Evelyn Washington
Atlanta,GA
Summary
Savvy Onboarding Specialist with proven track record of success in facilitating onboarding process and implementing strategies. Knowledgeable about client implementation and procedures with good understanding of legal and compliance requirements. Approachable and committed to setting up new clients for success while providing exceptional customer service.
Overview
13
13
years of professional experience
Work History
Onboarding Specialist
Progress Learning
Atlanta
10.2020 - Current
- Worked closely with new client accounts with ACVs averaging more than $30,000 by answering questions and addressing various concerns during onboarding process.
- Utilized Salesforce's process automation tools to manage new client profiles, cases, and opportunities to improve implementation and customer success.
- Executed kick off calls and provided regular check-ins to increase customer retention.
- Generated and analyzed reports to monitor client engagement and attrition trends for successful renewal.
- Researched and identified solutions to technical problems.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative
Allstate Insurance Co
Porter Ranch, CA
06.2018 - 04.2020
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted available products and services to customers during service, account management, and order calls.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Utilized CRM software to manage client relationships.
- Obtained underwriting approval by completing application for coverage.
Skip Tracer
Jefferson Capital Systems LLC
Denver, CO
02.2017 - 06.2018
- Worked closely with repossession agents to coordinate activities.
- Obtained and analyzed information on suspects to solve cases, identify criminal activity or organize supporting documentation for court cases.
- Uploaded evidence into case management system each day.
- Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
- Proactively monitored accounts and addressed various issues.
Customer Advocate
Speedy Cash
Denver, CO
10.2014 - 11.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Assessed loan portfolios for compliance with underwriting policies.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
Sales Manager
Payless ShoeSource Inc.
Denver, CO
06.2011 - 10.2014
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Reduced operational risks while organizing data to forecast performance trends.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Answered questions about store policies and addressed customer concerns.
Education
Associate of Arts -
Metropolitan State University of Denver
Denver, CO05.2015
Skills
- Onboarding New Clients
- Client Performance Management System
- Customer Experience
- Performance Improvement
- Client Correspondence
- Customer Inquiries
- Best Practices and Standards
- Training Development and Execution
- Client Orientation
Timeline
Onboarding Specialist
Progress Learning
10.2020 - Current
Customer Service Representative
Allstate Insurance Co
06.2018 - 04.2020
Skip Tracer
Jefferson Capital Systems LLC
02.2017 - 06.2018
Customer Advocate
Speedy Cash
10.2014 - 11.2017
Sales Manager
Payless ShoeSource Inc.
06.2011 - 10.2014
Associate of Arts -
Metropolitan State University of Denver