Gaelle Singer
Margate,FL
Summary
Results-driven and highly qualified professional with a proven track record of exceeding clients expectations. Notably recognized for providing outstanding customer service , increasing efficiency , productivity, and revenue. Skilled in analytical thinking and leading collaborative task-oriented process to increase overall performance and customer satisfaction through strategic practices.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Retirement Specialist
FIS Global
03.2023 - 04.2024
- Assisted customers with accounts inquiries through telephone and emails
- Guaranteed positive customer experiences and resolved all customer complaints
- Performed contribution allocations for plans using new comparability and other cross-tested features
- Analyzed and provided resolution for plans that are failing coverage and non discrimination requirements
- Prepared government forms such as form 5500, related schedules, 5500-SF 5330,8955-SSA with rare need for review
- Performed correction under IRS SCP and programs
- Conducted quality assurance on work prepared by others
- Managed large inbound and outbound calls in a timely manner
- Leading team meetings , asking questions to better understand the calls representatives are receiving , educating and coach workers regarding processes and practices .
- Mentored new employees on procedures and policies to maximize team performance , handled disputes leading to reduction in complaint and increase in customer satisfactions rates 75%
- Assisted other management team members in identifying trends and establishing call center goals.
- Processed withdrawal , hardship withdrawal , loans and rollover for customers.
Banker/Personal Financial Specialist
Georgia's Own Credit Union
11.2019 - 03.2023
- Assisted customers with making payments or establishing payments plans to bring accounts current.
- Maintained knowledge of current promotions , exchange guidelines , payments policies and security practices.
- Supported sales team members to drive growth and development.
- Prepared customer loan packages according to bank gathering and reviewing the necessary documentation and information within designated time frames.
- Communicated with customers , lenders etc to respond inquiries , resolve problems and obtain all documentation required to complete the file . Provides other administrative support to the departments as required.
- Exceeded established service goals with leveraging customer service , sales and employee management best practices.
- Used proven technique to de-escalate angry customers during telephone interactions.
- Sold GAP insurance, Warranty , Member protection plus
- Reviewed documents such as income, tax returns , financial statements and additional documents to support credit decisions.
- Managed application pipelines , built rapport with customers to achieve mutual goals.
- Collected deposits or payments and arranged for billing.
- Processed Personal, Auto, Home Equity loan, Credit cards.
- Ordered and reviewed document to underwrite such as dealers contracts(BOS) and other documentations.
- Analyzed consumer credit reports for consumer lending applications to evaluate risk and make appropriate credit decision.
- Verified completeness and accuracy of credit applications and communicated credit decision with customers.
- Opened Personal and Business accounts for customers.
Account Associate
State Farm
05.2017 - 11.2019
- Accepted payments , making changes to the accounts , explain coverages.
- Established customer relationships and follow up with customers as needed.
- Identified customer needs , market appropriate products and services.
- Developed leads , worked existing leads , schedule appointments .
- Educated customers about insurance options.
- Maximized client retention by maintaining open lines of communications and addressing concerns promptly.
- Conducted regular account reviews , identifying opportunities for improvement and implementing necessary changes.
- Filed claims for customers , called customers to collect balances.
- Assisted customers with their questions , payments and concerns.
- Effectively communicated complex financial concepts to clients , ensuring their understanding of account performance and strategy
Education
High School Diploma -
Stamford High School
Stamford, CT06-2014
Skills
- MS Office Proficiency
- Leadership
- Planning Skills
- Management Skills
- Customer Service
- Report Creation
- Attention to detail
- Teamwork
- Time Management
- Communication
- Problem Solving
- De-escalation techniques
- CRM Software
- POS System and ordering platform
- Zendesk
- Critical thinking
- Written and Oral Communications
- Online Chat
- Financials
- Multitasking abilities
- Adaptability and Flexibility
- CRM Systems
- Issue Resolution
Certification
- NMLS
- Notary
Languages
Haitian Creole
Native/ Bilingual
Timeline
Retirement Specialist
FIS Global
03.2023 - 04.2024
Banker/Personal Financial Specialist
Georgia's Own Credit Union
11.2019 - 03.2023
Account Associate
State Farm
05.2017 - 11.2019
High School Diploma -
Stamford High School
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