Christina Mason
Kernersville,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Experienced Supervisor with over 10 years of experience in customer service. Excellent reputation for resolving problems and improving member satisfaction.
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Supervisor
Allegacy
01.2023 - Current
- Assists with hiring process with potential new hires
- Actively coaches staff to increase knowledge of policy and procedure with an outcome of increased production goals
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Ability to meet deadlines within a time sensitive environment
- Responds to member concerns, works with team to improve member satisfaction
- Schedules and completes all Monthly Audits and Monthly Audit Packets
Loan Interviewer
Allegacy
01.2017 - 01.2023
- Reviewed and validated details of loan applications and closing documentation.
- Handle member complaints, and problems, with the ability to defuse member anger.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced atmosphere.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Assisted with training of new hires on both teller and platform side
- Assisted with Monthly Audits and End of Month packets
Customer Service Assistant
Allegacy
01.2015 - 01.2017
- Responded to member requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved member inquiries and complaints quickly.
- Delivered prompt service to prioritize member needs.
- Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services.
- Offered basic technical support for members on a wide range of company products.
Member Service Representative
Allegacy
01.2013 - 01.2015
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Learned about member's financial needs, established trust and optimized sales opportunities resulting in quality customer services
- Processed member transactions promptly, minimizing wait times.
- Answered member inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
- Took measures to make sure morning and evening duties were taken care of while maintaining a safe environment for opening and closing.
- Learned and effectively managed vault transferring, filing, and balancing.
Education
B.S. - Biology
UNCG
Greensboro12.2012
Skills
- Service excellence
- Effective listening skills
- Problem-solving skills
- Efficient time management
- Proficient in resolving disputes
- Training and mentoring
Certification
- Certified Financial Counselor
- Notary Public
- NMLS Certified
Timeline
Supervisor
Allegacy
01.2023 - Current
Loan Interviewer
Allegacy
01.2017 - 01.2023
Customer Service Assistant
Allegacy
01.2015 - 01.2017
Member Service Representative
Allegacy
01.2013 - 01.2015
B.S. - Biology
UNCG