Shonda McLean

• Enhanced customer satisfaction with timely and accurate issue resolution.
• Negotiated pre and post charge off settlements with borrowers and third party companies.
• Verified the accuracy of settlements submitted from third party vendors.
• Followed all company policies and procedures to deliver quality work.
• Maintained an average of 98% on my quality, case and productivity scores.

Manager - Shawn Corson

Employee Verification Email: verification@upstart.com

• As a Borrower Success Associate I answer inbound calls from customers with a broad range of questions that relate to their loans.
• I assist customers with making payments, account adjustments, setting up online account access, explaining their loan terms, researching account discrepancies and submitting disputes.
• Identify customer needs and wants to enhance customer experience.
• I answered an average of 50 calls a day, while meeting or exceeding my monthly quality goal of 92%.

Manager - David Leasure

Employment Verification - 614-293-4995

• I was responsible for managing my teams to ensure that we met our daily, monthly, and yearly productivity goals.
• I reviewed daily reports for my team's statistics that included Adherence, Service Levels and Batch processing for outside patient referrals. I utilized systems such as OnBase and Workforce Management to view my daily reports and complete team scheduling.
• I was responsible for several aspects of the hiring process (creating a job requisition, submitting the job for approval, following up on referrals, onboarding etc.) utilizing Workday.
• I was also responsible for all new hire training. I was responsible for making sure our new employees were meeting established department goals by the end of their new hire period.

Manager - David Leasure

Employment Verification - 614-293-4995

• As a Switchboard Lead some of my duties included completing the monthly schedule, Cisco phone paging access requests, assigning pagers, troubleshooting paging issues, creating, and maintaining group list pages, updating physician On Call schedules and various other tasks assigned by my manager
• I was also responsible for training and evaluating the progress of new hires, completing monthly monitoring and monthly quizzes.
• In addition to my off the phone responsibilities I also answer inbound calls and route them to the correct department
• I was also responsible for the overhead announcement of emergent events such as Code Blue and Trauma alerts
• The switchboard also is the after-hour's answering service for several clinics
• As the answering service contact person, I established the reason for the call, accurately document the reason in IHIS and route the call to the appropriate On Call physician.

• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• I was responsible for doing weekly monitoring, payroll, employee schedules, coaching's, and delivering corrective action when required.
• Monitored metrics and developed actionable insights to improve efficiency and performance.