Stivi Isufi
Jacksonville
Summary
A dynamic leader with a proven track record at Flagstar Bank, I excel in team leadership and customer service, enhancing operational efficiency and client satisfaction. Skilled in conflict resolution and workflow optimization, I've successfully driven team development and quality assurance, achieving significant improvements in productivity and customer relations.
Overview
10
10
years of professional experience
Work History
Supervisor of Operations
Best Cleaners
12.2023 - Current
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
Consumer Service Representative
Flagstar Bank
07.2021 - 05.2022
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Contacted and helped find solutions for customers with overdue payments.
- Built lasting relationships with clients, customers and other team members based on trust and reliability.
Loss Mitigation Specialist
Flagstar
01.2021 - 06.2021
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
Collections Agent
Flagstar Bank
01.2020 - 12.2020
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Manager of Operations
Best Cleaners
01.2017 - 02.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
Customer Service Representative
Best Cleaners
01.2015 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Mandarin High School
Jacksonville, FL06-2012
Skills
- Team leadership
- Customer service
- Team development
- Conflict resolution
- Quality assurance
- Workflow optimization
- Time management
- Decision-making
Timeline
Supervisor of Operations
Best Cleaners
12.2023 - Current
Consumer Service Representative
Flagstar Bank
07.2021 - 05.2022
Loss Mitigation Specialist
Flagstar
01.2021 - 06.2021
Collections Agent
Flagstar Bank
01.2020 - 12.2020
Manager of Operations
Best Cleaners
01.2017 - 02.2019
Customer Service Representative
Best Cleaners
01.2015 - 01.2016
High School Diploma -
Mandarin High School
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