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
Des Moines
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
West Des Moines
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
West Des Moines
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
Des Moines
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, IASkills
- 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