Jann Horsley
Chandler,AZ
Summary
Innovative Training and Development Manager known for productive and efficient task completion. Bring specialized skills in adult learning principles, instructional design, and technology integration to enhance training programs. Excel in communication, leadership, and strategic planning to drive organizational learning and development initiatives forward. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Client Engagement Team Lead
Valon Mortgage
, AZ
05.2024 - Current
- Created team-wide communication processes, ensuring all members had access to the same information in a timely manner.
- Assisted in Development and implemented a comprehensive onboarding program for new team members.
- Guided team members on performance issues, providing feedback when necessary.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved conflicts between team members while maintaining a positive work environment.
Resolution Senior Agent
Valon Mortgage
Phoenix, AZ
04.2022 - 05.2024
- Assisted in the training of new agents and guided junior staff.
- Developed customer service processes and procedures for the team to follow.
- Delivered excellent service via emails and chat efforts, meeting established minimum targets.
- Facilitated instructional courses to elevate agent proficiency
- Responded promptly to customer service emails and inquiries from diverse groups of individuals.
- Maintained a high level of professionalism when interacting with customers via phone, email, or chat.
- Contributed ideas for process improvements that would help improve efficiency and reduce costs.
- Analyzed customer feedback data to identify areas of improvement in customer service strategies.
- Resolved escalated customer complaints by providing solutions that were satisfactory to both parties involved.
Private Label Customer Service Agent
Cenlar FSB
Tempe, AZ
11.2019 - 03.2022
- Resolved customer and financial advisor requests quickly and efficiently.
- Developed strong customer relationships to encourage repeat business.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Attended training sessions regularly to stay current on new products or services.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collaborated with other departments such as HELOC and Escrow to resolve customer issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Skills
- Brand Awareness
- Client Engagement
- Relationship Management
- Regulatory Compliance
- Promotional support
- Communication Skills
- Problem-solving aptitude
- Organizational Skills
- Written Communication
- Customer service excellence
- Effective Communication
Accomplishments
- Top 5 Manager in USA Periwinkle Award Chico's FSA
- Sales Leader for Bare Escentuals National Artistry at Beverly Hills Hotel event
- District Training Coordinator and Store Manager for Ann Taylor Stores CA region
- District Visual Trainer and Training Coordinator for WHBM
- Artistry and Training Coordinator for high volume locations (CA) for Bare Escentuals
- Top increase in sales and conversion in multiple retail locations throughout my career
Timeline
Client Engagement Team Lead
Valon Mortgage
05.2024 - Current
Resolution Senior Agent
Valon Mortgage
04.2022 - 05.2024
Private Label Customer Service Agent
Cenlar FSB
11.2019 - 03.2022