Diane Hampton
Summary
Service-oriented and focused on delivering exceptional customer experiences to drive consistent revenue growth. Hardworking and reliable with strengths in listening and communicating. Personable and dedicated service with extensive experience in the Financial Service Industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Personable and dedicated Customer Service Representative with extensive experience in the Financial Service Industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Strong work ethic, adaptability and exceptional interpersonal skills. Able to work effectively unsupervised.
Overview
19
19
years of professional experience
Work History
MSR II
Navy Federal Credit Union
Augusta, GA
08.2021 - 05.2023
- Analyze, research and resolve problems and discrepancies related to member accounts/loans
Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications
Educate current and prospective members about Navy Federal's products and services.
Ensure cash and other negotiable instruments are handled properly.
Identify opportunities to cross service products and increase product penetration. - Understand and comply with federal and other regulations relating to financial products and services.
- Developed positive customer relationships through friendly greeting and excellent service.
- Rotated through series of different stations based on team needs.
- Built and maintained working relationships with peers and upper management.
- Improved knowledge and productivity through continuous education and learning from senior team leaders.
- Participated in and contributed to meetings by sharing concerns and ideas for improvements.
- Addressed customer needs, responding to specific requests.
Center Manager
Check Into Cash
N Augusta, SC
10.2019 - 02.2021
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Evaluated building condition, workflow and service quality to keep operations in compliance with requirements.
- Assessed, optimized and elevated operations to target current and expected demands.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Kept facility clean, safe and well-organized to maximize productivity and provide professional impression to all patrons.
- Identified client business and operational needs and introduced services to provide solutions.
- Achieved increase in sales revenue
- Formed and sustained strategic relationships with clients.
- Trained, managed and motivated employees to promote professional skill development.
- Managed scheduling for employees to optimize productivity.
- Built and maintained loyal, long-term customer relationships through effective account management.
Assistant Manager
CitifiersCitifi/OneMain Financial
Aberdeen, NC
09.2004 - 04.2017
- Supported sales management initiatives to optimize business development.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Collaborated with manager to develop strategies for achieving sales and profit goals.
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
- Reviewed loan agreements to confirm completeness and accuracy.
- Recommended loan approvals and denials based on customer loan application reviews.
- Approved loan within specified limits or referred to appropriate approval level.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
Education
BA of Theology -
Lighthouse College
Beebe, AR05.2014
Skills
- Staff leadership
- Regulatory standards
- Account management
- Coaching and mentoring
- Profit and loss accountability
- Sound judgment
- Microsoft Windows and Office
- Teamwork and Collaboration
- Attention to Detail
- Multitasking and Prioritization
- Resolving Problems and Incidents
- Customer Service
- Verbal and Written Communication
- Tracking and Documentation
- Issue and Resolution Tracking
- Customer Support Needs Assessment
Timeline
MSR II
Navy Federal Credit Union
08.2021 - 05.2023
Center Manager
Check Into Cash
10.2019 - 02.2021
Assistant Manager
CitifiersCitifi/OneMain Financial
09.2004 - 04.2017
BA of Theology -
Lighthouse College