Brandon Gales - Taylor
Chicago,IL
Summary
Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Senior Living Advisor
A Place For Mom Inc.
08.2023 - Current
- Take inbound, pre-screened leads and regularly communicate with leads post-referral via text, phone and email to build rapport and educate families on senior community living and/or care options.
- Guide customers from initial inquiry to post-referral follow-up to transitioning into senior living hitting 86% of my move-in quota in just one month post initial training.
- Use Beacon and YGL (You’ve Got Leads!) CRM software to maintain a lead pipeline to implement data-driven strategies to drive sales.
- Use CRM data to hit required KPIs enabling me to reach a 78% family tour rate, keep pre-referred leads at or below 3 out of 179 leads total, and increase my lead acceptance rate from below 75% to 96% in just 2 months.
Senior Loan Processor
OppLoans
07.2017 - 05.2023
- Drove business through excellent customer service at every step of the lending process achieving over $1.5 million in approved small consumer loans over 6 years, repeatedly earning a spot on the Top 10 Earners list.
- Demonstrated strong sales acumen to sell applicants new or refinanced loan products.
- Reviewed and evaluated client’s financial documents and researched financial history.
- Collaborated with underwriters and other support teams to process over 60% of loan applications in my application pipeline to provide same-day decisioning and funding helping me to achieve an 82% customer retention rate.
- Ensured compliance with legal statutes and regulatory standards, maintaining a high level of professionalism.
Account Manager I
Paylocity
08.2016 - 06.2017
- Consistently made myself available to troubleshoot and resolve client issues, demonstrating effective workload management of over 150 businesses that staffed 10-500 employees.
- Established standard service excellence through Quality Assurance assessments and was recognized for creating rapport, maintaining urgency, delivering clear instructions to clients and retaining 98% of my client roster.
- Utilized Paylocity’s own software to find, validate, resolve and document solutions in a way that adhered to payroll policies and ensured seamless client support.
- Collaborated cross-functionally with Tech Support, Client Onboarding, Tax and Sales teams to efficiently manage and resolve escalations, and successfully process and deliver client quarterly and annual tax reports.
Team Lead
AvantCredit
12.2015 - 06.2016
- Co-managed and provided mentorship to a team of 8 customer support specialists enabling them to consistently increase their quality assessment scores from an average of 89% to an average of 94% within 2 months time.
- Conducted daily quality checks on 30-40 loan applications worked by specialists to ensure quality and company standard ensuring that each specialist met and/or exceeded all KPI metrics which included number of dials, first call resolution, and customer retention rate.
- Played a pivotal role in how we managed and resolved customer complaints improving Avant UK’s customer satisfaction score and decreasing customer churn rate.
- Conducted daily quality checks on over 100 loan applications and financial documents maintaining rigorous quality control standards.
Customer Service Representative
AvantCredit
06.2014 - 12.2015
- Consistently delivered top-tier inbound and outbound customer service via phone, email and text, ensuring exceptional support and maintaining a positive consumer experience.
- Reviewed financial documents and credit reports to determine affordability
- Took initiative in high-volume loan payment reconciliation projects, contributing to efficient financial operations.
- Proficiently addressed general inquiries and concerns while actively educating consumers about our product, ensuring a better understanding and fostering trust in our services.
Education
Bachelor of Arts - English
Illinois State University
Normal, IL05.2014
Associate of Applied Science - Network Systems Administration
DeVry University
Chicago, IL06.2009
Skills
- Research and Due Diligence
- CRM Software
- Customer Service
- Loan Servicing
- Effective Customer Upselling
- Application Processes Management
- Customer Account Management
- Client Relations
Timeline
Senior Living Advisor
A Place For Mom Inc.
08.2023 - Current
Senior Loan Processor
OppLoans
07.2017 - 05.2023
Account Manager I
Paylocity
08.2016 - 06.2017
Team Lead
AvantCredit
12.2015 - 06.2016
Customer Service Representative
AvantCredit
06.2014 - 12.2015
Bachelor of Arts - English
Illinois State University
Associate of Applied Science - Network Systems Administration
DeVry University
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