Consumer Lending Specialist
Verified Expert
Expert Topics
Expert Topics
Auto Loans
Video Conference
Designer
Entrepreneur
Impact and Results
Optimization
Improved overall response quality from 29% at launch to around 80% within a few weeks.
Enhancement
Contributed continuously to increasing the member services call center quality from 95% to 98% since TruAssist/Senso’s launch.
Streamlining
Helped reduce overall hold time for member calls by 6 seconds.
Efficiency
Assisted in reducing overall call time to resolve member requests by 31 seconds (from 6 minutes 8 seconds to 5 minutes 37 seconds on average).
Expertise
Senso Platform Administration
Knowledge Base Management
Document Revision and Creation
Cross-departmental Collaboration
Staff Training and Onboarding
Konrad’s testimonial poster
“ With Senso, document retrieval is 12 times faster. This dramatically improves communication between our back-office and frontline teams, ultimately allowing us to serve our members better than ever before “
