Summary
Overview
Work History
Education
Skills
Timeline
Generic

Patience Boylan

Orange Park,FL

Summary

Efficient Processing Associate known for high productivity and ability to complete tasks swiftly. Specialize in data entry accuracy, workflow optimization, and process improvement strategies. Excel in time management, adaptability, and problem-solving skills, ensuring smooth operational flow and client satisfaction.

Overview

5
5
years of professional experience

Work History

Card Processing Associate

SoFi
Jacksonville, FL
10.2023 - Current
  • Running reports to gather workable information pertaining to disputes, including higher level tasks
  • Work cross-functionally with internal and external partners to investigate disputes, gather data to drive a non biased decision on a resolution
  • Ensure all disputes are worked timely in correspondence with federal rules, laws, and regulations
  • Communication with the members includes providing timelines and giving updates throughout the process of the dispute from start to finish via email
  • High attention to detail and ability to be flexible
  • Assistance training new hires or current team members on new tasks
  • Providing coaching to agents as needed
  • Helped build new Standard Operating Procedures for the team

Communication Escalations Manager

SoFi
Jacksonville, FL
07.2022 - 10.2023
  • Making proper judgement decisions and managing call control when speaking with escalated members
  • Ability to quickly think of alternative resolutions that may have not been considered before in making exceptions to build and maintain a better business/client relationship
  • Responding to Social Media posts in Khoros in a professional manner to help represent the SoFi brand
  • Resolving and helping audit complaints and ensuring that they are filed correctly, revising and editing before being sent to Compliance, and ensuring there is a clear resolution. If needed, reaching out to the member to resolve their complaint
  • Additionally, positively providing coaching to agents when necessary.

Member Service Representative

SoFi
Jacksonville, FL
11.2021 - 07.2022
  • Provided best in class service by responding to Inbound inquiries concerning all SoFi products, i.e
  • Banking, Credit Card, Relay, Invest, Student Loans, and Personal Loans
  • Provided appropriate account notation and have become skilled at first call resolutions, follow-ups, and deescalating members
  • Floor Walker / Slack Support - being one of the top performers of my training class, I was afforded the opportunity to assist in the support for onboarding Member Service Representatives (MSR)
  • Provide assistance and training to Member Service Representatives while interacting with members
  • Cross-trained in Money, Bank, Credit Card, Personal Loans, Student Loans, and Relay
  • Participated in the Social Media project for the Escalations Team, providing members with exceptional service via Twitter, Facebook, Reddit, App Store, and Instagram.

Pre-Suit Legal Secretary/Trainer

Morgan & Morgan
Jacksonville, FL
01.2020 - 11.2021
  • Drafting and sending out detailed letters on behalf of case managers and attorneys to clients, medical providers and insurance companies
  • Handled outbound and inbound calls pertaining to clients' cases
  • Preparing files for litigation and filing as needed
  • Preparing attorneys for depositions and organizing binders for important cases
  • Onboard and train new Secretaries as needed to ensure they had the proper skills and knowledge to work under case managers and attorneys independently.

Education

GED -

Bishop State Community College

BS in Business -

University of Phoenix

Skills

  • Relationship Building
  • Time Management
  • Team Oriented
  • Reliability
  • Organization
  • Detail Oriented
  • Member retention
  • Issue Resolution
  • Customer Support
  • Complaint Handling
  • Customer Service

Timeline

Card Processing Associate

SoFi
10.2023 - Current

Communication Escalations Manager

SoFi
07.2022 - 10.2023

Member Service Representative

SoFi
11.2021 - 07.2022

Pre-Suit Legal Secretary/Trainer

Morgan & Morgan
01.2020 - 11.2021

GED -

Bishop State Community College

BS in Business -

University of Phoenix

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Patience Boylan