Kimberly Wright Stutzman

• Proficient in multiple computer programs related to banking and investigation. Such as Microsoft programs, banking programs and other websites to access information.
• Utilizing SEE conversation guide to keep the conversation flowing.
• Exemplary work ethic, meeting or exceeding metrics and goals set for my career.
• Provide documentation on new trends uncovered.
• Strong multitasking skills from managing multiple programs, cases and speaking to members at the same time.
• Researching to uncover the unusual activity happening so we can secure the accounts before more harm is done.
• Managed extreme high-stress situations effectively, maintaining professionalism under pressure while de-escalating and providing resolution and resources to members.
• Use of comedic multimedia that is related to business themes that are taking place within the department, aiding in building rapport with my new team. Earning reactions with emojis or 'meme coins' totaling 692 reactions/impressions
• Resolved customer complaints by building rapport, using empathy, and active listening resulting in increased loyalty and trust with the client making sure they understand the resolution.
• Routinely achieve first call resolution by asking questions, uncovering information and using the information as needed for the fraud investigation.
• Create weekly fraud and banking news recaps for team insight, supporting awareness with evolving trends and upcoming process changes, as well as real time updates.
• Train with new hires and interested peers that want a look into fraud when requested.

• Utilizing SERVE to make sure the members are taken care of and they have any products they have been looking into.
• Accept payment from customers, also make change as necessary.
• Fostered a positive team environment by mentoring peers, enhancing morale and promoting collaboration within Labs.
• Proficient in multiple computer programs related to Credit Cards.
• Vast knowledge of the credit cards and the policies followed.
• Exemplary work ethic and self-motivation to exceed expectations.

• Reviewed a total of 35-90 loans a month, varying depending on the market.
• Supported loan servicing inquiries, including payment processing, due date changes, and payoff quotes.
• Maintained compliance with CFPB guidelines and company policy.
• Recognized for my quickness and thoroughness when a “rushed” loan came through.
• Facilitated communication between title companies and law offices for seamless loan processing.
• Ensured document accuracy and readiness for funding, enhancing operational efficiency.
• Conducted thorough reviews of signed closing documents to finish the loan process.
• Executed meticulous updates of loan files, ensuring all documentation was accurate and current within a tight time frame to meet deadlines.
• Ordered wires and provided final funding approval.

• Taking care of customers wants and make recommendations based on their facial structure and example photos

Identifying underlying conditions that caused issues in day-to-day activities

• Graduated from the assistant program within six months, while others took up to 12 months.
• Recommending products and teaching customers how to use the products
• Meeting all goals from sales to services and becoming a specialized stylist faster than my peers.
• Redken, loreal, and Aveda trained- helped train others on upcoming Veda products and how to market them within weeks.
• Developed and oversaw social media account, creating content for the company to showcase the products, stylist and client transformations.
• Taking initiative when others wouldn’t redo the customer hair, which resolved customer dissatisfaction with their look and built client book..

• Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
• Processed customer transactions promptly, minimizing wait times.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.