Courtney Whack
Sumter,SC
Summary
Encouraging assistant manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
Work History
Assistant Manager
One Main Financial
04.2016 - 06.2023
- Answered and serviced 100+ calls daily.
- Exceeded my individual Growth and delinquency targets on a monthly basis.
- Developed new relationships -maintain existing relationships- working with customers throughout loan process and loan life cycle.
- Partnered with local businesses weekly to seek out and gain new business relationships and customers.
- Maintained Compliance
- Mentor and train new staff members in office policies and procedures.
- Assist team members with administrative requirements by expertly using diverse office software.
- Deliver clerical support by handling range of routine and special requirements.
- Execute record filing system electronically to improve document organization and management.
- Verify accuracy of business records by consistently updating customer's information.
- Monitor pipelines to track and log status of loans and lien perfection.
- Supervise loan personnel and motivated to maintain customer service and performance standards.
- Create strategies to develop and expand existing customer sales, resulting in increased BOB.
- Proficient in multi-system navigation.
- Exceeds goals through effective task prioritization and great work ethic.
- Underwriting loans
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
Customer Service Representative
Sykes Call Center
03.2013 - 04.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Manager
US Money Shops
01.2009 - 03.2013
- De-escalation of customer calls concerning complex issues and complaints for customer retention
- Created schedules marketing to other businesses in order to collaborate.
- Monitored metrics and marketing investments to assess performance and implement continuous improvement.
- Managed income throughout store
- Collected past due payments.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Sales Associate Team Leader
It's Fashion Metro
02.2006 - 01.2009
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
- Trained and developed new sales team associates in products, selling techniques, and company procedures.
- Engaged with customers to effectively build rapport and lasting relationships.
- Answered customer questions about sizing, accessories, and merchandise care.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Sales Associate, (Key Holder)
Dollar General Store
08.2004 - 02.2007
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
Associate of Science - Science, Technology, And Society
Central Carolina Technical College
Sumter, SC05.2012
Skills
- Complaint resolution
- Sales expertise
- Multi-Line Phone Proficiency
- Office management
- Problem solving
- Data Entry
- Complex Problem-Solving
- Call Center Operations
- Email Etiquette
- Customer Experience
- Customer Support
Timeline
Assistant Manager
One Main Financial
04.2016 - 06.2023
Customer Service Representative
Sykes Call Center
03.2013 - 04.2016
Manager
US Money Shops
01.2009 - 03.2013
Sales Associate Team Leader
It's Fashion Metro
02.2006 - 01.2009
Sales Associate, (Key Holder)
Dollar General Store
08.2004 - 02.2007
Associate of Science - Science, Technology, And Society
Central Carolina Technical College
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