JODIE CHAPMAN-SAUNDERS

Role eliminated in 2022 company restructure.
• Improved client relationships by utilizing problem analysis skills to facilitate expeditious resolutions which raised customer satisfaction rates and reduced backlog.
• Developed standardized CX SOP playbook that through use effectively raised client retention rate 18% after inception.
• Streamlined reporting and automated messaging processes resulting in job fulfillment rates consistently meeting or exceeding 85%.
• Investigated and resolved escalated payroll, service, fulfillment and delivery concerns through reporting tool analytics and assessing environmental/geographic factors, resulting in increased historical worker retention rates between 10-25% MoM.

• Used Agile techniques to increase productivity resulting in reducing ticket volume more than 80% in seven days.
• Managed team of 6 CSR/ BDR's US and offshore, providing coaching, mentoring and professional development as needed by observing behaviors, monitoring output and driving accountability for team and company goals.
• Led out on a multi-faceted delivery performance initiative, and created a One Stop Shop by engineering a multi focused reporting tool that highlighted systemic issues utilizing root cause keyword analysis, logging daily fill, attendance and shift retention rates in one central location.

• Managed team of 20 + employees and 1 team coach, overseeing initial hiring, scheduling, onboarding, training, and professional growth of employees.
• Advisor/Team Lead during Payments Global cohort expansion to Germany, UK, Australia & Canada providing compliance, design and VOC feedback to facilitate platform growth and stability. As a dynamic team, 2020 Q2 resulted in onboarding 255,000 global sellers and payments processing for 42,000 of those sellers for $4.7 billion in GMV.
• Compiled and reviewed performance data KPI / NPS / CSAT / VOC to identify trends, monitor and measure productivity, goal progress and activity levels, resulting in team meeting or exceeding KPI goals MoM, increasing CSAT by 20%.
• Work collaboratively with Service Design and Product operations to provide feedback on Customer Platform satisfaction, and suggested improvements to database to boost market penetration while enhancing engagement and driving growth.
• Monitored department schedules to maximize coverage during peak hours, liaised with WFM to facilitate VTO, PTO requests and consolidate peak holiday scheduling.

• Lead team of 20 front office customer service representatives.
• Quality analysis of agent calls, chats, and emails with customers; provide feedback on strengths, opportunities, and regulatory compliance.
• Utilized historic performance stats and observations to create monthly tailored Action Plans for agents, targeting specific opportunities to improve and optimize performance and meet departmental goals.
• Reviewed problematic, one-off customer service issues to drive continuous improvement initiatives i.e., SOP's, Policy and Procedural Knowledge base.

• Documented and detailed calls and complaints using call center's CRM database.
• Helped average of 50-60 customers every day by approaching conversations with positive attitude and focus on customer satisfaction, in a busy, fast-paced global call center.
• Contributed to company achieving and holding industry-leading customer service ratings.
• Promoted, structured and provided business advice customized to best meet defined sales targets of customers/target audience.

• Managed 45+ incoming calls each day with utmost professionalism and knowledgeable service
• Provided quality service to customers via phone in account activation, maintenance, billing, problem solving, modification, enhancement and, de-activation.
• Answered billing questions, educating customers in billing, installation procedures and payments.
• Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services to meet defined sales objectives/goals.

• Handled receipt, storage, identification and delivery of Sensitive information documents (PII) and packages for Government agencies, Banking institutions, Law firms, Court reporting agencies, Escrow and title companies.
• Collection, handling, transportation and shipment of Bio hazardous materials for hospitals and medical facilities.
• Communicated route progress, noting traffic and construction issues to avoid delays for critical deliveries.
• Developed strong interpersonal and communication skills from interacting professionally with all stakeholders including dispatchers, upper management and peers.

• Responsible for growing Business and Consumer Lending portfolios, and funding Consumer Home loans.
• Helped increase Branch revenue by 8-10% through solid proofs of viability to customers needs.
• Originated, reviewed, processed, administered, recommended and closed customer loan proposals.
• Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches per government guidelines.
• Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
• Submitted loan applications to loan underwriter for verification and recommendation.
• Successfully closed average of 20 loans per month.

• Created innovative financial solutions to meet customer needs and provide competitive edge by liaising with large portfolio of High Value Clients, establishing referral networks to funds administrators, focusing on maximizing portfolio revenue of investors averaging <$50 mil.
• Increased daily sales by on average 5% by promoting and upselling viable investment products and financial service solutions by conducting detailed financial reviews.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
• Networked to increase client base and encourage existing clients to expand financial portfolios.