Nancy Holland
Milwaukee,WI
Summary
Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.
Overview
15
15
years of professional experience
Work History
Customer Experience Specialist
U.S Bank
03.2023 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Client Care Specialist III
JP Morgan Chase
01.2022 - 11.2022
- Processed high volume mortgage applications
- Supervised 9-12 employees
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
- Demonstrated empathy towards clients' situations while maintaining professional boundaries and adhering to company policies.
- Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
- Conducted & coached to call calibrations
Client Care Specialist II
JP Morgan Chase
06.2011 - 12.2021
- Successfully processed 50-75 first mortgage applications monthly.
- Responsible for gathering, verifying & processing all required documentation in a timely manner.
- Responsible for credit review, analysis and underwriting
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
- Consistently surpassed department metrics in booked units, contact strategy & monthly customer satisfaction survey
- Took part in cross-departmental task oriented calibration projects.
Client Relations Representative
JP Morgan Chase
06.2010 - 05.2011
- Averaged 1200-1300 answered calls per month
- Provided support to external & internal Home Equity Loans/Lines customers
- Provided timely responses to client inquiries, ensuring that all requests were resolved efficiently and effectively.
- Contributed to company growth by retaining valuable clients and preventing churn through proactive outreach efforts.
Education
Organizational Leadership
University of Phoenix
Online Campus 05-2016
Skills
- Critical Thinking
- Active Listening
- Client support
- Employee performance enhancement
- Quality Assurance
- Client Advocacy
- Efficient application processing
- Document evaluation
- Document review
- Call calibration and survey analysis expertise
Accomplishments
- Certified in U.S. Bank Financial Foundations Course as pilot participant.
- Recognized as 2024 Extraordinary Performer
Timeline
Customer Experience Specialist
U.S Bank
03.2023 - Current
Client Care Specialist III
JP Morgan Chase
01.2022 - 11.2022
Client Care Specialist II
JP Morgan Chase
06.2011 - 12.2021
Client Relations Representative
JP Morgan Chase
06.2010 - 05.2011
Organizational Leadership
University of Phoenix
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