Renee Walton
Summary
To leverage my 10+ years of Customer Service experience and multiple disciplines within the financial industry at a competitive firm. Self-motivated, detail-oriented worker with excellent problem resolution and communication skills.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
17
17
years of professional experience
Work History
Member Care Representative III
Nationwide Insurance, 8877, Center Drive
Scottsdale, Arizona
05.2017 - 05.2022
- Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics and understands the different product suites including current lineup and products no longer sold that still require servicing
- Responsible for interpreting and applying all changes and enhancements to new and old products based on the daily change Communications identifies the question behind the question to proactively offer consultative expertise and to help uncover the unstated need
- Maintain a record of the conversations and follow the process of documentation to support our strategy of knowing our members better than anyone and use the information anyway that drives the relationship deep following all the rules and regulations to ensure compliance with FINRA or other professional licensure requirements nationwide policies firms plan documents in state and local laws
- Educate customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and or benefits pertaining to the plan contract
- Analyzes problems to determine proper course of action, striving for first time final resolution
- When necessary, work with internal partners to resolve escalated issues
- Integrates lean methodology into daily interactions in problem-solving meetings and team huddles
- Develops and grows through monthly meetings with leadership to set in place a career path strategy
- Setting goals and expectations to achieve success in the role as well as future opportunities
- May perform other responsibilities as assigned
- Reports to supervisor/manager and does not have direct reports.
Customer Solutions Specialist
PayPal, Inc
Chandler, AZ
04.2015 - 10.2016
- Proactively consult with merchants, internal partners, and clients to resolve inquiries with compassion and delivering practical solutions
- Deliver trainings related to new product enhancements to both external and internal clients, including support with account administration and managing complex transactions
- Earned quarterly award for assisting in acquiring new merchants and assisting with high level data migrations/implementations.
OmniChannel Client Specialist
Macy's Customer Service & Credit
Tempe, AZ
07.2011 - 02.2015
- Delegated as primary contact for 12 Bloomingdale locations representing 3 million+ in annual sales under management
- Collaborated with internal partners as a primary merchandise expert while introducing new products and services in addition to recommending service enhancements
- Fostered proactive and consultative education to both Bloomingdale and Macy clients with the objective of promoting client retention and growth.
Sales/Reservations Specialist
Uhaul International
Phoenix, AZ
07.2010 - 07.2011
- Quickly promoted from reservation specialist to team sales lead for exceeding weekly metrics by 20%
- Provided training to new hires regarding effective cross selling techniques, first call resolution, and overall morale boosting activities
- Recognized as key contributor for 3rd quarter up sales finishing #3 companywide.
Personal Phone Banker II
Wells Fargo Bank
Phoenix, AZ
03.2007 - 06.2010
Operations Supervisor
Fort Sill National Bank, FSNB
Oceanside, CA
05.2004 - 04.2007
Education
AA for Business Administration -
Glendale Community College
Skills
- Upbeat and Positive Personality
- Data Entry and Maintenance
- CRM Software
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Understanding Customer Needs
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Customer Account Management
- Customer Data Confidentiality
- Verbal and Written Communication
- Membership Inquiries and Renewals
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Cultural Awareness and Sensitivity
- Efficient and Detail-Oriented
Timeline
Member Care Representative III
Nationwide Insurance, 8877, Center Drive
05.2017 - 05.2022
Customer Solutions Specialist
PayPal, Inc
04.2015 - 10.2016
OmniChannel Client Specialist
Macy's Customer Service & Credit
07.2011 - 02.2015
Sales/Reservations Specialist
Uhaul International
07.2010 - 07.2011
Personal Phone Banker II
Wells Fargo Bank
03.2007 - 06.2010
Operations Supervisor
Fort Sill National Bank, FSNB
05.2004 - 04.2007
AA for Business Administration -
Glendale Community College