Results-driven Professional eager to contribute proven solutions-oriented Customer Service background and Mortgage Industry expertise toward boosting bottom-line performance of dynamic company

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Ø  Highly proficient Customer Service rep with nine years of excellence in account management, claims and sales processing, and call-center operations in travel, insurance, and mortgage industries

Ø  Feature dynamic communication skills, effectively collaborating across all areas of operations, corporate levels and clientele to maximize results and optimize customer relations

Ø  Excel at fostering customer relations, quickly processing and researching all client needs and sufficiently resolving all requests/disputes; Proven ability to drive increased repeat/referral business by creating customer trust and providing exceptional follow-up

Ø  Expertise in planning, coordinating and managing administrative workflow and projects to efficiently meet critical deadlines and operational goals

Ø  Develop and implement best practice methodologies and ongoing improvement programs to achieve strategic and cost-effective alignment with overall goals and improved customer-satisfaction ratings

Ø  Consummate team player with strong ability to train, develop and motivate associates

Ø  Overachieving Customer Service Professional, evident by numerous company recognition awards

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Convergys, Houston, TX                                                                                                   2008-2009

Customer Service Representative

 

  Excelled at quickly resolving customer inquiries from call-center operations, providing appropriate and accurate information on behalf of major Wireless Service Provider

  Successfully retained customer satisfaction by proactively following up with respective client needs

  Demonstrated keen ability in applying appropriate assertiveness and diplomacy when dealing with upset customers, operating in the highest of professional standards; Effectively exercised independent decisions and necessary discretion in satisfying customer complaints

  Showed strong aptitude in implementing all company programs, systems, and procedures

  Displayed outstanding organizational skills with ability to set priorities and exceed goals

  Efficiently processed daily non-phone related tasks and accurately documented and updated records in required systems, maintaining consistency throughout department

 

Hewett, Houston, TX                                                                                                                                2007-2008

Customer Service Representative

 

  Efficiently handled claims processing for leading insurance and financial services provider

  Skilled at annually providing and enrolling customers in respective health care benefits packages

  Effectively processed inquiries relevant to insurance coverage questions, quickly responding to concerns and ensuring sensitive situations are handled in the highest of standards

  Assisted Training Manager in orienting new employees and drafting/updating  training materials

  Selected to coach new employees on company policies and procedures

  Achieved perfect score on all phone monitors throughout career; Received Customer Service Award for outstanding record of positive customer feedback

 

 

Aegis Mortgage Corp., Houston, TX                                                                           2005-2007

Customer Advocate

 

  Responsible for obtaining requisite documents from branches, title companies, appraisal offices and relevant agencies, continually achieving smooth processing of loans

  Displayed strong follow up skills with investors, ensuring loan purchases are processed without  unnecessary relocks or delays

  Documented database exceptions in timely manner upon receipt from investors,  and consistently updated files until completion of loan purchases

  Executed prompt and courteous service to all internal and external customers

  Showed keen sense for prioritizing and addressing customer requests in a professional manner, and provided critical client follow-up, ultimately creating high-level customer relations

  Strategically identified growth opportunities to improve customer service and workplace systems

  Assisted in design and implementation of quality improvement initiatives on departmental and organizational levels

  Exhibited team-oriented dedication in helping complete tasks and assignments, ensuring continuity of service

   

Decision One Mortgage, Charlotte, NC/Houston, TX                                                  2000-2005

Loan Specialist/Post Closer

 

  Accurately and thoroughly audited loan files for errors, ultimately attaining strictest of compliance to operating and regulatory policies

  Communicated with affiliates in efficiently executing all support office pending files; Also monitored status reports and updated pending file reports on weekly basis, verifying accuracy by reconciling pending file reports to actual loan files in pending status

  Established completed loan files, auditing for accuracy and consistency of credit and collateral documents; Reviewed all documents for completion and compliance with prescribed standards

  Effectively reported and resolved document exceptions discovered during loan reviews, and  assisted in obtaining appropriate documents necessary to close outstanding files

  Coordinated auditor s training to ensure continued compliance standards within branch operations

  Attended and completed Purchase Money training, Negotiating skills and Compliance courses

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Brookstone College, Charlotte, NC

Associate of Arts, General Studies; 1998

 

Central Piedmont Community College, Charlotte, NC

Certification, Processing 1-2; 2001

 

AllRegs Academy, Online

Basics of Mortgage Processing/Regulatory Compliance for Processors (Present)

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Microsoft Office (Word, Excel, PowerPoint, Access); Microsoft Internet and mail applications (Outlook, Internet Explorer); Lotus Notes and various other Financial Applications