Summary
Overview
Work History
Education
Skills
Timeline
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Avalon Rombach

Bellevue,NE

Summary

Accomplished and results-driven professional with a robust background in identifying growth opportunities and enhancing operational efficiency across customer service and financial sectors. Demonstrated expertise in developing and delivering tailored training programs that resonate with diverse audiences, resulting in high retention rates and performance excellence. Leveraging mindfulness and soft skills, fosters an inclusive and engaging learning environment. Committed to excellence, consistently recognized for superior contributions to customer experience and team development. Excels in creating a culture of continuous improvement and professional growth with a keen eye for detail and quick decision-making skills. Ready to bring adaptable and compassionate training methodologies to a new state.

Overview

9
9
years of professional experience

Work History

Business Expert Analyst/Learning Development Trainer

PayPal
11.2020 - Current
  • Analyze market trends and seller behaviors to uncover business growth opportunities using advanced business intelligence tools
  • Deliver exceptional customer service, swiftly resolving financial disputes to achieve top performance recognition
  • Develop comprehensive training materials and programs, tailoring content to various learning styles and ensuring all new employees are well-versed in company's mission and products
  • Coach and mentor teams, providing actionable feedback to enhance efficiency and customer satisfaction
  • Execute in-depth reports, analyzing communication styles to improve service delivery and impact company positively on global scale
  • Trained over 800 new hires, achieving 97% talent retention rate
  • Recognized as top performer in customer service excellence and performance metrics
  • Integrated mindfulness and soft skills training across company, positively affecting over 2,000 employees and attaining record-high Key Development Indicator (KDI) company-wide
  • Promoted to Charity Division due to steadfast commitment to excellence
  • Established best practices in Learning Management System (LMS) for training material development.

Deposit Operations Fraud Specialist

First Nebraska Credit Union
02.2020 - 11.2020
  • Analyzed daily Fiserv reports to assess transaction risk, pinpointing five high-risk areas within organization
  • Executed network adjustments to reconcile account discrepancies and enhance financial integrity
  • Utilized diverse data sources to scrutinize spending patterns and evaluate transactional risk
  • Performed audits on Card Once instant issue machine to streamline operations and improve workflow efficiency
  • Conducted detailed investigations into fraudulent disputes, identifying and denying fraudulent claims totaling $2000
  • Completed stringent ACH and Card fraud procedures, effectively reducing chargebacks over a six-month period
  • Retained over $15,000 for organization in a single dispute by adhering to compliance standards
  • Ensured organizational adherence to fraud detection and prevention protocols, maintaining operational compliance.

Call Center Insurance Analyst

Mutual of Omaha
12.2018 - 02.2020
  • Managed high call volumes by offering callback options, effectively reducing call abandonment rates
  • Facilitated cross-departmental collaboration with sales and four additional teams to ensure care of life insurance policies
  • Pioneered test pilot program, conducting client and employee engagement sessions to enhance call center efficiency
  • Developed and executed more than ten business system enhancements through technological integration, resulting in a 6% reduction in operational costs
  • Maintained handle times, contributing to an 88% customer retention rate within call center
  • Played key role in a pilot program, leading to adoption of new procedures improving overall efficiency in client and employee interactions
  • Maintained an above-target customer retention rate, contributing to stability and growth of call center's client base.

Personal Banker

Frandsen Bank & Trust
07.2018 - 09.2018
  • Executed financial transactions with precision, leveraging advanced computer skills to minimize errors significantly
  • Initiated and oversaw new account openings, promoting culture of savings and financial responsibility among clients
  • Evaluated loan applications, conducting thorough credit assessments, collateral appraisals, and tax return analyses to ensure integrity of applicant data
  • Reduced transactional errors by 95% through adept use of banking software and attention to detail
  • Enhanced customer satisfaction and trust by providing personalized banking solutions and advice
  • Streamlined operational processes to improve efficiency and accuracy in daily banking activities.

Account Service Representative

Centris Federal Credit Union
01.2018 - 05.2018
  • Managed multiple financial programs simultaneously, ensuring seamless assistance with debit cards, loans, credit cards, and wire transfers while troubleshooting technical issues with online and mobile banking platforms
  • Enhanced customer experience by adopting consultative approach to cross-sell products, adhering to state and federal banking regulations, and significantly contributing to a 50% increase in revenue
  • Provided exceptional support to over 100 members daily, fostering strong customer relationships and boosting referral rates by 60% in dynamic call center environment
  • Increased customer satisfaction and retention by resolving inquiries and issues promptly, leading to a consistent 95% positive feedback rate
  • Initiated and led customer education program that clarified complex financial services, resulting in a 30% increase in product adoption among members
  • Developed and maintained comprehensive knowledge of evolving financial products and services, ensuring accurate and current advisement
  • Streamlined call center operations by identifying and implementing process improvements, reducing average call handling time by 15%.

Member Service Representative

Omaha Firefighters Credit Union
01.2016 - 01.2018
  • Ensured robust account protection and adherence to financial regulations, thwarting 99% of unauthorized digital access attempts
  • Provided dedicated assistance to over 700 members, managing Certificates of Deposits and IRAs, thereby maintaining high retention rates
  • Fielded member inquiries with expert use of telephone systems, enhancing customer satisfaction and loyalty
  • Mastered a suite of financial software, including Fiserv and Work Ramp module, to streamline data management and improve operational efficiency
  • Boosted customer loyalty by 95% through effective communication and problem-solving skills
  • Facilitated training and development programs, fostering a culture of continuous learning and professional growth
  • Employed advanced 10-key data entry techniques to ensure accurate and efficient transaction processing.

Education

High School Diploma -

Bellevue East High School
05.2005

Skills

  • Process Improvement & Operational Efficiency
  • Regulatory Compliance & Risk Management
  • Fraud Detection & Risk Assessment
  • Business Intelligence Tools Proficiency
  • Training Program Development
  • Training and mentoring
  • Product Management
  • Competitive Analysis
  • Data Analytics
  • Operations Management

Timeline

Business Expert Analyst/Learning Development Trainer

PayPal
11.2020 - Current

Deposit Operations Fraud Specialist

First Nebraska Credit Union
02.2020 - 11.2020

Call Center Insurance Analyst

Mutual of Omaha
12.2018 - 02.2020

Personal Banker

Frandsen Bank & Trust
07.2018 - 09.2018

Account Service Representative

Centris Federal Credit Union
01.2018 - 05.2018

Member Service Representative

Omaha Firefighters Credit Union
01.2016 - 01.2018

High School Diploma -

Bellevue East High School

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Avalon Rombach