BRIANNA TOMLIN
Wichita,KS
Summary
Resourceful and detail-oriented professional with experience in customer service, account management, and operational efficiency. Proven track record of supporting clients through account setup, resolving inquiries, and ensuring smooth onboarding processes. Adept at problem-solving, managing workflows, and collaborating across teams to enhance client satisfaction.
Overview
15
15
years of professional experience
Work History
Senior Complaints Specialists
Upstart
11.2025 - Current
- Developed and implemented process improvements to enhance operational efficiency.
- Led cross-functional teams in strategic initiatives to drive project success.
- Analyzed data trends to inform decision-making and optimize resource allocation.
- Mentored junior staff, fostering skill development and knowledge sharing.
Payments Associate / Auto Payments Associate
Upstart Loan Operations
01.2021 - Current
- Managed day-to-day operations related to loan payments and provided ongoing support to borrowers, ensuring they understood account details, payment schedules, and loan processes.
- Supported the onboarding of new accounts by gathering necessary information, reviewing documents, and verifying accuracy to ensure smooth transitions for new customers.
- Played an integral role in resolving customer inquiries related to auto loans, titles, payoffs, and repossession details, always maintaining adherence to internal processes and customer satisfaction goals.
- Collaborated across departments to streamline loan processes, contributing to improved customer experience and operational efficiency.
- Demonstrated problem-solving capabilities by swiftly handling escalated customer issues and delivering timely, effective solutions.
- Ensured compliance with company policies and external regulations while meeting key performance metrics.
Senior Auto Specialist
Upstart Loan Operations
01.2021 - 2024
- Lead and mentor junior team members, providing guidance on best practices for loan operations and customer service.
- Acted as a primary point of contact for escalated borrower inquiries, resolving complex issues related to auto loans, payment discrepancies, and account adjustments, ensuring a positive customer experience.
- Developed and maintained performance reports for senior management, tracking key metrics such as loan payment processing time, customer satisfaction scores, and issue resolution rates.
- Collaborated with cross-functional teams (e.g., legal, product, and IT) to ensure the integration of new technologies and updates, improving loan management systems and automating routine processes.
- Conducted training sessions for new hires and junior team members on operational procedures, loan management systems, and compliance requirements, contributing to an overall increase in team performance and accuracy.
- Monitored compliance with industry regulations (e.g., TILA, GLBA, UDAAP), ensuring the team adhered to all legal and company standards while managing loan accounts.
- Spearheaded initiatives to improve customer retention by proactively identifying and addressing borrower concerns, leading to an increase in satisfaction and fewer account issues.
- Led the onboarding process for new clients, ensuring all necessary documentation and account information were accurately collected and processed, leading to a [X]% reduction in onboarding delays.
- Actively participated in business reviews and contributed to strategic decisions aimed at improving operational efficiency and customer service.
- Analyzed and reported on key performance metrics related to payment collection, loan disbursement, and account management, identifying trends and suggesting improvements to senior leadership.
TSC Representative / Customer Service
Corporate Lodging Consultants
01.2016 - 01.2018
- Delivered outstanding service, helping clients navigate the reservation and account setup process, while managing a high volume of customer inquiries.
- Coordinated between hotels and clients to ensure seamless booking and satisfaction, acting as a key point of contact during account initiation and ongoing management.
- Assisted with the onboarding process by guiding new customers through the service setup, addressing any concerns, and providing proactive solutions to enhance client satisfaction.
- Utilized strong time management and organizational skills to ensure on-time completion of tasks, handling multiple accounts and maintaining accurate records.
Hostess / Server
Outback Steakhouse
01.2015 - 01.2017
- Provided exceptional customer service, managing customer orders and ensuring their needs were met in a timely and efficient manner.
- Worked effectively with the team to manage multiple tasks in a fast-paced environment, ensuring seamless operations and an enhanced customer experience.
Customer Service
Butler County Community College
01.2014 - 01.2015
- Assisted with campus communication, acting as a liaison between professors and students to ensure a smooth experience for all parties.
- Managed inquiries, scheduling, and administrative duties to ensure a seamless workflow for both students and faculty.
Sales Associate
Debs
01.2014 - 01.2014
- Supported inventory control and assisted in loss prevention, contributing to efficient operations and customer satisfaction.
- Provided excellent customer service by understanding customer needs and offering appropriate product suggestions.
Customer Service
Braums
01.2013 - 01.2014
- Delivered prompt service, processed transactions, and ensured that orders were completed to customer specifications.
- Handled customer inquiries and provided solutions to ensure a positive service experience.
Office Clerk
Al-Wellman Body Shop
01.2011 - 01.2012
- Answered and directed calls, ensuring customer requests were handled in a timely manner.
- Assisted with office organization and customer documentation, ensuring accuracy and efficiency in administrative tasks.
Education
General Studies -
Butler County Community College
Andover, KS01.2015
High School Diploma - undefined
Derby High School
Derby, KS01.2014
Skills
- New Account Setup & Onboarding
- Client Relationship Management
- Account Data Management & Accuracy
- SLA & KPI Monitoring
- Vendor Management & Collaboration
- Cross-functional Team Collaboration
- Process Improvement & Workflow Optimization
- Customer Service Excellence
- Analytical & Strategic Thinking
- Compliance & Industry Regulations (TILA, GLBA, UDAAP)
- Strong Communication & Time Management
- Problem Solving & Conflict Resolution
ADDITIONAL INFORMATION
- Available to work in EST or PST time zones.
- Open to occasional travel for vendor site checks, as required.
Timeline
Senior Complaints Specialists
Upstart
11.2025 - Current
Payments Associate / Auto Payments Associate
Upstart Loan Operations
01.2021 - Current
Senior Auto Specialist
Upstart Loan Operations
01.2021 - 2024
TSC Representative / Customer Service
Corporate Lodging Consultants
01.2016 - 01.2018
Hostess / Server
Outback Steakhouse
01.2015 - 01.2017
Customer Service
Butler County Community College
01.2014 - 01.2015
Sales Associate
Debs
01.2014 - 01.2014
Customer Service
Braums
01.2013 - 01.2014
Office Clerk
Al-Wellman Body Shop
01.2011 - 01.2012
High School Diploma - undefined
Derby High School
General Studies -
Butler County Community College