Stacy Miller
Cleveland
Summary
Dynamic professional with a proven track record at KeyBank, excelling in customer service and relationship building. Adept at analytical problem-solving and credit history analysis, I consistently enhance client satisfaction and streamline processes, achieving significant improvements in operational efficiency. Committed to delivering exceptional results while fostering collaborative environments.
Overview
13
13
years of professional experience
Work History
Shipt Shopper
Shipt
Cleveland
04.2025 - Current
- Communicated with customers to clarify order details and address concerns.
- Managed efficient shopping routes to optimize time and delivery efficiency.
- Utilized mobile app for order management and real-time updates during shopping.
- Collaborated with store personnel to locate items and ensure availability.
- Packaged groceries carefully to maintain freshness and prevent damage during delivery.
- Track progress of orders using Shipt mobile app and other technology tools provided by the company.
- Meet deadlines for assigned tasks while maintaining high standards of work quality.
- Provide excellent customer service throughout the delivery process.
MERCHANT UNDERWRITER
Electronic Merchant Systems
Cleveland
05.2024 - 04.2025
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Determined and documented application conditions and communicated requirements and decisions.
- Analyzed credit, work history and financial statements during underwriting process.
- Collaborated with other professionals to develop innovative underwriting solutions.
BUSINESS BANKING CONTACT CENTER SPECIALIST II
KeyBank
07.2022 - 05.2024
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
- Utilized CRM software proficiently for managing customer information and tracking case progress efficiently.
- Mentored junior team members on contact center procedures and best practices, fostering a supportive work environment.
- Met customer call guidelines for service levels, handle time and productivity.
POST-CLOSING SPECIALIST
Nations Lending
06.2021 - 05.2022
- Worked closely with title companies to verify lien releases and ensure accuracy in final documentation.
- Leveraged strong interpersonal skills to build rapport with clients, colleagues, and external partners, fostering a collaborative environment that contributed to the successful completion of loan closings.
- Kept detailed records of all post-closing activities, providing accurate and up-to-date information for management reporting purposes.
- Managed a high volume of loan files, maintaining organization and accuracy throughout the post-closing process.
- Streamlined post-closing processes by implementing efficient document management strategies.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Conducted thorough reviews of closed loan files for accuracy and completeness.
- Worked with warehouse banks to manage shipment of collateral documents.
- Improved workflow efficiency by implementing an organized filing system for closed loans.
- Assisted in training new employees on post-closing procedures, contributing to a knowledgeable workforce.
VERIFICATIONS SPECIALIST
Sterling
11.2020 - 05.2021
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
- Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
- Uphold company reputation for integrity by consistently applying ethical standards during all stages of the verification process.
- Obtained updated contact information from all subjects and verified data for accuracy.
- Assisted clients in meeting compliance requirements by providing accurate and timely verification results.
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Maintained accurate records of all verifications performed, ensuring easy access and retrieval when required by audit or management review.
REO SPECIALIST
Safeguard Properties
07.2012 - 03.2020
- Provided exceptional customer service to clients seeking assistance throughout the entire REO process; from initial inquiry through closing procedures.
- Prevented unnecessary expenses by overseeing repairs made on distressed properties while adhering to strict budgets set forth by asset managers.
- Streamlined REO processes for faster resolution and reduced holding time, leading to increased profitability.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
Education
BBA - Finance
Cleveland State University
Cleveland, Ohio12.2023
Associate of Arts - Art
Cuyahoga Community College
Cleveland, Ohio05.2018
Skills
- Customer Service
- Customer Relationship
- Relationship Building
- Decision-Making
- Account Management
- Analytical problem solver
- Credit History Analysis
- CRM Software
- Call handling
- Script adherence
- Problem-solving skills
- Resolving issues
- Document Review
- File auditing
- Quality control measures
Timeline
Shipt Shopper
Shipt
04.2025 - Current
MERCHANT UNDERWRITER
Electronic Merchant Systems
05.2024 - 04.2025
BUSINESS BANKING CONTACT CENTER SPECIALIST II
KeyBank
07.2022 - 05.2024
POST-CLOSING SPECIALIST
Nations Lending
06.2021 - 05.2022
VERIFICATIONS SPECIALIST
Sterling
11.2020 - 05.2021
REO SPECIALIST
Safeguard Properties
07.2012 - 03.2020
BBA - Finance
Cleveland State University
Associate of Arts - Art
Cuyahoga Community College
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