Courtni Poole
Killeen,TX
Summary
Dynamic professional with a proven track record in customer relationship management and operations management, notably at PNC Financial Services. Excelled in refining consumer banking experiences and surpassing quotas through innovative solutions and exceptional service. Skilled in originating home loans and leveraging consumer insights, achieving increased client satisfaction and loyalty. Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.
Overview
20
20
years of professional experience
Work History
Data Capture Clerk
DST Systems
Birmingham, AL
02.2020 - 03.2024
- Increased productivity through the implementation of efficient data entry techniques and keyboard shortcuts.
- Proactively identified opportunities for process improvement within the data capture team, proposing solutions that led to increased efficiency levels.
- Provided support to colleagues during periods of high workload, ensuring all projects were completed on time without sacrificing quality standards.
- Collaborated with IT department to resolve technical issues impacting data capture processes, ensuring minimal downtime or delays.
Customer Service Representative
Wells Fargo
Homewood, AL
02.2016 - 11.2019
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Records and Health Information Technician
Trinity Medical Center
Birmingham, AL
12.2012 - 09.2015
- Managed the release of information process, safeguarding sensitive patient data while adhering to legal requirements.
- Implemented quality control measures within the department, resulting in improved accuracy rates in medical record keeping.
- Trained fellow technicians on best practices for managing health information, fostering a high-performance team environment.
- Acted as a liaison between departments, coordinating efforts to achieve efficient interdepartmental communication concerning health information management.
- Enhanced patient care by accurately organizing and maintaining medical records and health information.
Caretaker
In Home Care
Hoover, AL
01.2009 - 09.2012
- Provided compassionate care to residents, assisting with daily tasks such as meal preparation and personal grooming.
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Ran errands for patients, did shopping, and picked up other necessities.
- Remained alert to problems or health issues of clients and competently responded.
- Developed strong relationships with residents and families, fostering trust and open communication.
- Scheduled and accompanied clients to medical appointments.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
Intern Trainee
Birmingham Water Works Board
Birmingham, AL
05.2004 - 07.2006
- Worked alongside senior staff members to gain industry insight and hands-on experience in various aspects of the business.
- Completed research, compiled data, and assisted in timely reporting.
- Assisted in the development of marketing campaigns, resulting in increased brand awareness and customer engagement.
- Provided exceptional customer service, resolving issues promptly and ensuring customer satisfaction.
- Utilized data analysis tools to track performance metrics, identifying areas for improvement and making data-driven recommendations.
Education
Associate Of General Studies - General Studies
Homewood High School
Homewood, AL05.2006
Skills
Refinancing options
Customer Relationship Management
Attaining quotas
Originating home loans
Developing customer relationships
Consumer banking
Reviewing documents
Operations management
Timeline
Data Capture Clerk
DST Systems
02.2020 - 03.2024
Customer Service Representative
Wells Fargo
02.2016 - 11.2019
Medical Records and Health Information Technician
Trinity Medical Center
12.2012 - 09.2015
Caretaker
In Home Care
01.2009 - 09.2012
Intern Trainee
Birmingham Water Works Board
05.2004 - 07.2006
Associate Of General Studies - General Studies
Homewood High School