Michelle Michalow
Buffalo
Summary
Results-driven Complaint Resolution Specialist known for strong analytical skills and customer service excellence. Committed to driving regulatory compliance and enhancing customer satisfaction through effective communication and resolution strategies.
Overview
14
14
years of professional experience
Work History
Complaint ResolutionSpecialist
Bank of America
Elma
04.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Analyzed account discrepancies to provide accurate resolutions for clients.
- Updated knowledge of banking policies and regulations to ensure compliance during resolution processes.
- Assisted customers with inquiries and complaints, achieving timely resolutions to enhance customer satisfaction.
- Ensured compliance with applicable laws and regulations during the resolution process.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
Customer Relations Manager
Bank of America, NA
Elma
04.2014 - 04.2023
- Managed customer inquiries across multiple channels, ensuring timely resolution and enhancing customer satisfaction.
- Collaborated with cross-functional teams to efficiently resolve complex customer issues, improving overall service quality.
- Developed and implemented solution-based strategies for customers, addressing pending account issues and fostering long-term relationships.
Mortgage Modifications
Bank of America
West Seneca
10.2011 - 04.2014
- Assessed customer needs quickly to facilitate timely mortgage modification solutions.
- Reviewed and organized paperwork to ensure accurate submission of mortgage modification documents for approval.
- Executed daily tasks with accuracy and efficiency to support mortgage modification processes.
Education
Master of Science - Cybersecurity
Utica College
Utica, NY05-2016
MBA in Economic Crime
Utica College
Utica, NY05-2014
Skills
- Case management
- Customer relationship management
- Risk assessment
- Regulatory compliance
- Account analysis
- Data interpretation
- Process improvement
- Problem solving
- Effective communication
Timeline
Complaint ResolutionSpecialist
Bank of America
04.2023 - Current
Customer Relations Manager
Bank of America, NA
04.2014 - 04.2023
Mortgage Modifications
Bank of America
10.2011 - 04.2014
Master of Science - Cybersecurity
Utica College
MBA in Economic Crime
Utica College