Tatiana Wright
Lake Mary,FL
Summary
Reliable and results driven professional with a knack for building relationships, understanding customer needs, and translating them into actionable solutions that drive customer satisfaction. I'm eager to position myself as a trusted advisor to help customers succeed and maximize the value of their products. CRM experience with Hubspot, Salesforce, PowerBi, Adobe, Zendesk, Client Success, and more!
Overview
4
4
years of professional experience
Work History
CLIENT OPERATION ANALYST
BNY Mellon
05.2024 - Current
- Manage client onboarding and build client profiles within CRM ensuring programs were launched effectively and on time
- Communicated strategic recommendations to leadership to improve productivity and streamline work flows
- Work with competing priorities and coordinate timelines and deliverables for multiple clients
- Updated outdated SOPs and refined processes to enhance operational effectiveness
- Partnered with Client Engagement Managers to meet tight deadlines, ensuring timely deliverables
- Escalate urgent issues to management, prioritizing swift resolutions for critical client needs
- Cross-functional collaboration with internal teams to ensure the successful execution of client-first initiative’s
- Worked closely with business applications to identify/resolve technicalities and communicate system improvements
- Applied strong judgment to triage issues for quick resolution, minimizing client impact
- Provided valuable feedback to drive departmental improvements and client satisfaction
- Collaborated with scrum master and product teams to share insights for continuous product development
Quality Compliance Analyst
Horne LLP
05.2021 - 09.2023
- Within two months recognized as a subject matter expert asked to lead a team of 10 individuals
- Served as a bridge between claimants and leadership gathering actionable feedback on pain points
- Ad hoc projects for fraud, appeals, renewals, and payments working with cross-functional teams
- Managed large volume of intake funding requests and met deadlines for timely review of supporting documentation for Federally funded assistance applications
- Deescalated difficult situations and resolved claimant concerns quickly
- Audited over 2,000 cases of fraud and irregularities for the Texas Rent Relief program and provided reports to the State development housing authority while saving over $2 million of government funds
- Monitored payments and investigated fraudulent/missing payouts
ELIGIBILITY ANALYST (promoted)
Horne LLP
03.2021 - 05.2021
- Managed multiple applicant eligibility assessments to ensure seamless access to services from start to finish
- Collaborated with cross-functional teams to resolve eligibility inquiries, ensuring prompt and effective communication to address client needs
- Analyzed applicant data to identify trends and insights, informing proactive strategies for client engagement and success
- Developed and maintained comprehensive applicant profiles in the CRM, utilizing insights to tailor solutions and improve customer experiences
- Provided exceptional support and guidance to applicants throughout the eligibility process, fostering strong relationships and trust
- Monitored applicant feedback and outcomes to recommend process improvements, contributing to higher satisfaction rates and loyalty
- Trained and supported team members on eligibility criteria and claimant interaction best practices, promoting a client-focused culture
CUSTOMER ADVISOR
Department Of Labor And Employment
05.2020 - 03.2021
- Answered heavy volume of claimant calls with minimal wait times
- Proactively anticipated claimant needs to prevent delay of benefits & offer on-point solutions
- Ensured claimants were comfortable with CRM and instructed on how to utilize the platform and different features of the platform
- Exceeded KPI ratings through proactive one-call resolutions of customer issues
- Maintained and managed customer files and performed basic troubleshooting
- Actively listened to claimants to get clear understanding of issue and escalated if needed
- Clarified claimant concerns and determined root cause of problems to resolve complaintInvestigated trending complaints to discover areas of opportunity and provide feedback to management
Education
Master Of Management - Business Management
Warner University
Lake Wales, FLTimeline
CLIENT OPERATION ANALYST
BNY Mellon
05.2024 - Current
Quality Compliance Analyst
Horne LLP
05.2021 - 09.2023
ELIGIBILITY ANALYST (promoted)
Horne LLP
03.2021 - 05.2021
CUSTOMER ADVISOR
Department Of Labor And Employment
05.2020 - 03.2021
Master Of Management - Business Management
Warner University
Similar Profiles
ANKUR WADHEANKUR WADHE
Associate I at Bank of New York Mellon (BNY Mellon)Associate I at Bank of New York Mellon (BNY Mellon)
Vishal TilwaniVishal Tilwani
Associate, AML/Prevention/KYC Representative at BNY Mellon (Bank of New York Mellon)Associate, AML/Prevention/KYC Representative at BNY Mellon (Bank of New York Mellon)
Arun Dominic AArun Dominic A
Associate – Loan Servicing Specialist at BNY MellonAssociate – Loan Servicing Specialist at BNY Mellon
Nivedita Sutar-TodkarNivedita Sutar-Todkar
Vice President at BNY MellonVice President at BNY Mellon
James CannavinoJames Cannavino
English Teaching Assistant at North American Language and Culture Assistants ProgramEnglish Teaching Assistant at North American Language and Culture Assistants Program