Denise Chatman
Summary
Knowledgeable and dedicated customer service professional with extensive experience in finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Consumer Loan Processor
Lafayette Federal Credit Union
01.2007 - Current
- Enhanced loan processing efficiency by streamlining documentation and application procedures.
- Reduced loan processing time with effective communication between departments and clients.
- Improved customer satisfaction by providing timely updates on loan applications and addressing concerns promptly.
- Maintained accuracy in data entry, ensuring error-free loan applications for faster approvals.
- Managed a high volume of loan applications, prioritizing tasks efficiently to meet deadlines consistently.
- Developed strong relationships with clients, fostering trust and loyalty to retain business longterm.
- Provided training to new team members, ensuring consistent quality in loan processing across the department.
- Identified opportunities for cross-selling additional financial products, increasing revenue for the organization.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
Call Center Specialist
Lafayette Federal Credit Union
11.2005 - 01.2007
- Answered customer telephone calls promptly to avoid on hold-wait times
- Streamlined call center operations for increased productivity by implementing effective communication strategies.
- Mentored new hires on best practices and call center protocols, contributing to their successful integration into the team.
- Cultivated customer loyalty promoted repeat business and improved membership
- Adhered to company policies and scripts to consistently achieve calls time and quality standards.
- Answered customer inquires in a timely and professional manner resolving 95% of customer issues on the first call.
- Processed customers financial transactions using multiple forms of communicative platforms (phone, email, post mail, fax, and online services.
- Documents and records of members' financial requests were tracked.
- Customer complaints were handled and appropriate solutions were supplied within time constraints. Followed up with customers or members to guarantee resolution.
- Established long-term ties with team members and management.
- Build sustainable relationship with team members and management.
- Used a variety of software programs and equipment to perform automated office tasks (Microsoft Word, Word Perfect, Excel, Kodak Image Link Advance Film Controller, and Fujitsu Duplex Scan).
Reading Tutor
Friendship Public Charter Schools, District Of Columbia
01.2001 - 10.2005
- Worked with ten-grade students on reading comprehension.
- Taught reading comprehension and writing tactics to improve reading and writing skills.
- Conducted assessments to determine comprehensive understanding of materials.
- Provided positive feedback often to encourage continued reading success.
- Tracked learning progress to optimize tutoring methods and help students achieve goals.
- Created a professional and welcoming environment by respecting students, diverse cultural and language skills.
- Used active listening strategies to allow student to determine content and pace tutoring.
- Recognized and respect different learning styles and student preferences.
- Boosted student confidence in reading abilities by providing consistent support and encouragement.
Bank Teller
Department Of Justice Credit Union
03.2001 - 06.2001
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
- Offer professional development to new employees.
- Logged cashier's checks and other transactions to maintain accurate account records.
Education
No Degree - Office Assistant Skills Certificate
Washington School For Secretaries
Washington, DC1987
Cosmetology License -
Calvinade Beauty Academy
Washington, DC1987
High School Diploma -
Paul Laurence Dunbar High School
Washington, DC06.1982
Skills
- Loan Processing Expertise
- Strong Analytical Skills
- Interpersonal Skills
- Conflict Resolution Techniques
- Data Entry
- Customer Service
- Quality Assurance
- Learning Techniques
- Customer Relationship Management (CRM)
- Word Processing
- Document Control
- Time Management
Timeline
Consumer Loan Processor
Lafayette Federal Credit Union
01.2007 - Current
Call Center Specialist
Lafayette Federal Credit Union
11.2005 - 01.2007
Bank Teller
Department Of Justice Credit Union
03.2001 - 06.2001
Reading Tutor
Friendship Public Charter Schools, District Of Columbia
01.2001 - 10.2005
No Degree - Office Assistant Skills Certificate
Washington School For Secretaries
Cosmetology License -
Calvinade Beauty Academy
High School Diploma -
Paul Laurence Dunbar High School
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