Lovely Amankwa
CALIMESA,CA
Summary
Integrity-driven, customer-focused, and results-oriented sales professional with extensive experience in consumer relationship management and delivering high-quality service in fast-paced environments. Skilled in identifying client needs, strengthening relationships, and providing strategic solutions that improve the customer experience. Known for leveraging analytical problem-solving to drive sales growth, boost customer satisfaction, and exceed performance expectations. Eager to bring a consultative approach and strong work ethic to a team-focused organization where results and service excellence matter.
Overview
21
21
years of professional experience
Work History
Member Service Representative II
Alta Vista Credit Union
11.2022 - Current
- Delivered exceptional member service by addressing inquiries and resolving issues efficiently.
- Educated members on financial products, enhancing understanding and engagement with services offered.
- Processed account transactions accurately, ensuring compliance with credit union policies and regulations.
- Collaborated with team members to streamline operational workflows, improving service delivery speed.
- Mentored new staff on best practices for member interactions and system navigation.
- Led initiatives to enhance member satisfaction through feedback analysis and process improvements.
- Process loan disbursement; prepare and assemble loan (consumer, auto, RV/Marine, etc) documents in a timely manner.
- Prepare and assembles DMV paperwork and forward completed package to DMV department in a timely manner.
- Executed wire transfers, stop payments and account transfers.
- Analyzed member needs to recommend tailored financial solutions, driving member loyalty and retention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Managed and funded loans $100k+
- Managed account a with balances of $300k+ and managed over $1 million total
Member Service Representative II
SchoolsFirst Federal Credit Union
06.2021 - 11.2022
- Processes transactions in general areas of savings, loans, and auxiliary credit union services
- Delivers World Class face to face service to Members requesting account assistance
- Processes new memberships, additional share accounts, savings services, consumer loan requests and general consumer loan fundings as requested by Members
- Provides consultative services to Members regarding credit union products and services by assessing Member's needs, addressing their concerns, and gaining agreement
- Completes documentation for accounts and loans according to credit union procedures
- Performs various file maintenance including processing requests for change of address, check orders, and ordering ATM cards, etc.
- Maintains cash and negotiables
- May take on vault custodian duties as assigned
- Performs research on accounts, identifies, and corrects Member account problems
- Helped large volume of 60 or more customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting accounts, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
Customer Experience Team Lead
Tesla
03.2018 - 03.2019
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Lead scheduled test drives, with minimum of 10-15 appointments daily
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Trained new personnel regarding company operations, policies and services.
- Surpassed sales goals through implementation of effective marketing strategies.
Senior Account Representative
ARS National Services
05.2012 - 12.2014
- Negotiation Skills
- Consistently Exceeded Goals
- 211k Total Recovery
- Collect payments on past due bills
- Call customers using telephone
- Utilize computer systems to handle skip tracing and to document conversations
- Inform customers of overdue accounts and amount currently owed
- Attempt to collect payment
- Ensure all customer information is correct, including phone numbers and addresses
- Listen to customer's story and determine if debt can be collected
- Set up repayment plans and updated terms
- Record new commitment to repay debt
- Purge records if debt has been satisfied, send back to client so items can update credit report
- Follow federal and state laws dealing with debt collection
- Purge records from deceased people.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Processed client payments and updated accounts.
- Resurrected and monetized dormant leads to build book of business and increase revenues.
Office Administrator/Senior Mortgage Loan Processor
Imperial Funding and Realty
01.2005 - 01.2010
- Loan Funding Calculations
- Reviewed and Certified Loan Packets
- Balanced Monthly Disbursements
- Directed 5 staff team
- Managed daily office activities
- Closed on ~100 loans valued at $37.5M with less than 1% foreclosure rate
- Worked closely with title companies and other regulatory agencies, ensuring rapid processing.
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Provided quick turnaround times to maintain fast-past schedule.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Handled any conditions sent from underwriting departments.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Trained all new employees on administrative procedures, company policies and performance standards.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Assisted upper management by coordinating travel plans, coordinating special event and taking meeting minutes.
Education
Some College (No Degree) - Business Administration And Management
Diablo Valley College
Pleasant Hill, CASkills
- SKILLS AND TALENTS-
- Excellent organizational and Communication skills
- Strong Microsoft Office, Word, Excel and Power Point
- Great Multi-tasking Skills; Superior telephone Etiquette
- Strong 10-key; Type 40 wpm
- Salesforce
- Quick Learner, Self-Motivated
- Customer Focused
- Loan Application Processing
- Symitar
- MeridianLink
- Multichannel communication
- Customer relationship management (CRM)
- De-escalation techniques
- Cross-Selling / Consultative Sales
- Risk Tolerance Assessment
Timeline
Member Service Representative II
Alta Vista Credit Union
11.2022 - Current
Member Service Representative II
SchoolsFirst Federal Credit Union
06.2021 - 11.2022
Customer Experience Team Lead
Tesla
03.2018 - 03.2019
Senior Account Representative
ARS National Services
05.2012 - 12.2014
Office Administrator/Senior Mortgage Loan Processor
Imperial Funding and Realty
01.2005 - 01.2010
Some College (No Degree) - Business Administration And Management
Diablo Valley College