CUSTOMER SERVICE TRAINER/ FACILITATOR / HUMAN RESOURCE SUPPORT Self-motivated professional that is proficient in developing creative solutions, and implementing objective decisions. Creative ability in motivating, coaching and developing others. *Executed training plans, evaluated competencies while functioning as customer service SME and leading other faculty *Facilitated training both in adult classroom setting and call center *Applied creative teaching methods to accommodate diverse learning styles. *Multi-task oriented and able to meet deadlines * organized and attention to detail. Efficient working in a fast-paced high volume team environment. Support to human resources coordinating job fairs, screening processes. CORE COMPENTENCIES Coaching & Development Leadership & Team Building Call Center Awareness Customer Service SME Training Coordination Microsoft Office/ Outlook Proficient Windows Quality Relationship Building Budget Control Debt Collections Property & Casualty Insurance Long Term Care Insurance Curriculum Planning Developed Listening Skills Multi-Task Oriented Wide Range of Practical Skills Fast Learner/Solid Decision Maker Credit Analyst Customer Service Manual Developer Windows 8/Lotus Notes Adult Learning Bottom Line Loan Servicing Excellent Communication Skills SAP SD Transactions Familiarization
Associate October 2014 to CurrentCharles Schwab & Inc. / Randstad Technologies - Indianapolis, IN
Follow up with clients via outbound, email, faxing and mail.
Familiarity with ERISA (Employee Retirement Income Security Act), knowledge of the scope of Power of Attorneys & Trust authority.
Requires attention to detail to insure accuracy and quality customer service for both internal and external clients.
Occasional inbound telephony to assure customer service availability is met.
Excel, Microsoft Outlook, Windows, DOS, Word, and PowerPoint skilled.
Foreclosure Prevention Specialist December 2011 to January 2014Aurora Bank/Nationstar Mortgage LLC - Indianapolis, IN
As Single Point of Contact effectively built and managed more than 200 client relationships.
Performed daily maintenance of the loan applicant database, adherence to all federal and state guidelines relative to retail mortgage lending.
Obtained updated property valuation title reports, attorney recommendations, credit analysis and debt collections for loss mitigated accounts.
Forecasted account resolution and delinquency projections * Maintained first & second place ranking out of 5 loss mitigation groups * Effectively resolved loans that exceeded over $48 million dollars revenue * Reduced loan rejection rate from 50% to 13% thru loan counseling & processing * Facilitated document corrections that ensured regulatory compliance for FNMA, FHMLC, FHA * Consistently surpassed 80% quality with 95% and higher QA scores call center environment * Completed training for SAP SD Transactions.
Long Term Care Specialist April 2007 to November 2011LTCG/Univita Health INC - Carmel, IN
Provided long term care benefit coverage, premium coordination and quality customer service via inbound/outbound telephony.
Processed long term care claims, provided follow-up for issues and diplomatically resolved customer complaints thru active listening and soft skills * SME for long term care policy coverages *Trained advocates on application & processes * made recommendations to management for coaching opportunities * Articulated claim and benefits with excellent verbal & written communication.
Business Instructor/Ambassador November 2004 to March 2007Indiana Business College - Indianapolis, IN
Provided adult learning via classroom instruction, lectures, online and demonstrations.
Coached, developed and motivated students thru creative teaching methods.
Counseled & advised students thru regularly scheduled office hours, routinely met with students regarding class issues and learning interruptions to discuss solutions.
SME for Management, Principles of Business, Sales, Marketing, Economics, Public Speaking and College Skills * Creative teaching style inspired students to translate their academic interests into the real world by taking positive actions *Developed & implemented interesting and interactive learning mediums to increase student understanding of course materials * Applied progressive teaching principles & managed a class average of 32 adult students * consistently exceeded retention of 80% to 87% on a quarterly basis * Developed curriculum to promote student interest & receptive learning * Developed, administered and corrected quizzes and tests in a timely manner * Received high remarks for the creativity of classroom lesson plans and instructional techniques* Excellence in Customer Service * Coordinated/conducted Leadership Workshop * Communication in Corporate America Workshop * Completed Management Awareness workshop.
Personal Lines Claim Representative November 2003 to May 2004Safeco Insurance - Indianapolis, IN
Captured, and serviced personal lines claims in call center environment.
Provided excellent customer service, investigated and evaluated loss for claim adjudication.
Negotiated damage repairs for policy holders, set up rentals and process express payments to maximum of $2500.
N.E. Regional Executive Coordinator December 2001 to November 2003Safeco Insurance - Indianapolis, IN
Promoted to serve as liaison between N.E.
Regional Vice President and clients regarding client accounts and new business.
Arranged travel, visas, agendas, necessary contacts and country information.
Designed PowerPoint presentations for monthly divisional meetings with top-level executives.
Collaborated with other administrative team members, call center operations, human resources and finance department on special projects and events.
Handled and distributed all incoming and outgoing mail.
Supported human resource processes by administering tests; scheduled appointments; conducted orientation; maintained records and maintained employee confidence and protected operations by keeping human resource information confidential.
Compiled and distributed meeting minutes as appropriate, created and maintained computer and paper based filing and organization systems for records, reports and documents.
Created regional demographic loss & production reports, created new business kits for NE regional insurance agencies.
Built long term relationships and multi-tasked to meet required deadlines for executive leaders.
Coordinated & implemented Customer Service week for 400+ employees staying well under $5K budget * Developed process improvements and customer service manual to enhance efficiency and effectiveness of inter-department call center operations.
BACHELOR OF SCIENCE : SOCIAL Business ManagementCentral State University - Wilberforce, OH, USASOCIAL Business Management
academic, administrative, attention to detail, attorney, benefits, budget, call center, coaching, counseling, creativity, credit analysis, client, clients, excellent customer service, Customer Service, database, DOS, Economics, email, faxing, filing, finance, human resource, human resources, instruction, insurance, Leadership, regulatory compliance, lesson plans, listening, Marketing, materials, meetings, Excel, mail, office, Microsoft Outlook, PowerPoint, PowerPoint presentations, Windows, Word, mortgage lending, processes, Public Speaking, quality, QA, express, repairs, retail, Sales, SAP SD, teaching, telephony, valuation, written communication