Shmad Patton

• Using process knowledge to support Customer's financial needs
• Support customers with checking, savings, trust, IRA, and certificate of deposit products
• Assisting customers with opening/closing all account types and monetary transactions
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.

Key Achievements:

• Maintained a monthly QA average of 98% or greater from new hire training to present time, and receiving the highest

quality average between 24 classmates.

• Delivered courteous, empathetic, professional, and efficient customer service by achieving 100% in customer satisfaction

ratings month over month.

• After only 7 weeks of taking calls, assisted new hires with y-jacking, monitoring calls, presenting topics of discussion, and answering questions as floor support.

• Served as a 'Load Leveler' and 'Knowledge Ambassador' on the Learning and Development Knowledge Management team to address backlogged knowledge change requests and complete annual reviews of knowledge articles in Salesforce
• Collaborated with a variety of stakeholders to assess and knowledge change requests, draft process changes and secure approvals from subject matter experts and compliance partners
• Gained proficiency in the Knowledge Management functionalities within Salesforce to efficiently publish updates to knowledge article content
• Played a key role in supporting the annual review initiative by engaging with subject matter experts to facilitate the evaluations of governing and non-governing knowledge articles
• Processed feedback from subject matter experts and compliance partners, and implemented requested changes to enhance documentation quality and accuracy
• Assisted the knowledge team in creating and implementing a system to accurately size knowledge articles which became essential for project intake, capacity evaluations, and the annual review initiative
• Played a key role in the initiative to revise and standardize manual Salesforce case creation instructions across all Knowledge Articles

• Provide fair housing standards for qualifying new customers
• Understands the features and benefits of the community and clearly articulate the value of the brand to the customer
• Effectively leverages the benefits unique to McKinley Communities to differentiate ourselves from the competition
• Uses the marketing collateral provided to demonstrate value to the resident and provide the solution that best fits the customer's needs
• Responds to customer service requests in a prompt, courteous and professional manner
• Schedules, prepare and executes new leases with customers to ensure excellent move-in experience

• Provided office management for the entire department
• Conducted data entry and prepared daily, weekly, and monthly reports
• Coordinated employees weekly work schedules
• Reviewed timesheets and prepared documents for employee's weekly salaries
• Gathered new employees hiring documentation for the payroll department

• Ensures confidentiality of customer data and careful handling of documents, media, and packages
• Utilize consultative skills to anticipate customer's need, suggest alternatives and provide solutions
• Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety, customer service and security policies and procedures

• Multitask with intercom/telephones systems
• For staff as well as company employees
• Proficient in Microsoft word, excel, outlook, power point, data base management, and word processing
• Scheduled appointments for supervisors
• Clients, and new customer

• Conducted supervisory management for four employees at the Ann arbor location
• Interviewed, selected, and hired new employees
• Provided orientation and one on one training for new employees
• Address employee's complaints and resolved customer's issues and concerns
• Provided accounts payable management and made deposits into company banking systems