Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tammy Bunkofske

Urbandale,Iowa

Summary

Customer Service Expert with 10+ years of experience excels in management, customer retention, and team collaboration. Demonstrates a proven track record of enhancing customer satisfaction and boosting account recovery through innovative strategies and effective communication. Aspires to leverage extensive expertise in conflict resolution and creative problem-solving to drive future innovations in customer service excellence.

Overview

23
23
years of professional experience

Work History

Professional Photographer / Business Owner

Red Door Photo
10.2008 - Current
  • Conduct 500+ photo sessions yearly with 70% being repeat customers or referrals
  • Preparation and Planning: This involves meeting with clients to discuss their needs, determining locations, selecting props or backdrops, and planning logistics
  • Client Communication: Maintaining clear and timely communication with clients before, during, and after photo sessions - this includes addressing any concerns or questions and delivering final images in a timely manner
  • Marketing and Promotion: Promoting services to attract new clients, which involves maintaining portfolio website, using social media platforms, networking with other professionals, and social media advertising
  • Administrative Tasks: Handling administrative duties such as scheduling appointments, managing finances, invoicing clients, and maintaining records of contracts and releases
  • Continuous Learning: Staying updated on latest trends, techniques, and technologies in photography through workshops, courses, and self-study
  • Business Development: Developing strategies to grow photography business, which have included expanding services such as mini sessions
  • Client Satisfaction: Ensuring that clients are satisfied with final product and addressing any concerns or requests for revisions promptly and professionally
  • Equipment Management: Ensuring that all photography equipment is in good working condition, including cameras, lenses, lighting equipment, and accessories
  • This may involve maintenance, cleaning, and occasional upgrades
  • Photographic Techniques: Applying knowledge of composition, lighting, and camera settings to capture high-quality images
  • This may also involve retouching and editing photos using software like Adobe Photoshop or Lightroom
  • Elevated client satisfaction by delivering tailored photo experiences, leading to 70% repeat business rate
  • Optimized business operations by streamlining scheduling and financial management, increasing efficiency
  • Mastered digital editing, enhancing photos' quality & client appeal, boosting satisfaction
  • Grew client base by 50% through effective networking and quality-focused service delivery

Customer Account Representative

Innovation Refunds
10.2022 - 03.2024
  • Managed 400+ customer accounts by reaching out monthly to ensure IRS refund is received for the Employee Retention Credit
  • Identified and resolved account-related issues working with different departments to enhance customer satisfaction
  • Utilized CRM software (HubSpot) to track and analyze customer interactions
  • Voted best employee 4 times - record for group
  • Assigned to handle high-priority accounts to ensure special handling
  • Boosted account recovery by 80%, leading initiatives for CRM optimization and customer satisfaction
  • Partnered on creating automation strategies for collections, enhancing efficiency and reducing customer communication issues
  • Developed training materials and mentored staff, primary resource for escalated account management
  • Crafted and standardized email communication templates, improving clarity and compliance in customer interactions
  • Directed high-priority account management, ensuring tailored solutions and maintaining exceptional success rates
  • Developed and mentored team, setting benchmark in customer account management and problem resolution

Operational Risk Manager

Wells Fargo Home Mortgage
01.2006 - 01.2012
  • Conduct risk assessments to identify and evaluate operational risks across different business units and processes for Investor Services in WFHM
  • Analyze data and information to assess likelihood and potential impact of identified risks
  • Partnered with key stakeholders to tailor risk mitigation strategies, fostering a culture of proactive risk management
  • Develop and implement risk management policies, procedures, and controls to mitigate identified risks
  • Collaborate with business units to design and implement risk mitigation strategies and action plans
  • Monitor and review existing risk controls and procedures to ensure effectiveness and compliance with regulatory requirements
  • Prepare and present reports on operational risk exposures, trends, and mitigation efforts to senior management and stakeholders
  • Participate in risk-related projects and initiatives to enhance organization's risk management capabilities
  • Support internal and external audits and examinations by providing relevant documentation and information
  • Completed risk evaluations, enhancing WFHM's risk framework by identifying key operational vulnerabilities
  • Streamlined audit processes, ensuring meticulous documentation and swift resolution of audit findings

Operations Supervisor

Wells Fargo Home Mortgage
01.2003 - 01.2006
  • Supervised team of 20 processors at Wells Fargo Real Estate Tax Services (WFRETS) that successfully met or exceeded company goals
  • Ensured accurate and timely real estate tax payments for customers
  • Implemented quality assurance measures on direct reports
  • Resolved complex tax-related issues
  • Boosted operational efficiency and customer satisfaction
  • Streamlined quality checks, reducing tax-related errors and improving operational accuracy
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.

Customer Service Representative

Wells Fargo Home Mortgage
01.2001 - 01.2003
  • Answered escalated phone calls and resolved issues for homeowners specifically regarding payments, escrow, tax payments, insurance payments, and delinquency questions
  • Completed research with different department to resolve root issue
  • Elevated customer satisfaction by resolving complex mortgage-related queries with precision
  • Efficiently managed escalated calls, ensuring first-call resolution and reducing customer complaints
  • Specialized in resolving complex mortgage queries, ensuring accuracy and clarity in every interaction
  • Offered empathetic guidance to homeowners on payment and insurance issues, fostering trust
  • Met or exceeded company goals and quality reviews
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

Bachelor's Degree - Business With Marketing Focus

Iowa State University
Ames, IA

Skills

  • Management
  • Customer Retention
  • Team Collaboration
  • Communication Expert
  • Efficiency Enhancement
  • Organized Multi-Tasker
  • Conflict Resolution
  • Creative Problem Solving
  • Critical Thinking
  • Quality Assurance
  • Risk Management
  • Service Excellence
  • Client Retention
  • Problem Resolution
  • Customer Service Training
  • Client Acquisition

Timeline

Customer Account Representative

Innovation Refunds
10.2022 - 03.2024

Professional Photographer / Business Owner

Red Door Photo
10.2008 - Current

Operational Risk Manager

Wells Fargo Home Mortgage
01.2006 - 01.2012

Operations Supervisor

Wells Fargo Home Mortgage
01.2003 - 01.2006

Customer Service Representative

Wells Fargo Home Mortgage
01.2001 - 01.2003

Bachelor's Degree - Business With Marketing Focus

Iowa State University

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Tammy Bunkofske