Jennifer Worden

Facilitated training and support for CCRs, enhancing call control and escalation management.

Managed high-risk and escalated calls involving fraud, account compromises, and sensitive member concerns with professionalism and precision.

Consistently adhered to and exceeded KPIs, including average handle time, first call resolution, quality assurance scores, and member satisfaction ratings.

Managed the MCC Survey team, addressing Net Promoter scores, and Member satisfaction surveys with effective member resolutions.

Resolved member complaints via phone, email, and social media, reporting findings to management.

Conducted training for loan team members and new Senior CCR representatives.

Produced procedures for MCC Surveys, loan guides, and complaint response protocols.

Organized daily tasks to optimize time management within the team.

Prioritized responsibilities to meet management demands for reports and responses.

Consistently met deadlines while ensuring high-quality service delivery.