AUTUMN DILLON

(Home Improvement & Patient Solutions)

• Successfully onboard lenders by training them on the tools available, determining how we can help them meet their objectives, and creating a plan based on their goals.
• Conduct regular account reviews, sharing metrics and insights to ensure that customers receive maximum value.
• Create and manage feedback loops, gathering actionable insights that will inform the product roadmap.
• Working with Contracting/Legal to make sure new member agreements are executed
• Conduct QBRs for key customers
• Act as Executive Sponsor/Escalation Point for Strategic Clients for all needs
• Oversee and grow the team of Strategic Account Executives
• Develop and oversee standard cadences for client engagements and planning
• Drive growth and expansion within clients across the Merchants portfolio
• Track and fulfill Prospect or Client needs from demos, meetings and scorecards
• Facilitate completion of cross-functional deliverables
• Engage Clients and Prospects to promote Merchants Fleet value proposition and to match solutions to the Client's unique business, application and data needs.
• Partner on Strategic Client Launches to ensure Client savings requirements and expectations are met
• Champion new products, cross functional processes to meet Client solutions.

(Merchant Services)

• Process Design, Execution and Program Management for New to Role, In Role Development and Mastery programs of Small Business Bankers Enterprise Wide.
• A liaison across multiple lines of business for program tactics, that partners with a team of associates within the Financial Center & Merrill Edge Academy to drive associate development priorities and programs.
• Curriculum development for New to Role, In Role Development and Mastery (own, design, implement, maintain end-to-end curriculum), w/ a strong partnership with Global Learning.
• Developed Top Performer Model/Success Profiles/Career Pathway.
• Provide subject matter expertise on initiative/BAU Readiness efforts.

( Star Debit Network)

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.

• Oversaw workforce management planning, volume predictions and capacity planning.
• Oversaw staff and sub-contractor performance review assessments.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Promoted use of multichannel communication strategies, automated chat and social messaging.

Met and exceeded company quality and Service Level agreement goals for 6 consecutive months. Managed call flow and responded to technical support needs of customers. Identified chronic customer issues by creating and maintaining client complaint log. Effectively managed a high-volume of inbound and outbound client calls. Oversaw call center employees to ensure customer satisfaction goals were consistently met.