Keenesha Bennett
Hurst,TX
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
8
8
years of professional experience
Work History
TIER 2 SPECIALIST
Goldman Sachs
Richardson, TX
03.2023 - 01.2026
- Answering questions about Marcus products via phone while providing website navigation support and assisting with the application process and trouble shooting steps.
- Accessing multiple electronic systems at once and documenting steps taken to efficiently and accurately complete the request
- Participating in projects or process improvements to drive operational excellence
- Completion of ongoing compliance and remedial training as scheduled
- Meet established goals for all performance metrics, including call quality, productivity and schedule adherence to provide an exceptional level of service to prospective and current customers
- Abide by applicable regulatory and departmental policies and procedures
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Mortgage Loan Officer
First State Bank Central Texas
Marlin, TX
01.2019 - 03.2021
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
Personal Banker
Chime
Remote
04.2020 - 01.2021
- Maintained up-to-date knowledge of industry trends and emerging technologies in order to provide informed recommendations for product updates or enhancements.
- Streamlined online banking processes for improved efficiency and user experience.
- Supported clients through complex financial transactions while maintaining strict attention to detail and adherence to regulatory requirements.
- Identified fraudulent activities, mitigating potential losses for the bank and customers.
- Managed sensitive customer data responsibly, adhering to privacy regulations and maintaining trust in the institution.
- Conducted regular audits of online transactions to ensure accuracy and compliance with regulations.
Customer Service Representative
Sprint
Irving, TX
12.2017 - 04.2020
- Built relationships with customers to encourage repeat business.
- Answered customer questions about sizing, accessories, and merchandise care.
- Analyzed sales data to identify trends, informing strategic decisions for inventory management.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Assisted in the development of a user-friendly website experience, improving navigation and overall customer satisfaction.
- Boosted online sales by implementing effective product descriptions and visually appealing listings.
Education
High School Diploma -
Hill College
05-2017
Associate of Arts -
Hill College
05-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Microsoft Excel
- Payment processing
- Client relations
- Scheduling
- Appointment scheduling
- Sales strategy development
- Negotiation and persuasion
- Salesforce
- Payment collection
- Loan product sales
- Application tracking
- Loan management
Timeline
TIER 2 SPECIALIST
Goldman Sachs
03.2023 - 01.2026
Personal Banker
Chime
04.2020 - 01.2021
Mortgage Loan Officer
First State Bank Central Texas
01.2019 - 03.2021
Customer Service Representative
Sprint
12.2017 - 04.2020
High School Diploma -
Hill College
Associate of Arts -
Hill College