Jenn Liebnitz-Sanders

· Regulatory Compliance (CFPB, BBB, UDAAP, FDIC, FCRA, FDCPA)

· Technical Associate Onboarding & Customer Liaison

· Consumer Complaint Management

· Risk & Root Cause Analysis

· Workforce Planning & Forecasting (NICE IEX, CMS)

· Operations & Team Leadership (700+ staff, 5 supervisors)

· Cross-Functional Communication & Process Improvement

Project Management & SLA Compliance
Customer-Facing Communication
Salesforce / SQL / Reporting Dashboards
AWS Cloud Practitioner, Advanced SQL, and Python (planned)

·- Manage 10+ concurrent regulatory complaint investigations (CFPB, BBB, FDIC, AG) under strict SLA regulatory deadlines.

- Act as the primary technical and customer-facing contact during investigations, gathering requirements and guiding resolution.

- Coordinate with cross-functional teams to resolve complex issues while maintaining 100% SLA adherence.

- Draft regulatory and consumer response letters, translating technical and legal findings into clear, actionable communication.

- Utilize Salesforce (CIMS), SQL queries, and multiple investigative tools to track case status, identify trends, and improve processes.

· Identify fraud, privacy, and identity theft trends; submit appropriate risk and coaching referrals.

· Log and monitor UDAAP, FCRA, FDCPA, and Fair Lending Act violations.

· Investigate client partnership pre-funding violations for medical clients, while maintaining HIPPA compliance.

· Use systems such as Salesforce (CIMS), DDA, E-Oscar, First Track, First Disputes, Equifax, Experian, TransUnion, WinSQL, Docuware and Nautilus.

- Directed SLA performance for 700+ associates, adjusting staffing plans in real time to meet service commitments.

- Managed multiple concurrent onboarding-style implementations of new staffing processes.

- Forecasted staffing needs, developed contingency plans, and optimized schedules to maintain SLA compliance.

· Created SharePoint-based reporting dashboards to reduce report prep time by 50%.

· Partnered with HR and operations to align resources with business needs.

· Corporate round table SME

·Reduced hour schedule project manager assisting in expense reduction by over $70K in off peak season
- Partnered with HR, Operations, and Compliance to align resources with changing priorities.

· Led a team of 12 associates; coached performance, handled escalations, and tracked KPIs.

· Oversaw Tier I–III complaint escalation resolution and call quality (NICE reviews).

· Administered policy for LOA, STD, and terminations; enforced compliance protocols.
- Coached and mentored associates on SLA awareness, customer communication, and process best practices.
- Led onboarding-style training for new hires and managed operational readiness for volume spikes.

· Created two company-wide sales processes: “Late Fee Negotiation” and “Question the No.”

· Top-ranked performer in Account Assure Sales (top 10 for 5 years).

· Trained new hires and collaborated across departments to resolve complex client issues.

·Managed customer inquiries and provided timely resolutions to enhance satisfaction.

• Inbound and Outbound Customer Service Agent
• Provided shipping quotes for LT Truckloads and Services
• Trained and mentored peers on operational efficiency
• Assisted new hires in training
• Contacted Destination and Origin Terminals in order to track current location of freight.
• Provided freight class information to first time customers and explained completed instructions in order to ensure freight was shipped correctly.
• Organized invoices regarding accounts receivable and took care of current outstanding balances.
• Used programs, as well as email, in order to stay in contact directly with customers who needed further confirmation
• Provided additional insurance quotes for companies who wished to add insurance to more fragile products.
• Transferred customers to designated departments for TL and international freight.
• Assessed customer needs and promoted company products and services.
• Led training sessions to promote sales team professional development and sales goal reinforcement.
• Provided primary customer support to internal and external customers servicing over 100 calls per day.
• Leveraged sales expertise to promote products and capitalized on sales opportunities.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Cultivated customer loyalty, promoted repeat customers and improved sales.

• Traveled state to state with a team, as well as individually to public locations explaining each petition.
• Petitions circulated were: Affirmative Action, Eminent Domain I & II, as well as a petition to increase the gambling tax and make 100% of the profit go towards public education.
• Helped drive signature goals and achieve monthly quotas.
• Strategically helped petitioners to maintain weekly goals and validity targets.
• Reviewed initiatives with new canvassers and conducted new hire orientation
• Communicated clear expectations and goals to each team member.
• Recognized and rewarded outstanding work performance to cultivate positive environments and collaborative customer service culture.
• Educated my team of 8-12 canvassers about each petition as it came in to incite excitement about company’s mission and values: as well as benefits of each initiative.
• Drove sales goals and bonus structures within my team to ensure high performance achievement and bonus pay-outs for each canvasser.
• Interacted with and educated voters of different areas to promote each campaign.
• Presented and discussed petitions to obtain signatures for key initiatives.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Distributed pamphlets and other informational literature on each campaign to promote awareness and understanding of initiatives.