Vicki Sheren

Enhanced team productivity with training and mentoring of new and existing team members

• Provide support to team members and partner Teams around all BSM Processes
• Currently 90% proficiency across all BSM Processes
• Assist in projects for new products and processes by creating Procedure Guides and providing feedback in relation to team practices.
• Addressed team questions about programs, product knowledge while assisting them in making well-informed decisions about procedures
• Provide consistent knowledge based quality assurance reviews.
• Supported continuous improvement culture within the BSM team by identifying and sharing best practices among team members.
• Share knowledge and engage with partner teams to smooth out processes and reduce negative customer impacts

• Developed strong relationships with clients by promptly addressing inquiries or concerns related to their accounts.
• Assisted with system and product testing, provide consistent feedback and direction related to processes completed.
• Responded to requests for information and resolved issues quickly.
• Increased client satisfaction by providing timely and accurate details related to products, account activities and resolution of concerns
• Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Provided posting activities for 11 agency branches daily