Ronika Prince
Chicago,Illinois
Summary
Solve both internal & external customer inquiries, complaints & requests by using a single point of contact resolution utilizing solid knowledge of the bank's processes, procedures & electronic systems, while identifying potential systemic problems. Seeking to leverage expertise and passion for continuous improvement in a reputable organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Wintrust
Rosemont, IL
12.2024 - Current
- Assist customers with banking inquiries such as bank transactions, disputes, balances, debit card issues, etc
- Verify customers according to our contact center processes and procedures to ensure customer account protection/UDAAP.
- Unlock/reset password for online banking credentials on our d3 platform.
- Submit tickets via Image Centre to ensure customer requests were completed.
- Collaborate with different bank personnel such as branch, Winturst Mortgage, and TM to reach customer resolution.
Underwriter, Business Finance Manager
Russ Darrow Group
Waukesha, WI, USA
01.2018 - 07.2024
- Oversaw all aspects of the dealership's daily operations, including staffing, procedures, operational budget, and sales monitoring
- Processed credit applications and verified employment, income, and residency
- Underwrite deals for the books, Deciding to Approve or Reject deals
- Closed loans for the dealership, averaging 45-60 loans per month, and processed deals
- Reporting and Documentation: Maintained accurate records of all underwriting activities, including approvals, rejects, and modifications, for audit and review purposes
- Assessing the creditworthiness of potential buyers by reviewing credit reports, income statements, employment history, or other relevant financial information
- Evaluated loan applications: Analyzed creditworthiness of applicants by reviewing financial statements, credit reports, and other relevant documents to approve or reject auto loans
Business Development Coordinator Supervisor
Russ Darrow Group
Brookfield, WI, USA
01.2018 - 01.2022
- Utilized Discover and Captivated Texting system
- Managed a team of 7-10 BDC Reps across 9 locations
- Evaluated employee skills and knowledge regularly, providing training and mentoring
- Increased Application to Sold Ratio by 20% and Sales by 10%
- Hired, supervised, and coached employees on sales strategies to optimize performance
- Collaborated with upper management to implement continuous improvements and exceed team goals
Sales Representative
Concentrix - Contract with Apple
Milwaukee, WI, USA
04.2017 - 12.2017
- Assisted customers with technical support inquiries
- Communicated diagnostic findings to customers and outlined repair or service options
- Offered excellent customer service by actively listening to customers' needs and discussing solutions empathetically
- Referred unresolved customer issues to designated departments for further investigation
- Managed call flow to respond to technical support needs of customers
Skills
- Customer Support
- Attention to Detail
- Phone Etiquette
- Communication
- Word Processing
- Prioritizing
- Planning
- Leadership
- Time Management
- Organization
Websites
Certification
Certified Nursing Assistant
Timeline
Contact Center Representative
Wintrust
12.2024 - Current
Underwriter, Business Finance Manager
Russ Darrow Group
01.2018 - 07.2024
Business Development Coordinator Supervisor
Russ Darrow Group
01.2018 - 01.2022
Sales Representative
Concentrix - Contract with Apple
04.2017 - 12.2017
Certified Nursing Assistant