Stephanie Akins

• Resolved customer inquiries efficiently through multiple communication channels including phone, email, and chat.
• Provided product knowledge support to customers, enhancing their understanding of services and features.
• Documented customer interactions accurately in CRM systems, ensuring seamless follow-up and service continuity.
• Collaborated with team members to improve service workflows, enhancing overall customer satisfaction rates.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Adhered to company policies and scripts to consistently achieve call time and quality standards.
• Addressed escalated issues by analyzing root causes, implementing solutions to prevent future occurrences.
• Successfully delivered the differences in multiple Medicare Plans and help select the best fit for the customer.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated clients on financial management principles to promote long-term stability.
• Upheld strict quality control policies and procedures during customer interactions.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Financial & Academic Advisor- 03/2017 to 06/2018

• Advised students on academic programs, course selection, and degree requirements.
• Developed personalized academic plans to enhance student success and retention.
• Monitored student progress and provided timely interventions for at-risk individuals
• Reached out to students that are on a Leave of Absence, making sure they are ready to return, cover options and update any necessary schedules.
• Made sure students were financially clear to begin courses and recover any outstanding balances before students vested without knowledge.
• Processed graduation requests and diplomas once the student successfully completed their program.

Team Lead- 08/2015 to 03/2017

• Resolved team escalation calls, by listening, showing concern and finding the best solutions available, within guidelines
• Created job aides to assist in helping the team achieve their individual goals as well as team goals.
• Coached team members on service techniques and provided feedback through our quality assurance program.
• Assisted in new hire interviews and hiring process
• Ability to display outstanding enthusiasm and remaining calm in extremely trying situations.

Tuition Planner- 05/2014 to 08/2015

• Handled new student inquires by reviewing the National Student Loan Data System.
• Discussed items needed to be able to award funds, such as FAFSA, entrance counseling, master promissory note and official transcripts.
• Collected all incoming documents and reviewed for additional items or corrections needed to be made in order to clear the student to begin their program.

Enrollment Advisor- 07/2012 to 05/2014

• Reached out to potential students, build rapport, uncover educational goals and discuss how furthering their education can benefit them.
• Follow up with existing students to collect transcripts as well as any other documents needed to start their program.
• Counseled on educational paths and career plans, provided information about program resources and enrolled students for their specific academic program.

• Resolved customer inquiries while providing exceptional service and support.
• Assisted clients with account management, transactions, and troubleshooting issues.
• Educated customers on financial products and services to enhance engagement.
• Adhered to bank and legal guidelines for reporting, loan approvals and money handling.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Researched, analyzed and resolved members account issues and requests.
• Assisted new hires with job knowledge and peer assistance to achieve best in class service.
• Cross trained in Mortgages to assist in the increased demand for the mortgage department.