Dairian Potter
Grant,USA
Summary
Experienced team manager with a proven track record of effectively leading and developing high-performing customer service representatives. Through strategic coaching, targeted training, and consistent performance feedback, cultivating a strong and skilled workforce. My leadership approach focuses on enhancing both individual capabilities and overall team effectiveness to consistently meet and exceed customer service standards. By fostering a collaborative and supportive virtual environment, it empowers the team to achieve professional growth and deliver exceptional service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Mortgage Loan Advisor
LoanCare
12.2023 - Current
- Assisted in nesting and independently facilitated the subject matter to the class.
- Supported direct supervisor and peers by leveraging company resources to ensure their success.
- Developed a self- service IT guide for representatives to avoid continuous tech issues.
- Selected to work on our call back escrow pilot, which helped minimize repeat call backs for unresolved issues.
- Support representatives on the Help Line to minimize AHT, and to provide accurate info using our company resources.
- My calls are utilized as training examples to demonstrate the proper handling of customer interactions using company resources.
- Serve as the primary point of contact for customers seeking information or assistance with loan applications, approvals, and inquiries
- Address customer concerns promptly and professionally via phone, email, or in-person interactions
- Product Knowledge: Demonstrate a thorough understanding of loan products, interest rates, repayment terms, and eligibility criteria
- Compliance and Risk Management: Adhere to regulatory guidelines and internal policies governing loan origination, documentation, and disclosure requirements
- Problem Resolution: Handle customer complaints, disputes, or escalations related to loan processing, billing, or collections
- Investigate issues promptly, identify root causes, and implement effective solutions to resolve customer concerns and maintain satisfaction
- Documentation and Record-Keeping: Maintain accurate records of customer interactions, loan applications, approvals, and disbursements
- Ensure confidentiality and security of sensitive customer information in compliance with data protection regulations
- Cross-Functional Collaboration: Collaborate with internal teams, including underwriters, loan officers, and collections specialists, to facilitate seamless communication and streamline loan processing workflows
- Share customer feedback and insights to drive process improvements and enhance service quality
- Continuous Learning: Stay updated on industry trends, regulatory changes, and best practices
T2 Team Manager
Transcom
10.2022 - Current
- Company Overview: Remote support for Apple
- Directs, administers and controls the day to day operations and activities of facilities and programs in an assigned area
- Provides leadership, support and guidance to facility management
- Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care
- Participates in the implementation of divisional and company initiatives and strategies
- Manages the staffing through the appropriate hiring, firing, and disciplinary actions in collaboration with HR
- Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development
- Ensures all employees receive the appropriate training and education, including ongoing compliance training
- Coach call center staff through challenging customer service issues
- Analyze call center data and prepare reports for upper management
- Evaluate staff effectiveness and performance monthly or on an at-need basis
- Remote support for Apple
Team Manager
Transcom
09.2021 - 10.2022
- Company Overview: Remote support for Apple
- Directs, administers and controls the day to day operations and activities of facilities and programs in an assigned area
- Provides leadership, support and guidance to facility management
- Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care
- Participates in the implementation of divisional and company initiatives and strategies
- Manages the staffing through the appropriate hiring, firing, and disciplinary actions in collaboration with HR
- Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development
- Ensures all employees receive the appropriate training and education, including ongoing compliance training
- Remote support for Apple
T2 Technical Support
Transcom
02.2021 - 09.2021
- Company Overview: Remote support for Apple
- Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
- Comfortably navigate multiple applications to research solutions
- Multitask in systems while patiently providing step-by-step instructions
- Calmly provide conflict resolution and navigate frustrated customer situations
- Work independently with discipline and motivation to succeed in a virtual environment
- Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
- Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment
- Take over calls from T1 advisors
- Submit tickets to engineering
- Remote support for Apple
Quickbooks | Advisor 2, Customer Service
Concentrix
10.2019 - 02.2021
- Company Overview: Remote customer service support
- Confer with clients by telephone in order to provide information about company products and services
- Create and keep track of client contact records regarding client interactions and transactions, recording details of inquiries, concerns, and comments, as well as actions taken
- Resolve client's services and/or billing concerns using client records and accounting systems
- Track and follow up on all customer concerns to ensure an appropriate resolution
- Respond to clients in a timely manner to address all questions, concerns, service requests, and product inquiries
- Use a multi-line system to answer phones
- Assist vendors, clients, potential clients, manufacturers, Central Command operators, service technicians, and installation technicians in product information and testing
- Remote customer service support
Education
High school diploma -
Virgil Grissom High School
Huntsville, AL05.2013
Skills
- Typing
- Employee evaluation
- Performance management
- Microsoft Excel
- Microsoft Word
- Strong communication skills
- Exceptional customer service
- Adaptable to change
- Effective problem solving
Certification
ServSafe, 01/01/19, 01/01/24, Food and beverage safety training and certificate program administered by the U.S. National Restaurant Association. The program is accredited by ANSI and the Conference for Food Protection. It is considered a system that aims to prevent foodborne illnesses based on a set of guidelines to improve safety and hygiene in the food preparation process.
Timeline
Mortgage Loan Advisor
LoanCare
12.2023 - Current
T2 Team Manager
Transcom
10.2022 - Current
Team Manager
Transcom
09.2021 - 10.2022
T2 Technical Support
Transcom
02.2021 - 09.2021
Quickbooks | Advisor 2, Customer Service
Concentrix
10.2019 - 02.2021
High school diploma -
Virgil Grissom High School
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