Summary
Overview
Work History
Education
Skills
Timeline
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Christina Alford

Belleville,IL

Summary

I am a dynamic Account Representative at Mariner Finance LLC with a proven track record in enhancing customer satisfaction and financial management through outstanding customer service. I proactively identify at-risk accounts, leading to improved retention, skilled in call center operations, and committed to achieving performance goals while fostering a collaborative team environment. I am also a smart candidate that keeps meticulous details on status of customers and collection efforts while ensuring goals are achieved in a timely manner.

Overview

11
11
years of professional experience

Work History

Account Representative

Mariner Finance LLC
03.2024 - Current
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Analyzed accounts for delinquencies and other ongoing issues.
  • Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred.
  • Kept detailed records of customer interactions for optimal traceability.
  • Met with customers to assess needs, financial status, and eligibility.
  • Maintained thorough knowledge of industry regulations, guidelines, and best practices in order to provide compliant and informed service to customers.
  • Enhanced customer experience by promptly addressing concerns, answering questions, and providing ongoing support throughout the lending process.

Customer Service Specialist Manager

TriZetto Provider Solutions, a Cognizant
10.2022 - 03.2024
  • Reduced resolution timeframes by implementing effective case escalation protocols.
  • Monitored call quality to ensure adherence to company standards, providing constructive feedback as necessary.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
  • Mentored junior staff members, fostering professional growth and development opportunities.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.

Assistant Branch Manager

Regions Bank
04.2017 - 10.2022
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
  • Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
  • Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.

General Store Manager

Wireless Vision, T-Mobile
10.2015 - 04.2017
  • Established a positive work environment by fostering open communication and promoting teamwork among employees.
  • Managed financial aspects of the store including budgeting, expense tracking, and payroll administration for optimal cost control.
  • Optimized store layout to enhance customer flow and maximize revenue from merchandise displays.
  • Resolved customer complaints effectively by addressing their concerns promptly while adhering to company policies.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Implemented loss prevention measures, resulting in reduced shrinkage levels and increased store security.
  • Overcame challenges presented by seasonal fluctuations in business by developing innovative sales initiatives tailored to specific months or seasons.

General Store Manager

Wireless Lifestyle by Sprint
10.2014 - 10.2015
  • Kept inventories accurate with daily cycle counts and regular audits to identify and resolve variances.
  • Increased customer satisfaction through exceptional service and well-trained, knowledgeable staff members.
  • Enhanced store profitability by implementing effective inventory management and pricing strategies.
  • Conducted regular performance evaluations for team members, providing constructive feedback and guidance for professional development.
  • Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
  • Improved employee morale through regular recognition programs that rewarded top performers with incentives such as bonuses or promotions.
  • Managed inventory control, cash control, and store opening and closing procedures.

Education

No Degree - Medical Assistant

Sanford Brown College
Collinsville, IL

Skills

  • Attention to detail
  • Proactive and focused
  • Financial management
  • Goals and performance
  • Call center experience
  • Sales experience
  • Collections

Timeline

Account Representative

Mariner Finance LLC
03.2024 - Current

Customer Service Specialist Manager

TriZetto Provider Solutions, a Cognizant
10.2022 - 03.2024

Assistant Branch Manager

Regions Bank
04.2017 - 10.2022

General Store Manager

Wireless Vision, T-Mobile
10.2015 - 04.2017

General Store Manager

Wireless Lifestyle by Sprint
10.2014 - 10.2015

No Degree - Medical Assistant

Sanford Brown College

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Christina Alford