Summary
Overview
Work History
Education
Skills
References
Timeline
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Deirdre Johnson

Houston,TX

Summary

Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

16
16
years of professional experience

Work History

Member Service Representative

Houston Federal Credit Union
Houston, TX
01.2022 - 01.2024
  • Assisted over 200 members daily with account inquiries, processed transactions efficiently, and resolved issues, leading to a 95% customer satisfaction rating
  • Enhanced member satisfaction by 25% through the implementation of a new feedback system, addressing member concerns promptly, account troubleshooting and improving service protocols
  • Managed and resolved an average of 75 member inquiries per day, enhancing customer satisfaction scores by 20% through the use of a newly implemented CRM system and improving first-call resolution rates
  • Enhanced member satisfaction by 25% through timely resolution of inquiries and issues, utilizing CRM software to track and manage member interactions effectively
  • Provided exceptional member support by resolving 95% of inquiries on the first call, leveraging CRM software to track and manage customer interactions, thereby enhancing overall member satisfaction and retention rates
  • Handled an average of 150 member inquiries daily, achieving a 95% satisfaction rate by resolving issues efficiently and providing clear, actionable information using CRM software tools.
  • Attended training sessions regularly to stay abreast of changes in company policies or procedures.

Chase Auto Direct (CAD)

JP Morgan Chase
Houston, TX
01.2016 - 01.2020
  • Adhered to daily risk management protocols and regulatory requirements
  • Coordinate the closing of auto loans, providing prompt funding authorization to bankers
  • Assist in managing daily operations and handling administrative duties to support supervisors and maintain department efficiency
  • Ensure full compliance with all relevant banking regulations to mitigate risks
  • Handle applications for refinances, dealer purchases, and lease buyouts efficiently
  • Support credit underwriters in clearing stipulations and setting up funding for approved applications
  • Arrange closings for dealer purchases, lease buyouts, and refinancing to ensure smooth transactions.

Collections Specialist III

JP Morgan Chase
Houston, TX
01.2008 - 01.2016
  • Contact and locate customers utilizing the telephone, mail, and skip tracing tools
  • Collect on 59-59-day delinquent auto loan accounts in an assigned queue of 179 accounts, successfully meeting goal of 80% or greater within monthly cycle
  • Research and understand customer transactions using various customer account platforms to determine a resolution for the customer.
  • Monitored accounts in various stages of delinquency for potential legal action; referred cases as required according to established policies.
  • Developed relationships with debtors to encourage timely payments while providing excellent customer service.

Education

ROSS SHAW STERLING
Houston, Texas
05.1985

Microsoft

Skills

  • Customer Service
  • Strong interpersonal, verbal, and written communication skills
  • Maintains effective relationships with colleagues
  • Detail Oriented
  • Document Drafting
  • Suitable for fast-paced and high-pressured environments
  • Ability to represent a company with professionalism and confidence
  • Strong analytical and problem-solving skills
  • Technical skills relevant to computer software
  • Data Entry
  • Document Control
  • Filing
  • Clerical Support
  • Database Management
  • Punctual

References

References available upon request.

Timeline

Member Service Representative

Houston Federal Credit Union
01.2022 - 01.2024

Chase Auto Direct (CAD)

JP Morgan Chase
01.2016 - 01.2020

Collections Specialist III

JP Morgan Chase
01.2008 - 01.2016

ROSS SHAW STERLING

Microsoft
Deirdre Johnson