Gina Krause
Modesto,CA
Summary
Professional with strong background in customer service, adept at leading and supporting teams to achieve goals. Skilled in problem-solving, communication, and conflict resolution, with flexible approach to dynamic environments. Reliable and results-driven, fostering collaborative atmosphere to consistently meet and exceed expectations.
Overview
26
26
years of professional experience
Work History
Lead Customer Service Representative
LoanDepot
07.2024 - Current
- Primarily focused on servicing our Veteran customers.
- Answer phones in a high call volume center, 40-70 calls per day, accurately documenting while meeting goals set.
- Promote superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Train, oversee, and mentor new team members to strengthen performance and job expertise.
- Engage clients over phone to answer questions and address complaints.
- Establish positive relationships with clients through regular follow-ups and personalized service.
- Collaborate with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
Customer Service Agent -Remote
loanDepot
01.2022 - 07.2024
- Responsible for providing excellent customer service to current loanDepot customers.
- Answer phone calls, 40-85 per day, and assist with customer inquiries, requests and any issues.
- Process customer payments, assist with website navigation and registration.
- Build report with customers in order to understand their needs.
- Handle large call volume, while maintaining excellent note taking to loan file.
- Research answers to customer questions when needed, and provide support to Manager when asked.
- Consistent top performer in customer satisfaction, proficient in MSP, CMS, all Microsoft platforms and Agent Portal software.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
Purchase Sales Assistant
loanDepot
03.2021 - 01.2022
- Responsible for supporting Loan Officers, Sales Manager and Sales Manager Assistant by examining, evaluating and procuring documents on customer loan files in order to get loans to fund.
- Customer contact throughout the loan process
- Work with processing to clear conditions in order to move loans to final approval.
- Assisted with uploading documents, trouble shooting technical difficulties and finding solutions that were customer focused.
- Maintained a high level of customer service with every customer to ensure positive experience throughout the process.
- Worked with a pipeline of 100-200 loans, focusing with urgency to ensure loans moved to processing within the set deadline.
Sales Associate
Specialty Retail Ventures LLC/Go! Calendars
11.2020 - 01.2021
- Responsible for assisting customers, organizing, stocking and merchandising.
- Focused on driving sales through upselling and promoting the product of the week.
- 2nd key person when manager was not on schedule.
Owner
Double Focus Photography
09.2018 - 01.2021
- Manage day to day operating duties.
- Responsible for scheduling, photographing and sales.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Interacted well with customers to build connections and nurture relationships.
District Manager
Lifetouch Portrait Studios
07.2012 - 08.2018
- Oversaw 23 Portrait Studio locations in 3 states.
- Lead a team 27 Studio and Assistant Studio Managers and over 150+ employees.
- Managed 7 Million+ in sales, focused on profit and loss, and meeting sales goals.
- Responsible for employee retention, hiring and training, and leadership development.
- Drive profitable growth through executing an excellent customer experience, sales and new customer growth.
- Trained employees, and partnered with 2 Field Trainers to drive photography, customer service and sales.
- Built relationships with Host Store Managers and drove profits through cultivating excellent communication and partnership.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Managed budget development process for the district, allocating resources effectively to drive growth while remaining fiscally responsible.
50/50 Field Trainer
Lifetouch Portrait Studios
09.2001 - 08.2012
- Responsible for driving profitable growth through training photography, customer service and sales process.
- Partnered with District Manager to identify opportunity studios and created and executed a plan for immediate improvement.
- Managed a studio of my own, and required to maintain top 50% results.
- Maintained up-to-date knowledge of industry trends, incorporating new techniques in order to increase client growth and profitability.
- Customer experience focused, in order to maintain clientele and increase session growth.
- Ensuring excellent customer service throughout the experience.
Studio Manager
Lifetouch Portrait Studios
07.1999 - 09.2001
- Responsible for the results in 1 camera room studio.
- Grow customer base through outside promoting and excellent customer service.
- Maintain staffing levels, train new hires and deliver excellent photography.
- Dual managed studios when necessary and assisted District Manager with operational training in various locations.
- Coordinated daily studio operations, including scheduling, staff management and customer service.
Education
Some College (No Degree) - English Major
Butte Junior College
Oroville, CADiploma - General Education
Thomas Downey High School
Modesto, CASkills
- Leadership
- Superior Customer Service Skills
- Teamwork and Collaboration
- Excellent Communication Skills, Written and Verbal
- Time Management
- Self-Motivated
- Ability to Work Under Pressure
- Adaptability
- Creative
- Computer Literate and Internet Savvy
- Experience with Microsoft Word, Outlook, Power Point, Excel, MSP and CMS
- Customer complaint resolution
Timeline
Lead Customer Service Representative
LoanDepot
07.2024 - Current
Customer Service Agent -Remote
loanDepot
01.2022 - 07.2024
Purchase Sales Assistant
loanDepot
03.2021 - 01.2022
Sales Associate
Specialty Retail Ventures LLC/Go! Calendars
11.2020 - 01.2021
Owner
Double Focus Photography
09.2018 - 01.2021
District Manager
Lifetouch Portrait Studios
07.2012 - 08.2018
50/50 Field Trainer
Lifetouch Portrait Studios
09.2001 - 08.2012
Studio Manager
Lifetouch Portrait Studios
07.1999 - 09.2001
Some College (No Degree) - English Major
Butte Junior College
Diploma - General Education
Thomas Downey High School
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