Hi, I’m
Olivia Tobey
Summary
Results-driven Customer Advocacy Analyst with expertise in complaint resolution, process enhancement, and root cause analysis. Skilled in data analysis to identify trends and insights, collaborating with cross-functional teams, and problem-solving to implement effective resolutions. Proficient in Microsoft Office, Zendesk, and CRM. Excellent written and verbal communication skills to identify and provide feedback opportunities. Proven track record of building positive relationships with customers, colleagues, and business clients including medical and dental providers.
Overview
14
years of professional experience
Work History
Lending Club
Customer Advocacy Analyst - Medical Finance
02.2022 - Current
Job overview
- Opened, recorded, and resolved customer and provider complaints regarding financing, IT issues and customer service within the SLA required timeframes
- Identified support issues and initiated actions for resolution
- Maintained data integrity and accuracy throughout analysis process
- Collaborated closely with cross-functional teams, including sales, marketing, finance, engineering and operations
- Utilized problem-solving skills to identify root cause of customer inquiries and implement effective resolutions
- Respond quickly and accurately to all incoming emails from customers regarding product or service related queries
- Handled escalated customer issues and worked closely with other departments to resolve them promptly
- Trained new team members in proper complaint handling procedures, fostering a consistent approach across the organization.
- Developed strategies for improving efficiency of overall QA process
- Provided regular updates to management regarding key performance indicators
- Analyzed data to identify trends in customer feedback and develop solutions for improvement
- Monitored internal systems to measure call activity KPI, customer feedback and resource availability
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Assisted with complaint gap analyses and risk assessments.
Lending Club
Credit Verification Specialist
11.2019 - 02.2022
Job overview
- Ensured compliance with applicable laws and regulations regarding customer verifications
- Identified areas of improvement in the verification process and implemented solutions accordingly
- Developed efficient processes for verifying customer information, such as name, address, phone number, email address
- Performed credit analysis and administrative duties to support credit function
- Analyzed data to verify information and check for fraud
- Evaluated loan requests by analyzing applicant's financial statements and other documentation
- Reviewed loan documentation to ensure accuracy and completeness prior to approval
Lending Club
Customer Care Agent
05.2018 - 11.2019
Job overview
- Handled inbound and outbound calls regarding customer and provider inquiries and concerns
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Referred unresolved customer grievances to designated departments for further investigation
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Updated knowledge base resources regularly with relevant information
- Trained new employees on call center procedures, policies, and best practices
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
Amica Insurance
Associate National Service Specialist
09.2016 - 04.2018
Northworks Restaurant
Expeditor, Waitress, Host, Manager
09.2010 - 09.2016
Education
Hudson High School
High School Diploma
06.2014
Skills
- Microsoft Office Proficiency
- Client Support
- Excellent Written and Verbal Communication skills
- Workflow Enhancement
- Root Cause Analysis
- Effective Relationship Management
- Zendesk Experience
- CRM
- Team Collaboration and Leadership
- Credit Verification
- Customer Interaction Oversight
- Dynamic Issue Resolution
- Customer Complaint Management
- Employee Development
- Risk Assessment
- P2P Fintech Knowledge
- Advanced Problem-Solving
- KPI Evaluation
- Project Management
- Workflow Analysis
- Regulatory Standards Knowledge
Timeline
Customer Advocacy Analyst - Medical Finance
Lending Club
02.2022 - Current
Credit Verification Specialist
Lending Club
11.2019 - 02.2022
Customer Care Agent
Lending Club
05.2018 - 11.2019
Associate National Service Specialist
Amica Insurance
09.2016 - 04.2018
Expeditor, Waitress, Host, Manager
Northworks Restaurant
09.2010 - 09.2016
Hudson High School
High School Diploma
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