Misty Gula
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
24
24
years of professional experience
Work History
Personal Lines Fire – Policy Transaction
State Farm
01.2023 - Current
- I meet and exceed productivity goals ranging 92.1% currently only after a year in this role
- Team Fun Committee member - I work to drive team goals and boost morale within our department while meeting expectations with high availability
- Demonstrate respect, friendliness and willingness to help wherever needed.
- Willingness to be on the phone and passion to learn as well as deliver quality to our members
- Advised as a technical and procedural resource to assist in resolving policy/policyholder concerns
- Partner with Underwriters to service Agency and Agency Leadership concerns and/or manages business partners inquiries via email
- Help by performing a variety of service and support functions
- Ambassador of the State Farm BRG H.O.P.E
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Regional Administrative Assistant
State of Illinois
01.2022 - 01.2023
- Data analysis region – Collected information over LaSalle, Putnam, and Marshall County to submit factual data about the need for Early Childhood Care
- In-depth community marketing and public speaking to strengthen community relationships/awareness
- Member of the Ottawa Chamber of Commerce to be well informed and engaged with local events and businesses
- Drafted professional correspondence on behalf of regional management team, ensuring consistent messaging across business communications.
- Function as point of contact for the public and State officials
- Supported regional managers in their day-to-day operations, leading to smoother communication and coordination between offices.
- Maintained accurate records of departmental budgets, assisting with financial reporting and expense tracking.
- Assisted in the planning and execution of company events, contributing to successful team building experiences for staff members.
Indirect Lending Underwriter/Customer Service Call Center Supervisor
KCT Credit Union
01.2017 - 01.2022
- Special program manager to perform debt checkups and assist in a better way of life for members
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- NADA – Vehicle value reporting
- Community consulting to sell, repair, and arrange transportation of autos
- Mentored junior underwriters, providing guidance on best practices and improving overall team performance.
- Negotiation to assist members in getting the best value out of their auto purchase
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Made underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Minimized company liability by adhering strictly to state and federal regulations during all aspects of the repossession process.
- Built strong relationships with clients through consistent communication about account status updates and progress reports on recoveries made.
- Collaborated closely with skip tracing specialists to locate hard-to-find debtors, resulting in higher recovery rates over time.
Collections Specialist - Underwriter
Streator Onized Credit Union
01.2001 - 01.2017
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Trained new team members on scripts, company services, and collection strategies.
- Passion and empathy to diffuse situations
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Foreclosure and Online marketing for autos repossessed
- Loan counseling to strengthen customer relationships
- Extensive People skills which allowed me to participate live on the radio for the credit union and to speak in radio ads
- Vendor marketing where I would travel to keep strong relationships with dealerships as well local businesses like garages, tow agencies, and body shops
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched billing errors and discrepancies to initiate corrective action.
Education
Bachelor of Science - Business Management
Judson University
Elgin, IL03-2021
Skills
- Policy transactions
- Risk assessment
- Independent work
- Fast-paced environment
- Mentoring
- Teamwork and collaboration
- Friendly, positive attitude
- Loan underwriting
- Problem-solving
Timeline
Personal Lines Fire – Policy Transaction
State Farm
01.2023 - Current
Regional Administrative Assistant
State of Illinois
01.2022 - 01.2023
Indirect Lending Underwriter/Customer Service Call Center Supervisor
KCT Credit Union
01.2017 - 01.2022
Collections Specialist - Underwriter
Streator Onized Credit Union
01.2001 - 01.2017
Bachelor of Science - Business Management
Judson University
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