Kelsea Johnson
Jacksonville
Summary
Proven Originations Specialist at SoFi, adept in customer service and consumer lending, excelled in enhancing customer satisfaction and consistently exceeded QA expectations. Leveraged goal-oriented approach and document review skills to support team members and improve service delivery. Achieved notable success in lending escalations, demonstrating a strong ability to adapt and implement new strategies.
Overview
7
7
years of professional experience
Work History
Originations Specialist
SoFi
07.2024 - Current
- Responded to customer requests for products, services, and company information.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Support/Shadowing for other team members
- Responded to customer requests for products, services, and company information.
- Lending Escalations project
- Learned and Adapted to updates with products and resources successfully
- Consistently hit an exceeds expectation with QA showing my strength in retaining and implementing resources
- Frontline SLR agent handling calls from members involved in the migration to SoFi Servicing
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
Professional NFL Cheerleader
Jacksonville Jaguars LLC.
05.2023 - Current
- Attended all practices on time with positive demeanor and willingness to work hard.
- Volunteered to participate in various charitable events attracting members of public for various Jacksonville Jaguars programs.
- Participated in youth camps and clinics and offered insight and assistance with improving skills.
- Adapted quickly to changing game plans and strategies.
- Optimized nutrition, training regimens and lifestyle choices to keep fitness at optimal levels.
- Helped new team members acclimate to procedures, collaborate with fellow athletes and enhance competitive performances.
- Practiced with team on schedule and trained alone to enhance athletic abilities and contributions to team success.
- Maintained nutritious diet and solid exercise regimen to meet strict physical standards for games and events.
Substitute Teacher
San Jose Preparatory High School
04.2024 - 06.2024
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Supervised lunchroom and recess activities.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Equipment Finance Relationship Specialist
First Citizens Bank
10.2023 - 04.2024
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Maintained statistical database of customers using Pega for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Cross-trained and backed up other customer service managers.
- Promptly responded to inquiries and requests from prospective customers.
Rock Wall Attendant
FAMU Recreational Center
11.2017 - 12.2021
- Cleaned harnesses and shoes to reduce spread of germs and bacteria.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Latched safety gate after guests entered and exited to avoid unauthorized access to attraction area.
Education
Some College - Biology
Florida Agricultural And Mechanical University
Tallahassee, FL12-2021
Skills
- Goal oriented
- Document review
- Customer service-focused
- Consumer lending
- Loan application management
- Data entry
Timeline
Originations Specialist
SoFi
07.2024 - Current
Substitute Teacher
San Jose Preparatory High School
04.2024 - 06.2024
Equipment Finance Relationship Specialist
First Citizens Bank
10.2023 - 04.2024
Professional NFL Cheerleader
Jacksonville Jaguars LLC.
05.2023 - Current
Rock Wall Attendant
FAMU Recreational Center
11.2017 - 12.2021
Some College - Biology
Florida Agricultural And Mechanical University
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