Summary
Overview
Work History
Education
Skills
Timeline
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Natalie Rokala

Cokato,MN

Summary

Innovative and goal-oriented management professional committed to customer service. Dedicated team player skilled at mediation and conflict resolution. Drives company growth through intricate problem resolution. Devoted customer service professional with 12+ years' experience with the ability to work independently and with a team to ensure consistent quality work.

Overview

13
13
years of professional experience

Work History

Inside Sales Coach

Renewal By Andersen
11.2020 - Current
  • Training – Assist supervisor with initial and on-going training of inside sales team
  • Assist in continuous refinement of formal training guides and tutorials for inside sales reps
  • Ensure new and existing reps are professionally trained on procedures and processes
  • Train on core job responsibilities, product, sales process, and marketing
  • Call Handling – Assist with inbound and outbound calls of homeowner inquiries into Renewal by Andersen
  • Properly qualify and schedule in-home consultations
  • Sell the value of in-home consultations and excel at converting calls to appointments
  • Call Reporting – Update call center KPI information from phone system and customer management system
  • Process improvement – assist to identify opportunities to establish/improve processes internally within the inside sales center as well as with respect to the inside sales center’s interaction with field sales, corporate sales, and corporate marketing
  • Drive process acceptance and implementation
  • Outbound warm-calling – assist in developing training, infrastructure, processes, and procedures for Renewal by Andersen to conduct outbound warm-calling of contacts
  • Work with IT to ensure the customer management system is working properly
  • Report any issues to IT and follow up until resolved
  • Ensure that minimum expectations are met for email capture rate, all party sits, appointment lead time
  • If not currently meeting expectation, train, and coach inside sales reps to meet minimum standards.
  • Analyzed and evaluated team performance metrics to identify areas of improvement.

CSR, Business Banking Support

Wells Fargo
04.2013 - 01.2019
  • Support Connection, 4 WFVC
  • Extensive knowledge of internal systems
  • Community Banking
  • Policies and Procedures, Federal Banking Regulations, BSA/AML
  • CIP/CDD, EDD, KYC, and Microsoft Office Systems
  • Provides support to internal team members ensuring understanding across U.S.
  • Patriot act
  • Customer identification Program Customer Due Diligence and
  • Financial crimes enforcement network reporting
  • Frequently assists team members with resolving CIP/CDD failure errors, by analyzing profiles in comparison to legal documentation to determine if discrepancy exists
  • Frequently leaves feedback to help identify risk
  • Subject matter expert on Community banking and Business Banking
  • Policy
  • Assisted on-boarding of Wachovia team members while transitioning to Wells Fargo Systems, Consumer Phone Banker CSR 2 WFVC
  • Educated customers on banking policies and federal regulations
  • Provided guidance and support to new hires transitioning into the phone bank
  • Assisted customers with issues on personal accounts and suggested products that would help them succeed financially
  • Exceeded daily production and sales goals.

Assistant Manager

Claire’s
04.2011 - 01.2013
  • Boutique
  • Accepted and processed customer payments in cash, credit cards and checks, checking for validity
  • Assisted training new employees around business expectations
  • Worked on team building activities to engage team members
  • Ensuring that each day the team is meeting daily sales goals
  • Acknowledged customer issues and resolved their problems quickly and efficiently.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Education

High School Diploma -

Irondale High School
New Brighton, MN
06.2008

Skills

  • Customer Service, Call Center
  • Call Management
  • Documentation Review
  • Team Training
  • Group Leadership
  • Performance Improvements
  • Verbal and Written Communication
  • Team Development
  • Staff Development
  • Complaint Resolution

Timeline

Inside Sales Coach

Renewal By Andersen
11.2020 - Current

CSR, Business Banking Support

Wells Fargo
04.2013 - 01.2019

Assistant Manager

Claire’s
04.2011 - 01.2013

High School Diploma -

Irondale High School

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Natalie Rokala