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
Hybrid
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- Updated outdated SOPs and refined processes to enhance operational effectiveness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
Remote
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
Remote
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
Remote
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