KIERRA Pease
Sicklerville,NJ
Summary
Experienced professional with over a decade of expertise in customer service, financial services, and operations. Skilled in managing executive-level relationships, resolving complex customer issues, and implementing operational enhancements. Proven ability to collaborate across functions and deliver results in fast-paced environments. Possesses a business oriented mindset, exceptional research and analytical capabilities, and proficiency in conflict resolution and troubleshooting. Brings 10 years of hands on experience in interpersonal relations and business operations.
Overview
10
10
years of professional experience
Work History
Customer Advocate
Subaru of America
02.2023 - Current
- Generated higher customer loyalty by consistently meeting or exceeding service level agreements and performance metrics with an average monthly case resolution of 68.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with team members to ensure consistent high quality service delivery across the organization.
- Elevated levels of employee engagement by introducing new training opportunities and resources for professional development.
- Increased overall efficiency by streamlining workflows within the customer advocate team.
- Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
- Served as a liaison between clients and internal departments to facilitate seamless coordination of efforts towards meeting client objectives.
Customer Advocate Representative
Freedom Mortgage
10.2019 - 11.2022
- Acted as liaison between borrowers, underwriters, and advisors to process mortgage applications and meet lending standards
- Delivered timely updates to stakeholders and ensured files met compliance requirements for FHA, VA, and conventional loans
- Managed 40+ loan files simultaneously, closing 30+ loans monthly
- Adhered to strict data privacy regulations when managing sensitive customer information in line with local laws governing the handling of personal details.
- Flagged title and legal discrepancies, and recommended appropriate actions to leadership
Caseworker
Pioneer Credit Recovery
04.2018 - 06.2019
- Used advanced tracing strategies to locate individuals with outstanding debts and negotiated payment terms
- Successfully exceeded metrics by $10k or more by closing out cases on a consistent basis
- Handled sensitive data while maintaining accurate documentation and legal compliance
- Assisted in identifying process improvements for better customer repayment outcomes
- Enhanced team productivity through active participation in meetings, sharing ideas for improvement, and fostering a positive work environment built on collaboration and mutual respect.
- Negotiated settlements on outstanding accounts, resulting in increased recovered funds without resorting to litigation or additional costs.
- Ensured compliance with federal and state regulations in all debt collection activities to maintain the company''s reputation and legal standing.
- Maintained accurate records of all collections efforts, providing transparency and aiding in informed decision-making processes.
Account Manager
Discover Financial Services
07.2017 - 02.2018
- Handled 100-200 customer inquiries daily with a focus on account maintenance, dispute resolution, and compliance adherence
- Reviewed account terms, performed account closures, and met monthly quality assurance and service metrics
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Built relationships with customers and community to promote long term business growth.
- Kept detailed records of daily activities through online customer database.
Universal Banker
PNC Financial Services Group
01.2016 - 07.2017
- Delivered tailored financial product solutions and opened new accounts based on customer needs
- Sold products based on need a increasing store kpi by 10%
- Managed vault cash, processed transactions, and helped train new employees
- Supported customers in a consultative manner, driving retention and cross-selling opportunities
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Coordinating in store marketing evens to promote companies financial products.
Education
Some College (No Degree) - Marketing
Montgomery County Community College
Blue Bell, PAHigh School Diploma -
Mount Vernon High School
Mount Vernon, NY06.2007
Skills
- Microsoft office suites
- Market awareness
- Case Management Systems
- AI & Workflow Tools
- Data entry
- Policies and procedures adherence
- Teamwork and collaboration
- Excellent communication
- Call center experience
- Task prioritization
- Product knowledge
- Interpersonal skills
Accomplishments
- Collaborated with team of 12 in the development of various team projects.
- Achieved results by completing task with accuracy and efficiency.
- Achieved metric driven results by effectively helping with implementing smooth work flow through various training strategies.
During my tenure at Subaru of America I was provided the highest achievement award called the gold standard. I was able to show my project management skills by coordinating team projects and facilitating meetings regarding up to date information on best practices and new product development. I also provided updated policies and procedures to the the team. I showed to be a reliable asset to my team and upper management.
Timeline
Customer Advocate
Subaru of America
02.2023 - Current
Customer Advocate Representative
Freedom Mortgage
10.2019 - 11.2022
Caseworker
Pioneer Credit Recovery
04.2018 - 06.2019
Account Manager
Discover Financial Services
07.2017 - 02.2018
Universal Banker
PNC Financial Services Group
01.2016 - 07.2017
Some College (No Degree) - Marketing
Montgomery County Community College
High School Diploma -
Mount Vernon High School
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