Deshanna Glenn
Madison,AL
Summary
Knowledgeable and dedicated professional leader with extensive experience in finance/customer service 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
10
10
years of professional experience
1
1
Certification
Work History
Loan Processor/Membership Services Associate
Fort Bragg Federal Credit Union
12.2021 - 06.2023
- Processes all transactions, loan payments, share deposits, share withdrawals, and account transfers, send bank to bank wires and commercial money orders as requested
- Open new accounts, verify information, process loan applications, reset passwords, approve deposit capture e-Deposits
- Audit random accounts, answer calls for on-line applications
- Ensure all documents were prepared and finalized in compliance with regulatory policies and procedures.
- Helped members navigate systems, pay for services and resolve different concerns.
- Assisted prospective and established members in person or by telephone.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Supervisor
Navy Exchange Service
02.2018 - 11.2020
- Evaluates proposed staff actions and business practices to assist in implanting plans & program decisions
- Provide exceptional service to customers from diverse backgrounds, while solving issues to meet various customer needs, build brand loyalty, and increase revenue
- Personally responsible for training, awards, promotions, and performance evaluations of over 15-30 employees
- Evaluates all aspects of organization operations, including distribution of work, staffing levels, process flow, skill requirements, and allocation, etc
- Implement consistent floor plan changes through effective revenue-generating merchandise presentations that enhance product appeal; increased profit by 20% Year-over-year (YOY).
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Patient Access Representative
UCHealth University-Memorial Hospital
08.2015 - 06.2016
- Greeted patients, and verified and entered patient information, eligibility, and demographic data into patient management system
- Informed patients, family members, physician, and other medical providers of network insurance coverage issues that impacted coverage reduction
- Advised patients of co-payments and associated deductibles owed and collected payments from patients
- Partnered with nursing staff and physicians to support compassionate, timely, and accurate patient care
- Conducts inventories of supplies and initiates procurement to maintain adequate stock levels
- Ensures that all procedures are followed in initiating procurement actions and that funds have been certified as available and that required approvals have been obtained and documented.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Supervisor
Army & Air Force Exchange Service
01.2013 - 06.2015
- Handle day-to-day operations of customer service department, assisted store manager, establish, and maintain effective communication channels with customers
- Hired, trained, and managed high-performing employees responsible for delivering outstanding customer service while promoting repeat business and brand loyalty
- Coordinated retail store department operations
- Directed business activities for inventory control, advertising, merchandise displays, and quality assurance
- Resolved customer complaints fairly and accurately with a focus on exceptional customer service delivery
- Responded to difficult situations and made decisions under pressure, and accurately documented business- related paperwork according to company policies and procedures
- Ensure employees schedules, store schedules and objectives were met.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Education
Master of Business Administration -
Walden University
Minneapolis, MN2023
Bachelor of Science - Health Science
Arizona State University
Tempe, AZ2020
Associate of Science -
Pikes Peak Community College
Colorado Springs, CO2014
Skills
- Microsoft Office, SharePoint, Excel
- Telephone Etiquette
- Product and Service Knowledge
- Sales and Upselling
- Customer Account Management
- Time Management
- Managing Multiple Tasks
- Relationship building and management
- Banking
Certification
NMLS#2395389
Navy Exchange NexSteps Program – Designed to promote rising stars from supervisor to manager positions.
Timeline
Loan Processor/Membership Services Associate
Fort Bragg Federal Credit Union
12.2021 - 06.2023
Supervisor
Navy Exchange Service
02.2018 - 11.2020
Patient Access Representative
UCHealth University-Memorial Hospital
08.2015 - 06.2016
Supervisor
Army & Air Force Exchange Service
01.2013 - 06.2015
Master of Business Administration -
Walden University
Bachelor of Science - Health Science
Arizona State University
Associate of Science -
Pikes Peak Community College
Similar Profiles
JENNIFER TIMMONSJENNIFER TIMMONS
Assistant Manager at Fort Liberty Federal Credit UnionAssistant Manager at Fort Liberty Federal Credit Union
Jason McPheeJason McPhee
Assistant Vice President (AVP) of Strategic Partnerships and University Relations at Aggieland Credit Union | Greater Texas Federal Credit UnionAssistant Vice President (AVP) of Strategic Partnerships and University Relations at Aggieland Credit Union | Greater Texas Federal Credit Union
Alexandria SanchezAlexandria Sanchez
Loan Funder/Loan Processor at Credit Human Federal Credit UnionLoan Funder/Loan Processor at Credit Human Federal Credit Union
Jovonne S. BakerJovonne S. Baker
Client Advisor at TradebankClient Advisor at Tradebank
Paige CockrumPaige Cockrum
Registered Nurse at Huntsville HospitalRegistered Nurse at Huntsville Hospital