products.

Inbound Customer Service Rep

Merrill Lynch
Chandler
01.2021 - 03.2022
  • Handled a high volume of calls about customers' business credit cards and personal card accounts
  • Received and processed credit card payments
  • Serviced and updated cardholder information
  • Explained specific card details such as APRs, credit allotments, card perks, bonuses, cashback
  • De-escalated customers and provide a solutions within policy
  • Up sale products or promotional offers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Outbound Collections Agent

EPA USA Inc
Phoenix
04.2020 - 12.2020
  • Made a high volume of outbound calls collecting on debts such as delinquent cash loans, title loans, and in-store credit cards
  • Practiced collecting procedures while still adhering to FDCPA and FCRA
  • Negotiated settlements and payment plans on debts based on the client's ability
  • Informed clients of legal proceedings on accounts
  • Negotiated with bankruptcy lawyers to settle debts
  • Established consumer loyalty through listening, empathy, and using effective communication techniques.

Home Preservation Specialist

Wells Fargo
Chandler
02.2018 - 03.2020
  • Assisted clients with completing applications
  • Took a high volume of inbound calls for mortgage assistance and determined debt-to-income ratios based on client documentation
  • Followed up with clients via phone and email
  • Created client profiles in a secured database
  • Processed payments and set up payment plans for established loans.

Education

Associates in Applied Science -

Glendale Community College
Glendale, AZ
05.2027

High School Diploma -

West Phoenix High School
05.2016

Skills

    Communication: Able to clearly and persuasively share ideas and actively listen
    Emotional Intelligence: Excellent at managing emotions and empathizing with others
    Decision-Making: Able to make informed choices under pressure
    Strategic Thinking: Able to effectively plan long term and align with business strategies
    Delegation: Able to Effectively task assignments by priority
    Problem-Solving: Able to identify and resolve issues with speed and quality
    Conflict Resolution: Able to constructively handle disputes
    Adaptability: Able to embrace change and lead through transitions
    Inspiration: Motivating and energizing the team
    Accountability: Able to own decisions and uphold standards
    Self-Sufficiency: Independently manage tasks and responsibilities effectively

Affiliations

  • Upgrade Way Mentee

Accomplishments

  • Collaborated with team of three in the development of Deescalation training presented to RES and CAT team.
  • Contributed to the development and introduction of the CSAT program as part of the original customer-first-professional pilot teams.
  • Collaborated with team of 10 in the development of the official home improvement team.

Timeline

Resolutions Specialist III

Upgrade Inc
02.2024 - Current

Loan Servicing

Upgrade Inc
08.2023 - 02.2024

Home Improvement Specialist

Upgrade Inc
08.2023 - 01.2024

Specialized Verifications

Upgrade Inc
11.2022 - 08.2023

Customer Service

Upgrade Inc
04.2022 - 11.2022

Inbound Customer Service Rep

Merrill Lynch
01.2021 - 03.2022

Outbound Collections Agent

EPA USA Inc
04.2020 - 12.2020

Home Preservation Specialist

Wells Fargo
02.2018 - 03.2020

Associates in Applied Science -

Glendale Community College

High School Diploma -

West Phoenix High School

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Asia Young