Melanie Ray
Clinton,UT
Summary
Specialist on Earnest's Client Happiness team. Successful at managing high workloads in fast-paced environments. Organized, multi-tasker, driven and adaptable with excellent planning and problem solving abilities. Offering 3+ years of Earnest experience and a willingness to take on any challenge.
Overview
7
7
years of professional experience
Work History
Client Happiness Specialist
Earnest
Salt Lake City, United States
07.2021 - Current
- Acts with high level of integrity, confidentiality, and professionalism.
- Builds solid working relationship with peers, leaders, and other key stakeholders across business.
- Work in collaborating and partnering environments while leveraging cross-functional teams and stakeholders
- Recognize discrepancies and provide solutions for unique and complex problems. Promptly addressing solutions to better Earnest experience for all.
- Ability to manage multiple tasks while appropriately prioritizing workload. Communicate deadlines and complete projects on time
- Empathetic and true advocate for clients both internally and externally by being self-aware and exercising emotional intelligence and solution-oriented mindset
- Actively listens to find root of problem to assist with de-escalating clients or teammates
- Ability to analyze situations and give appropriate answers and provide workable solutions
Client Happiness
Earnest
Salt Lake City, UT
12.2018 - 07.2021
- Delivered exceptional level of service to each client by listening to concerns and answering questions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support team.
- Offered friendly and efficient service to all customers, handling challenging situations with ease.
- Built out training and structure for Client Happiness escalation team.
- Worked with partnerships team to support new partners and serve as liaison for client with Client Happiness team.
- Multi-tasked between Student Loan Refinancing and Private Student Loans on both origination and servicing.
- Displayed consistently positive attitude towards clients, peers, and other teams at Earnest.
Marketing and Account Manager
Farm Bureau Financial Services
North Ogden, Utah
03.2015 - 12.2018
- Built and maintain key relationships and referral funnels with external partners. Assuring both partners and the clients they refer to us have a great experience working with our team
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Increased brand awareness and enhanced business development by building and maintaining relationships with key accounts
- Analyze sales volume, retention and loss ratio trends to identify areas for improvement
- Prepared monthly marketing reports, collecting and summarizing sales data, creating strategies for future
Creative Director & Stylist
Phazes Salon & Day Spa
5 2005 - 4 2015
- Recommend and promoted product and services to meet client requests.
- Developed excellent long term client relationships.
- Coordinated ongoing education activities quarterly, promotional signage and campaigns for monthly specials.
Loan Officer
Mountain America Credit Union
Layton, Utah
8 1998 - 5 2001
- Assessed customers financial status, finding products and services best suited to meet their goals.
- Setup and processed new accounts, loan applications, money market savings and well as various account services.
- Recommended loan approvals and denials based on loan application reviews.
- Maintained friendly and professional customer interactions.
Education
Utah Property And Casualty License
03.2015
Cosmetology
Fran Brown School of Cosmetology
Layton, UT03.2005
Skills
- Excellent verbal and written communication
- Creative Problem Solving
- Time Management
- Building Customer Trust and Loyalty
- Establishing and Maintaining Customer Relationships
- Inter-Department Collaboration
- De-escalation Techniques
- Customer Account Management
Timeline
Client Happiness Specialist
Earnest
07.2021 - Current
Client Happiness
Earnest
12.2018 - 07.2021
Marketing and Account Manager
Farm Bureau Financial Services
03.2015 - 12.2018
Creative Director & Stylist
Phazes Salon & Day Spa
5 2005 - 4 2015
Loan Officer
Mountain America Credit Union
8 1998 - 5 2001
Utah Property And Casualty License
Cosmetology
Fran Brown School of Cosmetology