Christina Ende
New Hope,MN
Summary
Driven professional with background in customer service environments, looking to transition into new field. Developed strong communication and problem-solving skills while handling escalated customer interactions, and helping resolve them. Ready to leverage customer service expertise and adaptability in new role.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
Dental Care Alliance
10.2024 - Current
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and dental providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for dental treatments and procedures.
- Delivered excellent patient experiences and care.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their oral health journey.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in dental services.
- Facilitated communication between patients and clinical staff, ensuring clarity and understanding of treatment options.
- Answered incoming calls, scheduled appointments and filed dental records.
- Verified patient insurance eligibility and entered patient information into system.
- Responded to inquiries by directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide billing information.
- Delivered support to dental staff in completion of patient paperwork.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Provided basic technical support for front office equipment, minimizing downtime.
Universal Banker II
Citizens Independent Bank
04.2024 - 10.2024
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
- Provided exceptional service through accurate and efficient management of teller line duties while maintaining strict confidentiality standards.
- Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Ensured a consistent and positive customer experience by upholding high standards of professionalism, courtesy, and responsiveness in all interactions.
- Trained and mentored banking staff to maximize performance, efficiency, and compliance.
- Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.
- Managed risk effectively by adhering to established security protocols and diligently monitoring suspicious activities or transactions.
- Balanced teller drawers and ATM cash.
- Established rapport with new customers to increase satisfaction and loyalty.
- Received loan payments, sending funds to correct destinations.
Mortgage Loan Processor
Wells Fargo Bank, N.A.
05.2020 - 06.2023
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Prepared file for final clear-to-close by branch management.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Worked with customers via telephone & email to answer questions, process transactions, and resolve issues.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
- Communicated with originator and applicant concerning progress of loan file.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
- Boosted team efficiency by training new Mortgage Loan Processors on company policies, procedures, and software systems.
- Educated customers on loan services and regulations to confirm compliance.
- Contributed to positive workplace environment, assisting colleagues with challenging cases and offering solutions.
- Increased team productivity, sharing best practices and insights from complex loan processing scenarios.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
Escalated Complaints Specialist
Randstad USA
11.2019 - 04.2020
- Collaborated with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
- Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
- Streamlined complaint handling process for faster resolution and improved customer experience.
- Contributed to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.
- Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
- Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
- Managed high-stress situations calmly and professionally, reassuring customers that their concerns were being addressed promptly and effectively.
Assistant Manager
New Money Express
08.2008 - 02.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Education
Medical Billing & Coding
Everest Institute
Eagan, MN02-2013
High School Diploma -
Robbinsdale Cooper High School
New Hope, MN06-2006
Skills
- Critical thinking skills
- Organizational skills
- Customer service
- Attention to detail
- Verbal and written communication
- Scheduling
- Documentation
- Filing and recordkeeping
- Proficient in Microsoft Office
- Relationship building
- Reliability and dedication
- Multi-line telephone systems
- Creative problem solving
- Policy compliance
- New hire training
- Quality assurance
Accomplishments
Nominated as Team mentor
Certification
Medical Billing & Coding
Awards
At Wells Fargo I received 6 Manager awards:
For individual home loan purchases because I went above and beyond for my borrowers when facing challenging hurdles and helping them make it to the finish line.
I also received several team work awards from Financial advisors, Closers, and work directors for my communication and assistance in every aspect of the home loan.
Impressive Communication
First time processor nominated to be the team mentor for the new hires by my manager. I helped them tailor the process to effectively reach their individual goals each month. I showed them how I processed on a daily basis, how to organize their daily work flow and manage tasks in a timely manner. I resolved escalated situations from other team members professionally and quickly.
Timeline
Patient Care Coordinator
Dental Care Alliance
10.2024 - Current
Universal Banker II
Citizens Independent Bank
04.2024 - 10.2024
Mortgage Loan Processor
Wells Fargo Bank, N.A.
05.2020 - 06.2023
Escalated Complaints Specialist
Randstad USA
11.2019 - 04.2020
Assistant Manager
New Money Express
08.2008 - 02.2015
Medical Billing & Coding
Medical Billing & Coding
Everest Institute
High School Diploma -
Robbinsdale Cooper High School
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