Aunrea Oldham
Riverside,Ohio
Summary
A knowledgeable growth-mindset professional eager to apply over 15 years of customer service, Quality Assurance, and analytical skills to a like-minded business. I am highly-motivated with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Certified Notary Public and Loan Signing Agent
Self-employed
Dayton, OH
09.2022 - Current
- Certified to complete remote online notarizations and loan signings in Ohio
- Documented transactions in notary journal to maintain legal and permanent records
- Checked for signs of coercion in either party or fraud
- Verified identities of individuals signing documents by examining valid forms of identification.
- Administered oaths and affirmations for affidavits and other notarial acts.
- Performed pre-notarization review of documents to confirm completeness and accuracy.
Senior Quality Assurance Specialist/Customer Care Specialist
L Brands (VS&Co)
Kettering, OH
03.2007 - 05.2023
- Monitored incoming correspondence through Oracle (database) and later Salesforce (database) for issues online and in the Active Omni order management system
- Gathered voice of the customer data from internal associates using Salesforce to help analyze contact trends
- As a team lead for Verint tax testing in new Active Omni ordering system, assigned daily work assignments, answered questions, and ran point on calls with developers
- Collaborated with off-site teams on projects to stay informed and share knowledge
- Engaged in cross-functional teamwork with geographically dispersed teams to complete timely tests and facilitate smooth product releases
- Managed multiple changing projects and prioritized work to accomplish tasks
- Wrote test cases in Excel and executed with ALM software to validate system performance
- Reported issues via Confluence and Atlassian JIRA using concise descriptions and followed through until resolution
- Communicated via email and Teams with associates and upper management regarding trends, issues, and best practices
- Integral member of a two-person team responsible for rigorously testing every CRM, promo code, and special pricing deal to ensure their flawless execution on the mobile site, website, and mobile app before they were launched
- Identified, analyzed, and resolved orders on hold in Manhattan Active Omni order system
- Reached out to customers via phone, email, or letter to gather additional information to resolve issues
- Received inbound calls, chats, and emails from customers seeking technical support with website
- Performed various live site testing and ad hoc to uncover missed defects and/or issues
- Actively engaged in live chat interactions with customers via Oracle and Salesforce, providing assistance and support to the live chat team during the busy season
- Advocated for customer by using feedback submitted via webforms and internal associates
- Prioritized issues to provide speedy resolutions for issues that had an impact to the customer as well as the business.
Senior Store Relations Associate
L Brands (VS&Co)
Kettering, OH
06.2008 - 08.2014
- Followed up on emailed or web-submitted customer inquiries within standard response times
- De-escalated customer issues with proven conflict mediation and problem-solving abilities
- Enhanced customer satisfaction ratings by building client rapport and timely resolving crises and issues
- Anticipated customer needs by evaluating accounts and previous communications
- Escalated sensitive claims to proper department after determining root issue
- Worked closely with customer facing associates to resolve in store issues and complaints.
Customer Care Associate
L Brands (VS&Co)
Kettering, OH
03.2007 - 06.2008
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Promptly responded to customer inquiries and resolved complaints to promote loyalty
- Kept customer and system account information accurate and current to support timely resolutions for concerns
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products
- Consistently met sales goals and credit card conversions.
Education
National Notary Association (NNA)
02.2024
National Notary Association (NNA)
02.2024
Ohio Notary Services
02.2024
Central State University
01.2004
Skills
- Planning, organizing and prioritizing
- Problem analysis and problem solving
- Excellent interpersonal communication: listening, speaking and writing capabilities
- Remote/Virtual work experience
- Experienced with various CRM systems
- Professional Communication
- Proficient in Microsoft Office
- Data Entry
- Email Correspondence
- Database Research
- Product Education
- Defect Tracking
- User Acceptance Testing
- Performance Testing
- Regression Testing
- Stress Testing
- SharePoint
Timeline
Certified Notary Public and Loan Signing Agent
Self-employed
09.2022 - Current
Senior Store Relations Associate
L Brands (VS&Co)
06.2008 - 08.2014
Senior Quality Assurance Specialist/Customer Care Specialist
L Brands (VS&Co)
03.2007 - 05.2023
Customer Care Associate
L Brands (VS&Co)
03.2007 - 06.2008
National Notary Association (NNA)
National Notary Association (NNA)
Ohio Notary Services
Central State University