Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Brandy Hofstetter

Jackson,WI

Summary

Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level product knowledge and strong collaborative skills leading to optimum outcomes.

Overview

14
14
years of professional experience

Work History

Account Manager

Skygen Usa
08.2020 - Current
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Collaborated with managers to provide client feedback and recommend operational changes to meet emerging trends.
  • Built relationships within internal and external organizations to have understanding of processes to be able to communicate effectively needs of client.
  • Prepare and facilitate meetings with clients to discuss ongoing issues.
  • Improves client satisfaction by identifying patterns and barriers to solutions insight to resolve problems.
  • Handle internal and external client inquires, claims and complex complaints by interpreting policies, regulations, investigate problems, communicating with other departments and research to resolve issues.

Call Center Team Lead

Skygen Usa
11.2015 - 08.2020
  • Motivated 25-30 employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Established rapport with customers and made important decisions related to business; handled customer complex escalations and complaints.
  • Trained new personnel regarding company operations, policies and services.
  • Define gaps or processes by creating and implementing updating training content materials and on-going training for staff members.

Senior Collections Representative

Wells Fargo Home Mortgage
10.2009 - 11.2015
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Documented customer payment interactions and account statuses for future reference.
  • Contacted customers to discuss past-due accounts and negotiated payment plans to prevent accounts from entering collections
  • Analyzed 50-75 calls daily for customer financial records to determine appropriate payment plan based on current financial condition.
  • Conducted side by side training to assist with new hires

Education

High School Diploma -

Juneau Business High School
Milwaukee, WI
06.1997

Skills

  • Analytical Skills
  • Compliant Handling/Dispute Resolution
  • Customer Service
  • Project Management
  • Teamwork and Collaboration
  • Client Relationship Building
  • Detail Oriented
  • Organizational Skills

Accomplishments

  • Top team member performer/ Top production Tier performer 2012, 2013,2014 and 2015
  • 2012 Team member of the month
  • 2013 and 2014 Service award
  • 2014 Performance & Leadership Excellence
  • 2014 Q12 Gallup Champion
  • 2019, 2020, 2022 was nominated for Rock star award


Timeline

Account Manager

Skygen Usa
08.2020 - Current

Call Center Team Lead

Skygen Usa
11.2015 - 08.2020

Senior Collections Representative

Wells Fargo Home Mortgage
10.2009 - 11.2015

High School Diploma -

Juneau Business High School

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Brandy Hofstetter