Christopher Mann
Powell,TN
Summary
Detail-oriented Financial Operations & Administrative Professional with a background in high-stakes financial operations and complex document management. Expert at streamlining office workflows and ensuring 100% compliance with organizational and regulatory standards. A proactive collaborator known for maintaining composure in fast-paced environments, I excel at managing competing priorities while serving as a reliable bridge between departments and clients.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Knoxville Utilities Board
Knoxville TN
06.2024 - Current
- Facilitated resolution of customer inquiries to enhance understanding of utility services and billing processes.
- Analyzed and resolved service issues, contributing to improved customer satisfaction through efficient problem-solving strategies.
- Facilitated high-volume call handling, prioritizing swift and effective resolutions to meet customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning 99% in nearly every metric.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Home Equity Loan Processor
Y-12 Federal Credit Union
Oak Ridge, TN
08.2020 - 06.2024
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Regularly exceeded annual department loan goals by tens of millions of dollars
- Prepared file for final clear-to-close by branch management.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Communicated with originator and applicant concerning progress of loan file.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Handled any conditions sent from underwriting departments.
- Set up and completed loan submission packages.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Reviewed and validated details of loan applications and closing documentation.
Member Service Representative
Eastman Credit Union
09.2016 - 08.2020
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Described product highlights and benefits to help guide purchasing decisions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
Retail Sales Associate
T-Mobile
06.2015 - 08.2016
- Worked to build relationships with customers and built potential for additional sales.
- Good communication and honesty provided me with lots of repeat business as well as being referred to others by my customers
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Other duties include: Time management, processing cash transactions, troubleshooting customer devices, problem solving, and outbound calls.
Teller
ORNL Federal Credit Union
10.2012 - 06.2015
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
Production Assistant
Steak N Shake
04.2011 - 10.2012
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Sanitized dining ware and kitchen equipment according to health code standards.
- Made food according to standard recipes with requested changes for customer satisfaction.
Meat Associate
Kroger
06.2010 - 10.2012
- Restocked products based on available inventories and customer demands.
- Maintained excellent levels of food safety by frequently checking product dates and temperatures.
- Completed inventory counts, reordered stock and removed expired items from supply.
- Operated saws and slicers to cut meat, using safety protocols and procedures to avoid accidents.
- Cut meats to customer specifications and answered questions about specialty products.
SERVICE CLERK/Cashier Assistant
Ingles Supermarket
06.2008 - 06.2009
- Cleaned and sanitized cashier workstation and scanning area.
- Helped customers complete purchases, locate items and join reward programs.
- Performed cash, card and check transactions to complete customer purchases.
- Removed trash, swept and mopped floors for professional appearance.
- Cleaned, swept, mopped and disinfected shop area to maintain customer safety and health.
Education
Associate of Science - Psychology, Computer Sciences
Roane State Community College
Oak Ridge, TN05-2016
High School Diploma -
Powell High School
Powell, TN05-2010
Skills
- Government Standards
- Data Recording
- Proficiency in Microsoft Office Suite programs
- Critical thinking and problem solving
- Data entry
- Active listening
- Professional telephone demeanor
- Computer skills
- Time management
- Professional communication
- Verbal communication
Certification
NMLS # 2023172
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Service Representative
Knoxville Utilities Board
06.2024 - Current
Home Equity Loan Processor
Y-12 Federal Credit Union
08.2020 - 06.2024
Member Service Representative
Eastman Credit Union
09.2016 - 08.2020
Retail Sales Associate
T-Mobile
06.2015 - 08.2016
Teller
ORNL Federal Credit Union
10.2012 - 06.2015
Production Assistant
Steak N Shake
04.2011 - 10.2012
Meat Associate
Kroger
06.2010 - 10.2012
SERVICE CLERK/Cashier Assistant
Ingles Supermarket
06.2008 - 06.2009
High School Diploma -
Powell High School
Associate of Science - Psychology, Computer Sciences
Roane State Community College