Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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, TX
06.1996

Kimball High School
Dallas, TX
05.1986

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

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Tosha Morrison