Sandra Schaefer

Client facing single point of contact during client data conversion or new client implementation projects. BKI clients may be converting existing customer mortgage data from another mortgage servicing provider to BKI MSP or adding additional MSP functionality to an existing MSP system for increased product offerings, tailor customer solutions for increased satisfaction and revenue.

Project Management- from contract to client go live. Working closely across all client lines of business and top down from executive level to end users.

• System Integration Mapping and Testing and User Acceptance Testing
• Client team training either virtually or on-site
• Devised creative problem-solving techniques, addressing complex client challenges and delivering workable solutions.
• Selected correct products based on customer needs, product specifications and applicable regulations.
• Implemented effective communication strategies for clear understanding between team members and clients throughout project lifecycles.
• Aligned client objectives with strategic initiatives for long-term success through comprehensive planning sessions.
• Built relationships with customers and community to promote long term business growth.
• Managed multiple projects simultaneously, ensuring timely completion and meeting all client expectations.
• Provided ongoing support to clients during implementation of solutions, ensuring seamless integration into their existing systems and processes.
• Developed strong relationships with clients, leading to increased repeat business and referrals.
• Utilized data analytics tools to perform detailed evaluations of client performance metrics, identifying key areas for improvement.
• Monitored service after sale and implemented quick and effective problem resolutions.
• Offered personalized solutions to meet customer requirements.

• Guided Underwriting team of 15 FTE and contractors
• Built a best in class call center for increased customer satisfaction
• Cross-trained and provided backup support.
• Proactively sought feedback from customers to identify areas of improvement within organizations processes.
• Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Increased efficiency and team productivity by promoting operational best practices.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Investigated and resolved customer inquiries and complaints quickly.
• Passionate about learning and committed to continual improvement.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Proved successful working within tight deadlines and a fast-paced environment.
• Gained extensive knowledge in data entry, analysis and reporting.
• Responded proactively and positively to rapid change.
• Supported marketing initiatives by promoting special offers or loyalty programs or guideline change.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
• Cross-trained existing employees to maximize team agility and performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Managed and motivated employees to be productive and engaged in work.
• Onboarded new employees or contractors with training and new hire documentation.