Tanner Smith
Paragould,AR
Summary
Results-oriented professional with extensive leadership experience in high-stakes environments. Skilled in strategic planning, operational optimization, and organizational growth. Known for fostering team collaboration and delivering results under changing conditions. Key strengths include strategic vision and stakeholder management.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
7
7
years of professional experience
Work History
Executive and Regulatory Relations
MoneyLion/Gen Digital
05.2025 - Current
- Managed regulatory and non-regulatory complaints from entities like BBB, CFPB, and Attorney's General.
- Led cross-functional teams to develop and implement strategic initiatives enhancing operational efficiency.
- Oversaw financial planning processes, ensuring alignment with organizational goals and regulatory compliance.
- Streamlined reporting mechanisms using data analytics tools, improving decision-making accuracy and speed.
- Mentored junior staff, fostering professional development and enhancing team performance through knowledge sharing.
- Developed key performance indicators (KPIs) to monitor project success, enabling proactive adjustments as necessary.
- Collaborated with stakeholders to identify growth opportunities, driving innovation in product offerings and service delivery.
- Facilitated workshops to improve interdepartmental communication, resulting in enhanced collaboration on strategic projects.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
Onboarding & Enablement Associate
Spring Health
12.2023 - 01.2025
- Led the establishment of a team of International Therapists for the EAP Program, focusing on improving efficiency in onboarding processes.
- Led cross-functional teams to enhance client engagement strategies and optimize service delivery.
- Developed and implemented data-driven initiatives to improve mental health program effectiveness.
- Mentored junior associates, providing guidance on best practices in client support and operational efficiency.
- Analyzed client feedback and performance metrics to refine service offerings and increase satisfaction rates.
- Conducted training sessions on new software tools, ensuring team proficiency and adoption across departments.
- Spearheaded project management efforts for new product launches, aligning resources with strategic goals.
- Facilitated workshops that promoted mental health awareness, enhancing community outreach initiatives effectively.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Analyzed customer data to identify trends and anticipate customer needs.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Customer Care Advocate
BetterUp
08.2022 - 12.2023
- Collaborated with Coaches to streamline the application and onboarding process, resulting in faster turnaround times.
- Diagnosed technical issues with the platform and developed viable solutions for clients, resulting in increased client satisfaction rates.
- Conducted thorough investigations on fraudulent charges within each client's company card and implemented appropriate protocols to mitigate risks.
- Helped to manage company stocks and cryptocurrency.
- Trained and onboarded new advocates.
- BetterUp is a Professional Coaching Platform.
- Led customer support initiatives to enhance service quality and client satisfaction.
- Mentored team members on effective communication strategies and conflict resolution techniques.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Utilized CRM systems to track interactions and ensure consistent follow-up with clients.
Customer Operations Specialist
Ramp
03.2022 - 08.2022
- Provided exceptional customer service to clients by managing their accounts, credit availability and expenses using various software tools such as WorkSuite, NetSuite, Quickbooks, etc.
- Streamlined customer support processes to enhance response times and improve satisfaction rates.
- Company credit card and expense management company
- Developed and maintained strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to deliver tailored solutions for diverse client needs.
- Facilitated regular reviews of account performance metrics to drive strategic decision-making.
- Provided expert guidance on company products and services, positioning clients for optimal results.
- Maximized client retention through attentive relationship management and proactive problem-solving efforts.
Customer Service Advocate
Square
10.2018 - 03.2022
- Assisted customers in managing their Cash App account transactions, p2p payments, and fraudulent transactions.
- Cash App is a debit card for the underbanked.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Streamlined support processes by implementing new tools for ticket management and issue tracking.
- Trained and mentored junior staff on best practices for customer engagement and service excellence.
- Analyzed customer feedback to identify trends, enhancing overall service quality and satisfaction levels.
- Collaborated with cross-functional teams to develop solutions for recurring customer issues, improving resolution times.
- Monitored performance metrics, providing insights to drive operational improvements and efficiency gains.
- Developed training materials that improved team onboarding processes, fostering consistency in service delivery.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Completed opening and closing functions to meet operational needs.
Education
Bachelor of Science - Psychology
Southern New Hampshire University
Online05-2022
High School Diploma -
Greene County Tech High School
Paragould, AR05.2010
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Customer relations
- Team leadership
- Quality management
- Problem resolution
- Motivation
- Strategy development
- Workflow planning
- Research and analysis
- Customer retention
- Project management
- Account management
- Public speaking talent
- Risk management
- Performance evaluations
- Policy development
Timeline
Executive and Regulatory Relations
MoneyLion/Gen Digital
05.2025 - Current
Onboarding & Enablement Associate
Spring Health
12.2023 - 01.2025
Customer Care Advocate
BetterUp
08.2022 - 12.2023
Customer Operations Specialist
Ramp
03.2022 - 08.2022
Customer Service Advocate
Square
10.2018 - 03.2022
Bachelor of Science - Psychology
Southern New Hampshire University
High School Diploma -
Greene County Tech High School
Current Role
Executive and Regulatory Relations, MoneyLion/Gen Digital
Preferences
If you love what you do, you'll never work a day in your life. What I love about supporting customer success is that it works for people like me, who have creative minds, growth-oriented minds, and minds that drive for results. Supporting customer success needs the type of person who will accept no challenge too small, someone who craves to constantly develop, and who hates being stagnant. There's never too high a goal to reach, and we always strive for operational excellence. We build rapport with our customers and build lasting relationships. We are remembered. I do everything I can to encompass these characteristics each and every day, and I believe my skills would be a great asset to this team.