Shanya McCloud
Lancaster,SC
Summary
Resourceful Onboarding Specialist is known for high productivity and efficient task completion. Specialize in employee engagement strategies, process improvement, and digital onboarding tools. Excel in communication, adaptability, and problem-solving to ensure smooth transitions for new applicants to proceed with their application for a Business LOC.
Overview
7
7
years of professional experience
Work History
Bloc Onboarding Specialty Team
American Express
Work From Home, SC
05.2024 - Current
- Collaborated with leadership teams on initiatives aimed at improving overall organizational performance through effective onboarding processes.
- Identified areas for improvement within the current onboarding program.
- Reviewed applications for completeness and accuracy.
- Completed and processed applications for enrollment.
Onboarding Specialty Team
American Express
Work From Home, SC
05.2023 - 05.2024
- Provided technical support for customers who experienced issues while navigating websites or using applications.
- Accepted, verified, and processed applications per month.
- Provided guidance on best practices for use of company-provided software applications.
- Processed new accounts applications including checking, savings, credit cards and loans.
Onboarding Specialist
American Express
Work From Home, SC
01.2022 - 05.2023
- Implemented new processes and procedures to improve customer service experience.
- Resolved customer inquiries, complaints, and disputes in a timely manner.
- Addressed client questions and resolved complaints related to products, services and accounts.
- Resolved customer complaints regarding sales and service.
Customer Service Specialist
PNC Bank
Work From Home, SC
02.2020 - 01.2022
- Completed day-to-day duties accurately and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Customer Service Representative
Concentrix
Work From Home, SC
10.2017 - 11.2019
- Resolved customer complaints promptly and efficiently.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided accurate information about products and services to customers.
- Identified opportunities for upselling additional products or services based on customer needs.
Education
High School Diploma -
Lancaster High School
Lancaster, SC05-2003
Skills
- Performance Tracking
- Procedure Compliance
- Work Complaint Handling
- Teamwork and Collaboration
- Multitasking
Accomplishments
- G1/L2 status
- #1 stack ranking
- Seal 6 Team Onboarding Specialty Team Recognition
- CBO Camp
- Daily Beat Winner
- Osat Winner for December
- MVB Most Valuable Banker for August/ Sept 2022
Timeline
Bloc Onboarding Specialty Team
American Express
05.2024 - Current
Onboarding Specialty Team
American Express
05.2023 - 05.2024
Onboarding Specialist
American Express
01.2022 - 05.2023
Customer Service Specialist
PNC Bank
02.2020 - 01.2022
Customer Service Representative
Concentrix
10.2017 - 11.2019
High School Diploma -
Lancaster High School