Hailey Koch
Spokane,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to retain clientele.
Overview
8
8
years of professional experience
Work History
Retention Specialist
Bank of America
Spokane, WA
09.2022 - Current
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Developed strategies to improve customer experience and increase loyalty.
- Analyzed customer data to identify trends that could be used to reduce churn rate.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Explained new products and services to customers.
- Performed customer negotiations to reach fair conclusion for both business and customer.
Compliance Specialist
Wheatland Bank
Spokane, WA
08.2020 - 09.2022
- Reviewed and updated existing compliance policies and procedures.
- Conducted periodic internal audits to ensure compliance with applicable regulations.
- Developed and implemented training programs for employees on new or revised laws, regulations, and company policies.
- Researched industry trends to stay informed about current best practices in the field of compliance.
- Prepared monthly reports on progress made towards meeting organizational goals around compliance matters.
- Maintained compliance frameworks, policies and documentation to support audits.
Payee
Skilskin
Spokane, WA
06.2019 - 09.2020
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained a client case load of 200 clients.
- Created budgets and pay schedules to fit each clients individual needs.
Client Support Specialist
Bank of America Merchant Services/ First Data
Liberty Lake, WA
08.2016 - 03.2019
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Maintained customer accounts and updated account information as needed.
- Handled multiple chat sessions simultaneously while providing excellent support to clients.
- Ensured that all customer inquiries were responded to promptly and accurately.
Education
Associate of Science - Education
Spokane Falls Community College
Spokane, WA06-2014
Skills
- Cross-Functional Communication
- Performance Evaluation
- Documentation abilities
- Customer Relations
- Data review
- Customer Retention Strategies
- Financial Analysis
- Analytical and Critical Thinking
- Attention to Detail
- Documentation and Recordkeeping
- Organizational Skills
- Excellent Communication
Timeline
Retention Specialist
Bank of America
09.2022 - Current
Compliance Specialist
Wheatland Bank
08.2020 - 09.2022
Payee
Skilskin
06.2019 - 09.2020
Client Support Specialist
Bank of America Merchant Services/ First Data
08.2016 - 03.2019
Associate of Science - Education
Spokane Falls Community College
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