Burton Banta
Monroe
Summary
Dynamic Client Success Team Lead at Beyond Finance with a proven track record in conflict resolution and coaching. Enhanced customer satisfaction through strategic workforce management and process improvements, resulting in a significant boost in client ratings. Adept at fostering teamwork and collaboration, driving performance, and achieving operational excellence.
Overview
12
12
years of professional experience
Work History
Client Success Team Lead
Beyond Finance
09.2022 - Current
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
- Implemented workforce management strategies to optimize staffing levels, ensuring timely response to customer inquiries.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
- Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
- Supervised 25 agents in providing excellent customer service to callers requiring assistance for escalations and enrollement issues.
Mortgage Loan Processor
New Rez
08.2020 - 01.2022
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Prepared file for final clear-to-close by branch management.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
Account Manager II
Lumen Technologies
03.2018 - 05.2020
- Proactively identified client needs through regular meetings and follow-ups, ensuring high levels of satisfaction and loyalty.
- Managed a diverse portfolio of small business accounts, maintaining excellent customer service and timely communication.
- Presented regular reports to senior management outlining the performance of the small business portfolio against key metrics and targets.
- Identified opportunities for cross-selling and upselling, introducing clients to additional products or services that met their evolving needs.
- Implemented sales strategies aimed at acquiring new small business clients within targeted industries or market segments.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
Business Banker
State Bank and Trust
01.2017 - 10.2017
- Provided expert guidance on business financing options, helping clients secure necessary capital for growth.
- Developed customized lending solutions to meet the unique needs of small businesses and entrepreneurs.
- Maximized revenue generation through careful assessment of loan applications and diligent follow-up on delinquent accounts.
- Maintained comprehensive knowledge of banking products and services, ensuring accurate and informed recommendations for clients.
Finance Manager
BPAA
01.2013 - 10.2017
- Reviewed documentation and identified financial discrepancies where applicable.
- Streamlined month-end close process, reducing time spent on manual tasks and improving data accuracy.
- Mentored junior finance staff, fostering professional development and strong team dynamics.
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
- Strengthened internal controls through regular audits and adherence to regulatory requirements.
- Created organizational structures to improve accounting and finance functions.
Branch Operations Manager
Regions Bank
11.2013 - 09.2015
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
Education
Associate of Science - Business
Pikeville College
Pikeville, KY05-2011
High School Diploma -
Albany High School
Albany, LA05-2009
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Quality assurance
- Key performance indicators
- Problem-solving
- Teamwork and collaboration
Timeline
Client Success Team Lead
Beyond Finance
09.2022 - Current
Mortgage Loan Processor
New Rez
08.2020 - 01.2022
Account Manager II
Lumen Technologies
03.2018 - 05.2020
Business Banker
State Bank and Trust
01.2017 - 10.2017
Branch Operations Manager
Regions Bank
11.2013 - 09.2015
Finance Manager
BPAA
01.2013 - 10.2017
Associate of Science - Business
Pikeville College
High School Diploma -
Albany High School
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