Diana Sharp

As an Account Representative I worked on a team to control customer delinquency. This included taking customer calls and working with them to get their mortgages back on track. I had monthly company goals that were to be met. I did so on a number of occasions each month. I was able to work with all areas of the company building a knowledge and repoire with each.

• Managed client accounts, ensuring timely responses to inquiries and effective issue resolution.
• Utilized customer feedback to improve service offerings and elevate satisfaction.
• Oversaw daily operations, optimizing workflows for increased efficiency within account management team.
• Collaborated with cross-functional teams to align strategies and enhance customer engagement initiatives.
• Mentored junior staff, fostering a culture of continuous learning and professional development.
• Provided regular feedback and coaching to Account Representatives, fostering a culture of continuous improvement.
• Collaborated with cross-functional teams to develop tailored solutions for clients, resulting in increased revenue and customer retention.
• Managed customer inquiries, ensuring timely and accurate responses to foster client relationships.
• Analyzed client needs to recommend suitable mortgage products, enhancing customer satisfaction and loyalty.
• Trained new staff on company protocols, fostering a knowledgeable team dedicated to exceptional customer service.
• Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
• Contacted customers to assess satisfaction and current needs.
• Assisted clients in navigating complex financial and legal processes to reduce risks.
• Kept detailed records of customer interactions for optimal traceability.