Shaton McAdory
Orlando,FL
Summary
Personable and dedicated customer service representative with extensive experience in risk management, Client Support, and Financial Crime industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Credit Analyst III- Team Lead
Octane Lending
Irving, TX
10.2020 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, emails, providing frontline customer support or assistance with product information and powersport details
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.
- Made outbound calls to customers to confirm account setup and complete identification interviews
- Followed all company procedures to keep data confidential.
- Gathered proper documentation and data to prepare applications for submission.
- Reviewed and analyzed financial statements of potential borrowers to determine credit worthiness.
- Communicated via email and chat system to dealerships and customers about account details
Customer Service Representative
Capital One
Plano, TX
03.2017 - 09.2020
- Answered incoming calls providing frontline customer support and assistance with refinance customer inquiries
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved customer complaints with problem solving skills
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Assisted customers with refinance terms, applications, billing inquiries, payments and technical support.
- Maintained detailed records of customer interactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
Some College (No Degree) - Communications And Marketing
University Of Arkansas At Pine Bluff
Pine Bluff, ARSkills
- Risk management
- Sales
- Customer Engagement
- Client Services
- Regulatory Affairs
- Oracle
- Zendesk
- Salesforce
- SaaS
- Financial Technology
- Fintech Startup
- Microsoft Office Suite
- Escalations/Quality Assurance
- Data Entry
- Due Diligence
- Information Verification
- Leadership and training
- Policy and Procedure Explanations
- Onboarding
- Risk Assessment
- Multitasking
- Salesforce
- Critical Thinking
- Troubleshooting
- Problem-Solving
- Application Support
- Proficient in Microsoft Office
- Excel
- Outlook
- Slack
- Teams
- Webex
- Audit
- QA reporting
Timeline
Credit Analyst III- Team Lead
Octane Lending
10.2020 - Current
Customer Service Representative
Capital One
03.2017 - 09.2020
Some College (No Degree) - Communications And Marketing
University Of Arkansas At Pine Bluff
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