SAMANTHA SUNDELL
Chicago
Summary
People oriented, passionate professional with 5+ years of experience in providing quality customer service, training and development, and a background in Psychology. Eager to work hard and has a strong desire to further develop knowledge and experience within this role.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Upstart
07.2021 - Current
- Conducts daily audits of internal processes, identifying opportunities to enhance overall product quality and consistency and protect confidentiality for Upstart's partners and customers.
- Consistently meets and surpasses expectations with a daily average productivity score of 120% and efficiency score of 100%.
- Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.
- Pilots a new program for the Compliance department, balancing an adaptability to unfamiliar tasks with a pro-active attitude in order to identify process inefficiencies and improve day-to-day operations.
Customer Experience Associate
Upstart
04.2021 - 06.2021
- Provided quality and personal care towards loan servicing inquiries across a range of loan categories, each with their own regulatory practices and requirements.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information in high stress and urgent situations.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
Student Assistant
The Ohio State University
10.2018 - 03.2020
- Assisted in planning for and orchestrating commencement each semester.
- Provided excellent customer service to individuals, addressing inquiries and concerns promptly.
- Collaborated with team members on event planning and execution, resulting in successful campus events and activities.
Clinical Psychology Intern
Personal Best Consulting
05.2019 - 08.2019
- Observed clinical psychology staff and attended 20 hours of supervision to develop practical knowledge and abilities.
- Shadowed psychological treatments and client-patient interactions.
- Studied business and legal requirements of an independent practice.
Education
Bachelor of Arts - Psychology
THE OHIO STATE UNIVERSITY
Columbus, OH12.2020
Skills
- Salesforce
- Google Sheets
- Continuous Improvement Mindset
- Strong Communication Skills
- Team leadership abilities
Timeline
Senior Quality Analyst
Upstart
07.2021 - Current
Customer Experience Associate
Upstart
04.2021 - 06.2021
Clinical Psychology Intern
Personal Best Consulting
05.2019 - 08.2019
Student Assistant
The Ohio State University
10.2018 - 03.2020
Bachelor of Arts - Psychology
THE OHIO STATE UNIVERSITY
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