William Black
Charlotte,NC
Summary
Professional with deep experience in fostering client relationships and driving success. Skilled in customer engagement, conflict resolution, and strategic planning. Strong focus on team collaboration, adaptability, and delivering impactful results. Known for reliability, effective communication, and proactive approach to meeting client needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Client Success Associate
Figure Lending
08.2024 - Current
- Handle customer inquiries via omni-channel communication (phone, chat and email) and process applications with exceptional customer service – and ideally leading to improved brand recognition, loyalty, and referrals
- Educate customers on Figure and products with knowledge and enthusiasm
- Gather and share key insights that assist in improving Figure’s products, services, and customer experience generally
- Provide technical support and troubleshooting with patience – whether it’s a glitch or a customer needing help navigating digital processes
Brokerage Escalations Representative
Wells Fargo
10.2023 - 07.2024
- Supported internal and external customers with inquiries and complaints regarding financial products and services
- Investigated ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
- Performed moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management systems to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
- Interacted with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
- Served as intermediary between parties to resolve disputed matters, negotiations, and enact settlements accordingly
Business Consultant & Transportation Specialist
Chosen Choice Enterprises
12.2022 - 10.2023
- Analyzed organizational practices, identify weaknesses, and recommend solutions
- Conducted research to gain insights into the business
- Loaded, transported, and delivered a wide variety of items to clients or businesses through different routes in a safe, timely manner
- Verified loads for accuracy, and delivered them as instructed
- Responsible for basic vehicle maintenance; compliance with all safe work practices, policies, and processes
- Solicited feedback on provided services and resolved clients’ complaints
Financial Services Representative
TD Ameritrade/Charles Schwab
11.2020 - 12.2022
- Provided clarity and insight including the basic principles of IRA, equity, option, and mutual fund transactions
- Created long-term client advocacy by building trust through providing superior service
- Displayed effective listening and communication skills
- Engaged in open-ended conversations with clients to identify needs and offer solutions
- Maintained focus and accurate judgment decisions while multitasking in an efficient manner
- Possessed a working knowledge of technology and platforms while operating in an environment requiring intermediate computer skills
Lead Customer Relations Specialist
Make Corporation/Southwest Airlines
01.2020 - 06.2020
- Operated as subject matter expert for frequent traveler account maintenance, customer contact, and partner liaison duties
- Managed the reading, routing, and handling of customer correspondence in accordance with Company philosophy, policy, procedures, etc
- Maintained familiarity with all aspects of Company structure, operating philosophy, policies, and procedures, with particular focus on terms and conditions of the Contract of Carriage and Frequent Flyer Program
- Filed and retrieved data for Customer Relations Upper Management Team utilizing multiple company and Microsoft Office applications
- Assisted in training and coaching personnel of Customer Relations & Rapid Rewards
- Acted as support and point of contact to all company personnel in clarifying Company practices, policies, and procedures
- Collaborated with CR-RR Team to prepare data for reports, presentations, and event summaries
- Conducted quality assurance and data metric audits
- Provided support as escalated call line providing support to completion customer inquiries and/or complaints in addition to internal inquiries
Flight Service Training Instructor Manager and Recruiter
American Airlines
01.2018 - 09.2019
- Managed and assisted with the facilitation and delivery of training qualifications for 28,000+ Flight Attendants
- Collaborated with leadership to develop, present, and facilitate training and development content for employees
- Collaborated to review candidate qualifications during the interview phase
- Identified and evaluated potential candidates via interview platforms
- Facilitated and assisted with in person interviewing, including Conditional Job Offers when applicable
- Maintained requisite knowledge in applicable FAA Regulations, company policies and procedures
- Handled reasonable cause drug testing
- Assisted with administrative duties, investigations, daily and monthly metric reports on operational activities
Flight Attendant
American Airlines
06.2014 - 01.2018
- Set and maintained a high standard of consistent in-flight service that included meal/beverage service and selling of onboard products
- Handled a wide variety of situations while in continuous contact with the public
- Worked independently or as a part of a team without supervision
- Provided leadership by responding to a variety of emergency and non-emergency situations
- Possessed and maintained all necessary credentials to meet Federal Aviation Administration international and domestic travel requirements
Business Administrator
Second Calvary Baptist Church
01.2008 - 12.2013
- Managed the day-to-day operations and supervised the work of approximately 120 staff employees, leaders, and volunteers
- Collaborated with the leadership team to develop, present, and facilitate training and development content
- Evaluated financial projections on weekly, monthly, quarterly, and yearly basis
- Identified strategic community alignments and leveraged partnerships of business and program awareness
- Acted as the community liaison and attended various networking events
- Served as executive manager overseeing daily operations, ensuring consistency and accuracy of all business content
Territorial Manager
Achieve High Math
08.2010 - 01.2012
- Evaluated and documented student performance in accordance with program guidelines
- Presented training programs, materials, and updates to regional representatives
- Served as stated approved SES (Supplemental Education Service) provider overseeing (NC, GA, SC, TN, AR, AL, VA)
- Coached and developed a team of regional representatives servicing 7 states
- Promoted teamwork and collaboration between students, parents, and team committed to achieving goals and objectives
- Cultivated relationships between home office and SES providers to maintain cohesiveness within the program
- Solicited feedback on provided services and resolved clients’ complaints
Education
B.S. - Sports Management
Guilford College
Greensboro, NC05.2003
Skills
- Client education
- Negotiation
- Feedback collection
- CRM software proficiency
Certification
Security Industries Essentials (SIE), 01/01/20
Additional Information
Held a variety of other positions including but not limited to retail, professional services, accounting, and customer service among others., Professional references available upon request.
Timeline
Client Success Associate
Figure Lending
08.2024 - Current
Brokerage Escalations Representative
Wells Fargo
10.2023 - 07.2024
Business Consultant & Transportation Specialist
Chosen Choice Enterprises
12.2022 - 10.2023
Financial Services Representative
TD Ameritrade/Charles Schwab
11.2020 - 12.2022
Lead Customer Relations Specialist
Make Corporation/Southwest Airlines
01.2020 - 06.2020
Flight Service Training Instructor Manager and Recruiter
American Airlines
01.2018 - 09.2019
Flight Attendant
American Airlines
06.2014 - 01.2018
Territorial Manager
Achieve High Math
08.2010 - 01.2012
Business Administrator
Second Calvary Baptist Church
01.2008 - 12.2013
B.S. - Sports Management
Guilford College
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