China Finkton
Indianapolis,IN
Summary
Proven leader in client relationship management and team mentoring, significantly enhanced customer satisfaction and engagement at First Merchants Bank. Skilled in fostering trust, addressing client needs, and driving satisfaction. Adept at team collaboration, adaptable to changing needs, and reliable in delivering results. Recognized for abilities in training/mentoring, implementation of changes, and level head when problem solving.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Client Relationship Representative
First Merchants Bank
05.2022 - Current
- Enhanced customer satisfaction by effectively resolving issues and providing timely communication.
- Increased account retention rates and customer engagement through proactive relationship management and regular client followups.
- Facilitated the smooth onboarding of new clients, ensuring proper training was provided on products and services offered.
- Contributed to product development efforts by gathering valuable feedback from clients and sharing it with internal teams.
- Mentor new Consumer Team Members dur transition from Frontline Fundamentals Training to assisting clients in the Banking Center.
- Mentor Consumer Team Members to open and maintenance new accounts in IDO and DAO from learning to assisting clients in real time.
- Ensure banking center is running securely and operationally sound, according to regulations, raising overall score from 79% to 100%.
Account Specialist - Team Lead
COX Automotive
09.2018 - 01.2022
- Developed comprehensive training plan, minimizing potential financial adverse action to business operations.
- Resolved staff member conflicts, actively listening to concerns and implementing changes where necessary.
- Enhanced client satisfaction by promptly resolving account issues and providing note worthy customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills, flexibility, and attention to detail.
- Cross-trained existing employees to maximize team agility and performance.
- Facilitated team meetings to reflect on the previous week and innovative solutions for operational changes and challenges.
Mortgage Loan Officer
Royal United Mortgage
02.2018 - 07.2018
- Developed new and expand internal/external referrals to grow mortgage client list.
- Streamlined application processing for faster turnaround times, enhancing client satisfaction rates.
- Guided clients throughout the mortgage process, from pre-approval to closing.
- Determine if applicants meet established standards or what additional information might be necessary for underwriter approval.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
- Researched and updated industry knowledge on changing markets, legislation, and regulations.
Head Counselor
Purdue Agribusiness Science Academy
06.2014 - 08.2017
- Provided ongoing support for junior counselors, offering guidance on managing challenging situations or addressing individual camper needs.
- Promoted diversity within the industry of Agriculture by actively recruiting from various intercity communities and participating in campus/community activities out of the norm.
- Maintained compliance with all regulatory requirements pertaining to child safety, sanitation standards, and staffing ratios through diligent oversight and thorough recordkeeping.
- Managed administrative tasks such as onboarding, maintaining accurate records of campers'' medical information, emergency contacts, and dietary restrictions.
- Reduced conflicts among campers by addressing behavioral issues promptly, using conflict resolution techniques in line with camp philosophy to promote a harmonious atmosphere.
- Spearheaded fundraising efforts for campers' scholarship funds that provided financial assistance to prospective Ag students.
Student Supervisor
Villa Pizza
08.2015 - 05.2017
- Coordinated and lead training sessions for fellow supervisors, ensuring consistent understanding of policies and procedures across the team.
- Facilitated a positive working environment by proactively addressing conflicts and fostering open communication among students.
- Developed strong relationships with students, promoting trust and open dialogue about their needs and concerns for workspace and education.
- Boosted student performance by providing individualized schedules and freedom to prioritize schooling.
- Designed engaging weekly staff meetings that provided tools for effective collaboration, enhancing student teamwork capabilities.
- Coordinated with kitchen employees and front line personnel to consistently provide quality food and service.
- Monitored staff performance, enforcing food safe policies, procedures, regulations, health codes, license requirements and top service standards to be reported weekly.
Education
Bachelor of Arts - Technical Management
DeVry University
Online05.2022
Bachelor of Science - Animal Science
Purdue University
West Lafayette, IN05.2017
Skills
- Training and mentoring
- Client Retention Strategies
- Data Collection and Entry
- Interpersonal Skills
- Performance Tracking
- Cross-selling techniques
- Account Management
- Problem-solving abilities
- Business Analysis
- Records and Database Management
- Schedule Management
- Risk Management
Certification
Business Analysis (2024) IIBA, National Registry of CPE Sponsors
Risk Management (2024) PMI, National Registry of CPE Sponsors
Understanding the GAAP (2024) National Registry of CPE Sponsors
Licenses
Notary Public (2020) State of Indiana
NMLS Federal Registry (2018) 1713220
Timeline
Senior Client Relationship Representative
First Merchants Bank
05.2022 - Current
Account Specialist - Team Lead
COX Automotive
09.2018 - 01.2022
Mortgage Loan Officer
Royal United Mortgage
02.2018 - 07.2018
Student Supervisor
Villa Pizza
08.2015 - 05.2017
Head Counselor
Purdue Agribusiness Science Academy
06.2014 - 08.2017
Bachelor of Arts - Technical Management
DeVry University
Bachelor of Science - Animal Science
Purdue University
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