Nicole Lovett
Cedar Hill
Summary
Dynamic Executive Response Specialist at U.S. Bank with a proven track record in problem resolution and operations management. Enhanced customer satisfaction through innovative solutions and effective communication. Recognized for streamlining workflows and training team members, contributing to a culture of excellence and compliance in a fast-paced environment.
Experienced with strategic planning and execution, ensuring alignment with organizational goals. Uses strong leadership capabilities to inspire and motivate teams toward success. Track record of leveraging financial acumen and stakeholder relationships to drive business growth.
Dedicated Banking professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational B.
Overview
13
13
years of professional experience
Work History
Executive Response Specialist
U.S. Bank
07.2021 - Current
- Assisted in daily operations, ensuring adherence to company policies and procedures.
- Supported team members by providing timely information and resolving routine inquiries.
- Developed understanding of industry standards and best practices to enhance operational efficiency.
- Coordinated with various departments to facilitate smooth workflow and communication.
- Managed scheduling tasks, optimizing use of resources for project completion.
- Adapted quickly to new systems and processes, demonstrating flexibility in a dynamic environment.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Maintained accurate records and documentation, contributing to data integrity and compliance.
- Knowledgeable and cross-trained on all products related to the banks checking and savings accounts.
- Contact customers and diffuse the highest level of escalation, as well as write letters to customer notifying them of the resolution of their complaints.
- Must be dedicated to addressing issues on a global level, which ensures that the employer meets regulatory requirements while creating a positive customer service experience.
- Achieving a comprehensive response is done by working with management across various business lines such as Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, etc.
- Must stay up to date on Bank policies and procedures and regulatory requirements in order to provide clear and effective feedback to Service Advisors and recommend operational updates.
Customer Service Representative
Credit Protection Association
11.2012 - 04.2020
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Managed high-volume calls, maintaining quality standards and customer satisfaction.
- Collaborated with team members to streamline processes, enhancing response times.
- Trained new staff on best practices for customer interactions and system usage.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Communicate with customers to pursue late payments via telephone, e-mail and mailings.
- Seeks to identify the reason for customer inquiry and/or delinquency and assist the customer in resolving the problem permanently.
Education
No Degree - Business Administration
Florissant Valley Community College
St Louis, MOSkills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Problem resolution
- Team player
- Workflow planning
- Research and analysis
Timeline
Executive Response Specialist
U.S. Bank
07.2021 - Current
Customer Service Representative
Credit Protection Association
11.2012 - 04.2020
No Degree - Business Administration
Florissant Valley Community College
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