Hi, I’m
Janelle Ioane
Herriman,UT
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Driven Loan Officer with track record in mortgage and home lending product sales. Demonstrating strong interpersonal skills and exceptional service throughout sales process.
Overview
10
years of professional experience
Work History
Mountain America Credit Union
Loan Officer
04.2023 - 07.2024
Job overview
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Submitted loan applications to underwriter for verification and recommendations.
- Developed strong relationships with customers through high levels of customer service.
Discover Card
Fraud Prevention Specialist
01.2022 - 06.2022
Job overview
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
Progressive Leasing
Customer Service Representative, Merchant Support
09.2020 - 07.2021
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Travel Pass Group
Customer Service Escalation Specialist
07.2018 - 09.2020
Job overview
- Strengthened relationships between key departments involved in issue resolution by fostering open communication and collaboration.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
Cascata
Blending Tech/Supurvisor
11.2017 - 07.2018
Job overview
- Maintained accurate inventory records to guarantee sufficient stock levels and prevent delays in production.
- Reduced waste by closely monitoring raw materials usage and adjusting blending ratios accordingly.
Intermountain Healthcare
Patient Care Technician
11.2014 - 11.2017
Job overview
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
Education
Lone Peak High SchoolAlpine
High School Diploma
06.2014
Skills
- Database Management
- Documentation Review
- Relationship building and management
- Financial Advising
- Sales expertise
- Credit analysis
- Customer service-focused
- Consumer Lending
- Financial Services
- Cash Handling
- Banking
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Complaint Handling
Timeline
Loan Officer
Mountain America Credit Union
04.2023 - 07.2024
Fraud Prevention Specialist
Discover Card
01.2022 - 06.2022
Customer Service Representative, Merchant Support
Progressive Leasing
09.2020 - 07.2021
Customer Service Escalation Specialist
Travel Pass Group
07.2018 - 09.2020
Blending Tech/Supurvisor
Cascata
11.2017 - 07.2018
Patient Care Technician
Intermountain Healthcare
11.2014 - 11.2017
Lone Peak High School
High School Diploma