Wendy Hogan
Fairburn,GA
Summary
Dynamic Member Care Agent at Delta Community Credit Union, adept at enhancing customer relationships and driving product sales. Proven expertise in loan processing and conflict resolution, consistently exceeding performance expectations. Skilled in compliance management and employee onboarding, fostering a collaborative environment that boosts team efficiency and member satisfaction.
Overview
18
18
years of professional experience
Work History
Fulfillment Associate, PT
Amazon
East Point, GA
11.2024 - Current
- Processed customer orders in fast-paced fulfillment environment, contributing to timely deliveries.
- Operated warehouse equipment, ensuring accurate and safe movement of products.
- Maintained compliance with safety standards to uphold operational integrity.
Member Care Agent
Delta Community Credit Union
02.2024 - Current
- Provide Quality Assistance for all members via phone and secure email channels.
- Served as primary contact for members on financial services, assisting with membership applications, new accounts, loans, and DCCU products.
- Use listening skills to assess member needs and cross sell various products and services that will benefit the member, including checking accounts, credit cards, consumer loan products and deposit products.
- Fulfilled production and quality expectations while developing and enhancing DCCU relationships through superior customer service.
- Informed members about loan details, clarifying grace periods and fees to ensure understanding.
- Process loan applications and relay loan status to members
- Process loan payments for consumer and residential loans
- Navigation of multiple systems and screens simultaneously consisting of Microsoft TEAMS, Word, Excel, and banking systems such as Symitar, MSP, iConnect and KB (our knowledge base resource platform for assistance on all calls)
- Coached new agents through side-by-side observation and training sessions to enhance team performance in MCC.
Checking Account Conversion Specialist
Delta Community Credit Union
01.2025 - 01.2026
- Coordinated the conversion of mirrored checking accounts and assigned new account numbers accurately.
Practice Manager
Ashpole Dental
10.2014 - 01.2024
- Directed daily operations of multi-million-dollar private practice, managing clinical and administrative teams.
- Managed HR functions including payroll, benefits enrollment, recordkeeping, annual reviews, coaching, onboarding, talent sourcing, interviewing, and vendor contract negotiations.
- Resolved employee and patient grievances through effective communication and conflict resolution techniques.
- Reconciled daily collections reports by comparing transactions in Dentrix with cash received from patients.
- Managed profit and loss statements, reviewing budgets with accountant for financial accuracy.
- Reviewed and adjusted fees annually based on market comparisons to enhance revenue growth.
- Oversaw intern program with Emory University to facilitate patient referrals for dental students.
- Submitted credentialing applications for associate dentists to ensure compliance.
Executive Assistant
Eaglin Dental Group
10.2008 - 10.2014
- Provided Administrative support for a multi-location dental group consisting of four locations.
- Managed HR functions, including onboarding, payroll processing, provider credentialing, record keeping, and benefits enrollment to ensure smooth operations.
- Negotiated service fees with dental providers to align costs with local market standards, enhancing financial efficiency.
- Managed P&L, A/R, A/P and made sure I paid all invoices on time.
- Coordinated acquisition of office supplies to support staff needs and maintain operational efficiency across multiple locations.
Education
Life, Accident & Health License -
Georgia01-2022
BS - Psychology
Regent University
01-2014
AS - Business
Indiana Wesleyan University
01-2008
Skills
- Customer service
- Loan processing
- Product knowledge
- Compliance management
- Data entry
- Relationship management
- Performance evaluation
- Payroll administration
- Employee onboarding
- Conflict resolution
- Recruitment strategies
Timeline
Checking Account Conversion Specialist
Delta Community Credit Union
01.2025 - 01.2026
Fulfillment Associate, PT
Amazon
11.2024 - Current
Member Care Agent
Delta Community Credit Union
02.2024 - Current
Practice Manager
Ashpole Dental
10.2014 - 01.2024
Executive Assistant
Eaglin Dental Group
10.2008 - 10.2014
Life, Accident & Health License -
BS - Psychology
Regent University
AS - Business
Indiana Wesleyan University