Nativa M. Redman
Cleveland,OH
Summary
Seasoned account specialist bringing several years of related experience along with deep understanding of financial and payment matters as well as customer service and sales activities. Proficient in data verification, account updates and problem solving.
Overview
24
24
years of professional experience
Work History
Senior Account Specialist
Discover Financial Services, DFS
New Albany, OH
09.2023 - Current
- Strategically nurtured connections with account holders, ensuring exceptional customer experience.
- Delivered training sessions while supporting newly appointed Account Managers.
- Conducted thorough analysis of client data, pinpointing growth opportunities.
- Demonstrated effectiveness in resolving customer complaints promptly.
- Monitored industry trends and recommended necessary changes in strategy based on the findings.
ODE Certified Teacher
Educational Service Center of Northeast Ohio
Cleveland, OH
10.2019 - Current
- Created cohesive consistent learning environments for students, thus increasing understanding of material using focused instructional strategies.
- Implemented effective classroom management to minimize distractions while maximizing student participation.
- Designed curriculum and assignments. Tailoring teaching techniques to accommodate individual student needs.
- Supported colleagues in various aspects of teaching such as, special projects, tests, administrative updates, grading.
- Collaborated with colleagues, administrators, parents, and other stakeholders in the educational community.
Executive Director
Early Learning Academies
Cleveland, OH
01.2023 - 08.2023
- Set organization direction and formulated strategies and tactics for mission fulfillment.
- Assessed potential collaboration opportunities to enhance organizational value and improve efficiency.
- Facilitated successful integration of new team members by delivering comprehensive training on operational procedures and performance standards.
- Provided leadership and collaborated with executives to set long-term goals, strategies, and company policies.
- Implemented strategies for workforce optimization to meet operational demands while controlling expenses.
Remote Customer Service Specialist
ACD Direct, Communications Company
Cleveland, OH
02.2014 - 06.2016
- Achieved and maintained 25 ACD skill certifications for pledge capture. While efficiently handling customer inquiries through multiple channels including calls, chats, and emails.
- Successfully de-escalated and resolved challenging customer issues, demonstrating exceptional composure and friendliness.
- Consistently exceeded expectations in resolving customer inquiries, questions, and concerns to maintain superior service delivery.
- Streamlined operational efficiency by instructing new team members on reducing process gaps through product and service knowledge, best practices, and protocols.
- Delivered exceptional customer service by offering guidance and resolving issues related to product and service transactions.
Independent Business/Image Consultant
Mary Kay Inc.
Cleveland, OH
08.2004 - 08.2015
- Utilized strength, weakness, opportunities and threats (SWOT) analyses to create strategic plans for both corporate level and business units.
- Mentored and supervised a team exceeding 25 members, fostering productive working dynamics throughout the organization.
- Provided coaching on various topics including customer service enhancement alongside problem-solving techniques, effective time management strategies, financial understanding, and emotional intelligence development.
- Developed and executed strategic business plans for marketing and sales. Thus expanding professional network by cultivating relationships with business owners, clients, and referrals.
- Generated comprehensive reports to support strategic business decision-making.
Credit Union CEO/Business Consultant
Cory Methodist Church Credit Union Inc
Cleveland, OH
05.2012 - 09.2014
- Established and directed organizational strategy, effectively implementing operational plans to achieve objectives. Executed successful marketing campaigns for new products and services, leading to a boost in shareholder memberships and engagement.
- Developed office code of conduct and policy procedures adhering to State and Federal compliance guidelines.
- Responsible for reviewing credit applications, making loan approval or denial decisions, and supervising budgetary and financial operations. Implemented effective strategies to enhance business growth and profitability.
- Educated staff and board of directors on new products, industry trends, regulation updates, and governing laws.
- Conducted interviews, recruited candidates, and conducted onboarding/exit interviews, while performing regular assessments of employee performance through monthly and randomized appraisals, evaluations, and audits
Uniformed Investigator
GCRTA
Cleveland, OH
10.2000 - 05.2007
- Ensured adherence to established procedures and regulations in apprehending suspects.
- Provided assistance to other law enforcement agencies in emergency situations upon request.
- Conducted investigations into suspicious activities, persons, and vehicles. Provided support attending court hearings related to active investigations.
- Performed surveillance and conducted investigations on suspicious persons, situations and unusual activities.
- Produced in-depth reports documenting investigations related to high-level property and violent offenses.
Education
OPOTA Certified - Criminal Justice
Cleveland Heights Police Academy
Cleveland, OHBachelor of Arts - Psychology
Cleveland State University
Cleveland, OHAssociate of Arts - Business Communications
Cuyahoga Community College
Cleveland, OHSkills
- Team Supervision
- Quality Improvement
- Complaint resolution
- Goal Setting
- Evaluating Employee Work
- Onboarding and Orientation
- SOP Adherence
- Account Management
- Giving Constructive Feedback
- Staff Training
Timeline
Senior Account Specialist
Discover Financial Services, DFS
09.2023 - Current
Executive Director
Early Learning Academies
01.2023 - 08.2023
ODE Certified Teacher
Educational Service Center of Northeast Ohio
10.2019 - Current
Remote Customer Service Specialist
ACD Direct, Communications Company
02.2014 - 06.2016
Credit Union CEO/Business Consultant
Cory Methodist Church Credit Union Inc
05.2012 - 09.2014
Independent Business/Image Consultant
Mary Kay Inc.
08.2004 - 08.2015
Uniformed Investigator
GCRTA
10.2000 - 05.2007
OPOTA Certified - Criminal Justice
Cleveland Heights Police Academy
Bachelor of Arts - Psychology
Cleveland State University
Associate of Arts - Business Communications
Cuyahoga Community College
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