Tosha Morrison
DeSoto
Summary
Dynamic Customer Relationship Manager with a proven track record at Bank of America, enhancing customer satisfaction through effective problem resolution and CRM software proficiency. Skilled in account management and team building, I fostered long-term client relationships, resulting in increased retention rates and driving business growth.
Overview
26
26
years of professional experience
Work History
Customer Relationship Manager
Bank of America
Fort Worth, TX
04.2011 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Implemented CRM systems to track customer interactions, leading to more efficient follow-ups and enhanced customer experiences.
Client Service Representative III
Bank of America
Fort Worth, TX
04.2011 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Loan Modification Specialist
DISYS Temp Service
Fort Worth, TX
08.2010 - 04.2011
- Maximized revenue potential through diligent monitoring of interest rate adjustments and capitalization opportunities offered within each loan modification agreement.
- Improved loan approval rates by thoroughly reviewing financial documents and accurately assessing borrower eligibility.
- Increased customer retention through exceptional service, consistently meeting or exceeding established performance metrics.
- Developed strong relationships with clients, fostering trust and rapport that facilitated successful negotiations between parties involved in loan modifications.
QA Analyst
Fireman's Fund Insurance Company
Dallas, TX
10.1999 - 08.2010
- Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
- Enhanced QA processes for increased efficiency.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
- Supported timely project completion through efficient prioritization and execution of test tasks.
- Managed defect reporting process, ensuring clear communication with stakeholders regarding issue status and resolution timelines.
- Improved software quality by executing thorough test plans and identifying defects before release.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Boosted customer satisfaction by ensuring high-quality user experiences through rigorous usability testing.
- Maintained robust documentation of test results, providing valuable insights for future development efforts.
- Ensured compliance with regulatory requirements through diligent validation and verification of software functionality.
Education
Master Of Real Estate Development - Real Estate Agent
Champion School of Real Estate
Dallas, TX06.1996
Kimball High School
Dallas, TX05.1986
Skills
- Customer relations
- Research and due diligence
- CRM software proficiency
- Account management
- Account updates
- Schedule management
- Team building
- Customer relationship management
- Customer service
- Problem resolution
- Goal setting
- MS office
- Computer skills
- Excel
- MS Word
- Linux
- Lexis Nexis
Timeline
Customer Relationship Manager
Bank of America
04.2011 - Current
Client Service Representative III
Bank of America
04.2011 - Current
Loan Modification Specialist
DISYS Temp Service
08.2010 - 04.2011
QA Analyst
Fireman's Fund Insurance Company
10.1999 - 08.2010
Master Of Real Estate Development - Real Estate Agent
Champion School of Real Estate
Kimball High School