Danna Gregory
Otsego,Mi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Customer Care Representative
Farmers Insurance Company
08.2023 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped 30-40 calls from customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
BSM
Advia Credit Union
11.2021 - 07.2023
- Member service, daily functions of the branch, branch audits, coaching team of 10 on referrals
- Review reporting and analyze data to provide insight to the team and management
- Collaborate with other managers throughout the organization to address needs and improvements
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Cultivated interpersonal skills by building positive relationships with others.
- Identified issues, analyzed information and provided solutions to problems.
- New employee onboarding, Cross-functional collaboration, recruiting potential prospects
- Handled oversight, interviewing and documentation of employees.
Client Associate
Merrill Lynch
05.2019 - 11.2021
- Assist with day-to-day management of 10.5 million client base, operational support for the branch, client satisfaction.
- Facilitated new client onboarding process and investment account setup.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Assisted brokers and advisors with servicing clients by preparing financial plans, conducting investment research and completing trades and transactions.
- Prepared forms such as receipts, withdrawal orders or transfer confirmations based on transaction requests from stockholders.
Retail Risk Adminstrator
Fifth Third Bank
06.2005 - 05.2019
- Customer Engagement Champion for the West Michigan Region
- Produced and filed reports to inform senior management of current activities and progress with investigations.
- Devised new systems and specific processes to handle ongoing monitoring needs for potential risks.
- Skilled at working independently and collaboratively in a team environment.
- Work on developing strategies to promote customer engagement
- New employee onboarding, Cross-functional collaboration, recruiting potential prospects
- Develop process improvement and policy changes
- Mentored and trained a team of 15- 20 branch managers and teams.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
Customer Operations Manager
Standard Federal
07.1998 - 06.2005
- Branch customer service and coaching a team of 12 team on referrals.
- Branch operations specialist reviewing and processing the branch audits.
- Collaborating with new builders and prospective customers.
- New employee onboarding, Cross-functional collaboration, recruiting potential prospects.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
Bachelor of Science - Business Administration And Management
Davenport University
Kalamazoo, MI08.2011
Skills
- Payment Processing
- Microsoft Excel Expertise
- Documentation and Reporting
- Customer Relationship Management
- Problem Resolution
- Multitasking
- Decision Making
- Active Listening
- Interpersonal Skills
- Salesforce CRM
- Continuous Improvement
- Attention to Detail
Timeline
Customer Care Representative
Farmers Insurance Company
08.2023 - Current
BSM
Advia Credit Union
11.2021 - 07.2023
Client Associate
Merrill Lynch
05.2019 - 11.2021
Retail Risk Adminstrator
Fifth Third Bank
06.2005 - 05.2019
Customer Operations Manager
Standard Federal
07.1998 - 06.2005
Bachelor of Science - Business Administration And Management
Davenport University