Johnae Gipson
Torrance,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Card Services Representative
Golden One Credit Union
Sacramento, CA
09.2021 - Current
- Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
- Review debit card fraud claims
- Issue provisional credit to member
- Process stop payments
- Completed and processed write-off and close-out packages to ascertain accuracy of entries and credits.
SBA Application Processor
SmartBiz Loans
San Francisco, CA
01.2021 - 06.2021
- Correspond with applicants regarding application and pending documents
- Added documents to file records and created new records to support filing needs.
- Updated and maintained application reports and files.
- Supported audit projects by performing research and providing supporting documentation.
- Checked loan applications and supporting documentation for completeness and accuracy.
Customer Service Representative
Amerifed Doc Prep
La Habra, CA
11.2019 - 09.2020
- Investigated and resolved customer inquiries and complaints quickly via phone and email
- Answered constant flow of customer calls with minimal wait times.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Laid off due to COVID-19
Processing Manager
Student Debt Advocates
Los Angeles, CA
07.2018 - 09.2019
- Created production schedules to effectively fulfill production plans and meet process goals.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Created solutions to processing malfunctions within production process to meet rigorous quality standards.
- Promoted safe working practices to maintain compliance with established policies and procedures.
- Handle escalated calls, approve refunds, save deals
Billing Manager
Wheelhouse Ventures LLC
Torrance, CA
01.2017 - 06.2017
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
- Reviewed billing problems, researched issues and resolved concerns.
- Worked with customers to develop payment plans and bring accounts current.
- Trained and mentored staff on procedures, compliance requirements and collections techniques.
Jr. Processor
A1 Doc Prep
Los Angeles, CA
07.2016 - 01.2017
- Reviewed and validated details of loan applications and closing documentation.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
Processor
DocuHelp Express
Los Angeles, CA
04.2015 - 05.2016
- Entered data into computer tracking system and filed paperwork according to procedures.
- Received and reviewed incoming documents and materials.
- Researched and resolved discrepancies to maintain accuracy.
- Provided quick turnaround times to maintain fast-past schedule.
Education
Associate of Business Administration - Business Administration
Los Angeles City College
Los Angeles, CA05.2016
Skills
- Technical Proficiency
- Employee Training Oversight
- Prioritizing and Planning
- Managing Operations and Efficiency
- Staff Meetings
- Customer Satisfaction
- Customer Retention Strategies
- Outbound Calls
- Sales Presentation
Certification
Sexual Harassment Certificate
September 2021 to Present
Timeline
Card Services Representative
Golden One Credit Union
09.2021 - Current
SBA Application Processor
SmartBiz Loans
01.2021 - 06.2021
Customer Service Representative
Amerifed Doc Prep
11.2019 - 09.2020
Processing Manager
Student Debt Advocates
07.2018 - 09.2019
Billing Manager
Wheelhouse Ventures LLC
01.2017 - 06.2017
Jr. Processor
A1 Doc Prep
07.2016 - 01.2017
Processor
DocuHelp Express
04.2015 - 05.2016
Associate of Business Administration - Business Administration
Los Angeles City College
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