Tessa Meyers

• Produce quality assurance audits for all agents.
• Follow guidelines to ensure that all calls are handled professionally, courteously, and friendly.
• Follow guidelines to ensure that all calls monitored support the Compliance and Plain Green’s Best Practice requirements.
• Provide accurate, clear, professional, and timely communications to trainers and management.
• Routinely checks IPACS to obtain current information regarding call handling instructions when monitoring.
• Communicate up-to-date progress on all prospective and current tasks at hand.
• Perform due diligence verification steps including, but not limited to, address, identity, income, and phone in accordance with published policy. Review information for specific suspicious characteristics utilizing public and nonpublic information.
• Make recommendations to improve verification efficiency and accuracy department/company-wide.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Timely escalate unresolved/high-risk/ reoccurring compliance matters.
• Fulfills requests by clarifying desired information while completing tasks.
• Enhances the organization’s reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
• Ensuring security and confidentiality of data.
• Completing assignments correctly and on time.

• Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
• Prepared documentation and records for upcoming audits and inspections.
• Responding accurately and timely to regulatory and customer complaints, fraud reporting, and
• Creating and managing annual and new hire enrollments in the online compliance training platform (FIS) Regulatory University.
• Ensure that reasons for any changes made to the standard operating procedures are tracked and logged.

Optimized workflows to increase efficiency and decrease errors in day-to-day operations.

• Managed daily operations for optimal productivity, ensuring timely completion of tasks.
• Maintained accurate records of operations activity, enabling data-driven decision-making.
• Detect and track fraud before beginning the daily approval process for applications.
• Manage well over 100 calls, chats, and emails, both inbound and outbound, while processing applications.
• Review and verify customer documentation, including identity, income, and banking information, to ensure a smooth application process
• Review and process over 1000 loan applications for approval or denial.

• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
• Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.

• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
• Expedited document processing with accurate data entry and timely filing.
• Input data into spreadsheets and databases.

• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
• Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
• Expedited document processing with accurate data entry and timely filing.
• Increased customer satisfaction by providing professional and courteous front desk support.
• Improved data accuracy, entering and updating records in database with keen eye for detail.
• Ensured accurate billing for customers by carefully calculating the amount of propane delivered at each stop using calibrated meters.
• Managed customer inquiries and complaints in polite and professional manner.