Shanna Jimenez

• Communicate with cross-functional teams in an effective, tactical, and empathetic manner with ongoing status and/or solutions
• Advocate as the "voice of the member" to SoFi Proactively make recommendations to address the root cause of escalations and complaints
• Interact with applicants and members related written escalated concerns in public and social media platforms
• Document correspondence with members clearly and concisely to ensure quick and proficient solutions
• I recently joined our Regulatory team. I am responsible for researching complaints, drafting written correspondence and reviewing with leadership from various departments before responding/posting to the various regulatory departments

• Review applications pursuant to credit policies and procedures-including analyzing credit reports, income from various sources, verifying documents provided by applicants, and their identity.
• Prepare and present applications that may be eligible for credit exceptions to management.
• Perform outbound outreach to applicants and work with operations team to successfully move applications through the process through funding.
• Have strong knowledge of our internal processes and procedures to ensure quality of our loan system and loans.
• Document clear and concise notes in every application including all customer correspondence.
• Maintain PII (Personal Identity Information).
• I often fill in on MET and SMS providing excellent customer service being able to address their questions and concerns while quickly reviewing their application to make it clear what is needed or what to expect throughout our process.
• I was ACE Coordinator. Working across sites to help improve our culture and recognize team members.
• I recently sifted to an Invest project where I provided frontline assistance by answering general questions, investigated documentation analysis and communicated required actions, and verified identity for individuals labeled "Person of Interest".
• I am currently assisting with our new hires. I provide feedback and assistance on our products and procedures. I help them to navigate our SOP and how to address our members with a positive attitude and first time resolution, and I am second reviewing their applications.

• Provide excellent customer service via phone, chat, and email.
• Have a clear and accurate understanding of our company and products. Have the ability to adapt to different personalities and deescalate inquiries, empathize with customers frustrations.
• Be able to work in a fast paced environment, efficiently and skillfully. Exercise consultative sales techniques demonstrating strong call control. Strong ability to overcome objections, be genuinely empathetic in conversation with our members, and deescalate customers frustrations.
• Strong verbal and written communication skills.
• Track record of successful high impact decision making.
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments and situations. Ability to meet critical deadlines in dynamic, and expeditious environments.
• Document every correspondence with applicants/borrowers clearly and concisely. Always striving for first call resolution.
• I was often put on projects, sent to Utah to help with training, and filled in on QA.
  

• Answer all incoming calls addressing customer inquiries.
• Describe products to customers and cheerfully explain details and care of our cleaning products and method of cleaning.
• Process daily invoices.
• Schedule all appointments.
• Call customers after job is done to make sure they are happy with our services.

As a board member of Windsor High School Boosters and Spirit Wear Coordinator, I designed and ordered all spirit wear for Windsor High School. I designed, placed orders, and sold sweatshirts, shirts, hats, lanyards (or anything I could put our logo / mascot on to make a small profit from the students and parents of the high school). I have had to stay within a budget and make as much of a profit as possible, to help support not only the athletic teams, but other various school clubs. Being part of WHS Boosters not only helps support the high school, their clubs and teams, but our community as well.

• Built strong rapport with athletes and assistants. All of which was before, during and after the coaching seasons.
• Acted as a positive role model for team participants as well as in the community.
• Recruited student-athletes of the highest caliber to elevate team performance.
• Demonstrated a high level of respect for opponents, officials and facilities.
• Recommended and ordered equipment, supplies and uniforms.
• Enforced discipline among athletes both on and off the field.
• Supervised practices and contests, prioritizing safety at all times.
• Developed positive relationships with parents, schools and the community.
• Maintained high academic standards for all student athletes and enforce academic discipline throughout the entire school year, not just during the coaching seasons.

• Maintain commercial license and several endorsements.
• First aid & CPR certified.
• Perform thorough daily checkout of bus and make sure it is safe and working condition.
• General knowledge of the bus, how it works, and a thorough understanding of the air braking system.
• Think quickly, adapt to change in road conditions, and be able to re-route without warning.
• Patience!
• Deliver approximately 250 kids safely to and from school safely.
• Interact with students, teachers and parents, all of which had various concerns and demeanors.