Kristen Walkup

• Supported branch bankers in transaction processing to uphold operational standards and enhance service quality.
• Exceeded and maintained performance metrics established by management.
• Implemented onboarding strategies to enhance new hires' understanding of operational procedures for bankers.

• Audited and rectified credit card accounts across multiple portfolios managed by Synchrony Bank.
• Addressed customer concerns promptly to enhance satisfaction and loyalty.
• Documented and communicated all issues related to client accounts.
• Participated in weekly coaching sessions with management to enhance performance standards.

Executed benefit verification processes for various pharmacy benefit managers to determine patient eligibility for co-pay assistance.

• Analyzed billing information for Spectrum accounts in response to customer inquiries.
• Facilitated package modifications to enhance product offerings.

• Enhanced customer retention strategies and resolved billing inquiries for Sprint clients.
• Achieved recognition as top team agent for exceptional retention skills within first month of employment.

• Analyzed customer feedback and implemented process improvements to enhance satisfaction levels.
• Implemented procedure exceptions to effectively address unique customer requests.
• Executed customer service call script with precision and efficiency within designated timeframes.
• Ensured continuous accuracy and accessibility of records.
• Collaborated with upper management to implement strategic changes enhancing customer satisfaction.
• Directed inbound calls within phone queues to enhance call flow efficiency.