Karissa Hartenstein
Synchrony Financial Inc
Canton
10
years of professional experience
Dynamic Senior Specialist at Synchrony Financial Inc, skilled in coaching and mentoring while excelling in troubleshooting techniques. Proven track record of enhancing team performance through effective data analysis and attention to detail, consistently meeting departmental metrics and resolving complex issues efficiently.
Work History
Senior Specialist
3 Years 6 Months- Completed workflows submitted by agents for settlement offer letters and escalated call back requests to customers.
- Review reports to ensure accounts are coded for SIF/PIF or defaulted accordingly.
- Answer questions in team's chats and assist on accounts when agents need help.
- Sending coaching forms when errors are found on accounts.
- Assisted in 1 on 1 monthly coaching's for agents.
- Helped to present upskills and process updates in meetings.
IRU Collector
2 Years 4 Months- Experience multitasking between RMS_NG, DM-10, FD, Vision+, Sharepoint, and Speedpday to service accounts
- Floor walking to support DM conversion – Helping to trouble shoot various concerns with the scenarios and application
- Developing helpful job aids for peers to complete their tasks more efficiently.
- TechMOD – Assisting with development and distribution of self-help tips for agents to reset passwords or use their programs available.
- Frequently assisting peers with trouble shooting in our chat for our applications, issues with links, and helpful tips on our day to day programs.
CAM Rotation
5 Months- Processed inbound escalations from frontline representatives to answer questions and assisted with quick hit trouble shooting for various system issues.
- Multitasking between Workstation, Edat, FD and workflows to assist customers with their payment plans and settlements.
- Strong interpersonal skills from building a rapport with customers to de-escalating concerns and resolving their issues in a single call when possible.
- Knowledgeable on the continuous changes and updates to our policies and procedures to assist representatives on their question calls.
Precharge Collector
3 Years 10 Months- Processed inbound and outbound collection calls for early stage collections.
- PAL - Worked with new hires, troubleshooting system issues and problem-solving errors in the applications. Assisted in office as well as with new work at home representatives in their onboarding process.
- Interview Trained
- Work at Home Pilot - Assisted in the success of work at home. Had extensive experience in working with PCM to trouble shoot our system issues as we learned the process.
- Firsthand experience setting up our initial work at home equipment without assistance as well as Gold Standard 1 and 2.
- 360 collections - multitasking between Workstation, FD and multiple customer accounts to resolve their outstanding debt.
- Consistently meeting or exceeding departmental metrics.
Education
Bachelor of Arts - Music
High School Diploma
Skills
Coaching and mentoring
Troubleshooting techniques
Time management
Data analysis
Attention to detail
Problem-solving abilities
Timeline
Senior Specialist
Synchrony Financial Inc
02.2023 - CurrentRead More
IRU Collector
Synchrony Financial Inc
10.2020 - 02.2023Read More
CAM Rotation
Synchrony Financial Inc
04.2020 - 09.2020Read More
Precharge Collector
Synchrony Financial Inc
06.2016 - 04.2020Read More
Washington And Jefferson College
Bachelor of Arts from Music
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Canton South High School
High School Diploma
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