Elena Poulimenos
Daytona Beach,FL
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Originations Specialist
SoFi
Jacksonville, FL
07.2024 - Current
- Receiving interactions via chat, phone and email by members regarding various loan products
- Assisting members through the loan application process by helping them navigate the application system in order to complete their personal and student loan applications with the focus on an excellent member experience
- Helping members with questions and helping them gain knowledge and education of our various loan products and services and providing members with personalized options and solutions to ensure member satisfaction
- Communicating and documenting member complaints on behalf of the member with empathy, and care ensuring the member feels heard and understood while following company complaint filing policy in order to comply with regulatory processes
- Collaborating with multiple teams and leadership to help investigate member reported issues to help resolve and negative member negative experiences promptly and efficiently
- Ensure compliance with regulatory standards to protect consumers sensitive information
- Promoted to Student Loan Dedicated Product Specialist (May 2025)
- Promoted to floor support (April 2026) Overseeing 3 chat rooms assisting originations specialists in providing live member support via means of phone or chat for many different loan products to include student loans, personal loans, personal line of credit and at-work products. Guiding multiple agents simultaneously through escalated telephone conversations and assisting in resolving them while avoiding unnecessary transfers to other departments ensuring efficiency within the OMS teams. Recommending actions as needed to help agents solve difficult conversations with high importance on customer satisfaction feedback. Screening CRT workflows by originations agents to ensure proper handling of resources across departments. Delegating between agents and CRT to screen issues at hand to avoid invalid workflow submission and resolving issues by collaboration across OMS teams
Delivery Driver
UBER and Walmart Delivery Driver
01.2021 - 01.2024
Intake Coordinator
EviCore Healthcare
Melbourne, FL
03.2017 - 10.2021
- Handled Inbound calls from physicians, patients and hospitals processing required prior authorizations for medical procedures for various health insurance companies nationwide (Cigna, Aetna and many more)
- Promoted to lead agent 2018
- Promoted to training assistant 2020
- Helped and assisted the trainer in various new hire classes
Telephone Interviewer
Global Marketing Research Services
Melbourne, FL
08.2016 - 03.2017
- Performed political surveys on a telephone automatic dialer regarding various political events
- Submitted political surveys via a software while maintaining required metrics
Education
Bachelor of Science - Health Education and Behavior
University of Florida
Gainesville, FL05.2023
Associate of Art - scientific field
Eastern Florida State College
Melbourne, FL08.2020
Skills
Experience in escalated problem resolution by assisting agents handling first call resolution type incoming requests from members with high importance in customer satisfaction feedback, compliance and speed
Experience in resolving escalated phone conversations ensuring a high member satisfaction rate while adhering to company policy and guidelines
Languages
German
Native or Bilingual
Greek
Native or Bilingual
Timeline
Originations Specialist
SoFi
07.2024 - Current
Delivery Driver
UBER and Walmart Delivery Driver
01.2021 - 01.2024
Intake Coordinator
EviCore Healthcare
03.2017 - 10.2021
Telephone Interviewer
Global Marketing Research Services
08.2016 - 03.2017
Bachelor of Science - Health Education and Behavior
University of Florida
Associate of Art - scientific field
Eastern Florida State College