Sarah Anderson
Bristow,OK
Summary
Experienced Customer Service professional with expertise in delivering tailored solutions and improving operational efficiency. Known for strong problem-solving skills and attention to detail, contributing to significant enhancements in customer satisfaction and team performance.
Overview
16
16
years of professional experience
Work History
Customer Solutions Specialist
Gateway Mortgage Group, LLC
Jenks, OK
07.2023 - Current
- Delivered tailored mortgage solutions, enhancing customer satisfaction and loyalty.
- Streamlined application processes, reducing turnaround times for client inquiries.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Trained new staff on customer service protocols and system navigation.
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
Customer Service Representative
Arvest Bank Operations
Tulsa, OK
03.2021 - 05.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Facilitated account management processes, ensuring accuracy and compliance with bank policies.
- Trained new staff on customer service protocols and operational procedures to enhance team performance.
- Collaborated with cross-functional teams to streamline service delivery and improve customer satisfaction levels.
- Analyzed customer financial needs to recommend suitable banking products and services.
Collections Agent
Capital One
Tulsa, OK
01.2018 - 05.2021
- Managed high-volume collections accounts, resolving disputes and negotiating payment arrangements.
- Conducted thorough financial assessments to determine customer repayment capabilities.
- Utilized CRM systems to track account statuses and document collection activities accurately.
- Developed training materials for new hires, enhancing onboarding efficiency and knowledge retention.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Banking Specialist
IBC Bank
Tulsa
03.2015 - 08.2017
- Managed customer inquiries and account issues, ensuring timely resolution and high satisfaction.
- Conducted compliance checks on transactions to maintain regulatory standards and mitigate risks.
- Developed training materials for new staff on operational procedures and customer service protocols.
- Collaborated with cross-functional teams to streamline processes, improving overall efficiency in branch operations.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Helped customers prepare documents required to complete transactions and process requests.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
- Implemented effective fraud detection measures that significantly reduced instances of financial crime within the institution.
- Opened new accounts and made changes to existing accounts.
- Educated customers on online banking and mobile banking applications.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Processed applications for new accounts.
- Trained new hires on customer service policies and procedures.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Analyzed customer financial needs to recommend suitable banking products and services.
Soft Count Team Member
Hard Rock Casino
Tulsa, OK
12.2013 - 01.2015
- Conducted accurate cash counts in compliance with casino regulations.
- Collaborated with team members to ensure timely completion of soft count processes.
- Utilized specialized counting equipment for efficient currency handling and reporting.
- Provided training and mentorship to new staff on operational procedures and safety protocols.
- Analyzed discrepancies in cash counts, addressing issues to maintain financial integrity.
- Coordinated with security teams to uphold safety measures during cash handling activities.
- Demonstrated excellent attention to detail while counting large sums of money quickly and accurately.
- Utilized advanced counting machines proficiently, increasing speed without compromising accuracy levels.
- Ensured secure handling of large amounts of cash, minimizing risk of theft or misplacement.
- Maintained accurate records of soft count activities, ensuring proper documentation and compliance with regulations.
- Handled money, ticket and chips exchanges for customers.
- Documented exchanges accurately, reconciled transactions and processed authorization forms.
- Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
- Balanced books with daily summary reconciliations.
Vault Clerk
Muscogee (Creek) Nation Casino
Bristow, OK
01.2011 - 07.2013
- Managed cash handling procedures to ensure accurate transactions and adherence to gaming regulations.
- Supervised vault operations, maintaining security protocols and safeguarding casino assets.
- Trained new staff on vault processes, enhancing team efficiency and operational knowledge.
- Conducted regular audits of cash reserves to identify discrepancies and implement corrective actions.
- Managed vault inventory, ensuring accuracy and compliance with policies.
- Processed cash and coin transactions efficiently within vault environment.
- Reduced discrepancies in vault inventory with thorough reconciliations and prompt identification of errors.
- Balanced staff and vault at end of day and secured monies in accordance with established procedures.
- Maintained accurate cash balances through meticulous record-keeping and regular audits.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
Education
CLEET - Criminal Justice
Central Tech
Sapulpa, OK08-2007
High School Diploma -
Bristow High School
Bristow, OK08-2006
Skills
- Goal setting and achievement
- Collections management
- Reporting and documentation
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Calm and professional under pressure
- Multitasking
- Phone etiquette
- Data entry
Timeline
Customer Solutions Specialist
Gateway Mortgage Group, LLC
07.2023 - Current
Customer Service Representative
Arvest Bank Operations
03.2021 - 05.2023
Collections Agent
Capital One
01.2018 - 05.2021
Banking Specialist
IBC Bank
03.2015 - 08.2017
Soft Count Team Member
Hard Rock Casino
12.2013 - 01.2015
Vault Clerk
Muscogee (Creek) Nation Casino
01.2011 - 07.2013
CLEET - Criminal Justice
Central Tech
High School Diploma -
Bristow High School