I support borrowers and customers across chat, email, and phone, resolving complex issues in high-volume financial services environments.
At Atrium Staffing, contracted to Upstart, I managed loan application and borrower inquiry queues while documenting recurring issues for operations leadership. I also created a standardized Q&A reference that helped the team deliver consistent, on-brand responses.
At Discover Financial Services, I managed customer accounts across credit cards, loans, and account services, using Salesforce to track activities, leads, and revenue forecasts. I developed an account management playbook adopted company-wide for training new account managers.
My background also includes employee health benefits support, where I handled 75+ calls daily, analyzed benefits data in Excel, and maintained HIPAA compliance. I'm ITIL-certified and have completed cybersecurity training.
