customer care representative ii resume example with 6+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Positive and upbeat Customer Service Specialist bringing over 6 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

  • Documentation and reporting
  • Payment processing
  • Professional telephone demeanor
  • Multi-line phone talent
  • Computer proficient
  • Complaint resolution
  • Account management
  • Credit card processing
  • MS Office proficiency
  • MS Word
  • Analytical
  • Team player
  • Critical thinker
  • Self-directed
  • Strong interpersonal and communication skills
  • Strong negotiation skills
  • Effective written and verbal communication skills
  • Knowledge of FHA,FNMA,
  • Mortgage Loan Servicing
Work History
Customer Care Representative II, 05/2019 - Current
Cenergy Greeley, CO,
  • Answer between 75-100 calls per day
  • Verifying the caller by requesting personal information and making sure to authenticate the account with the customers personal identification code (pic)
  • Speak with enthusiasm and being certain to maintain a positive tone throughout each call
  • Review customer contracts answering inquiries regarding services, renewals, and end dates
  • Send documents upon request ( Monitoring Certificate, Contract, Billing Statement)
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Defused customer concerns with exceptional conflict and problem resolution skills
  • Conferred with customers about concerns with products or services to resolve problems and drive sales
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
  • Entered customer interaction details in Chudly / MMB to track requests, document problems and record solutions offered
  • Managed billing, service and account issues for customers
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Developed client rapport by promptly processing requests and resolving financial discrepancies
  • Responded to customer needs through competent customer service and prompt problem-solving
Response Specialist, 06/2017 - 02/2019
Sirius Xm Radio City, STATE,
  • Improved quality processes for increased efficiency and effectiveness
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
  • Handled incoming calls from customers regarding subscription status, renewal, cancellation with an objective to maximize subscriber retention
  • Used a personalized, benefits-based sales approach, responsible for up-selling and/or cross-selling of premium and/or multi-year service packages
  • Ability to remain calm during high stress call. (car accident, stolen vehicle...etc)
  • Ability contact dispatch when appropriate
  • Knowledge of Connected vehicle services
  • Responsible for utilizing a sales-through-service approach in retaining customers wishing to cancel services
  • Used logic and reasoning to identify and resolve issues
  • Worked effectively and efficiently to respond to customer requests in a timely manner
  • Built appropriate rapport with customers and clients.
  • Ability to effectively diffuse high-tension situations
  • Managed customer relationships by performing the full range of customer service functions
  • Used common courtesy to achieve customer loyalty
  • Empathize and acknowledge customer to create trust and partnership
  • Used negotiation and problem-solving skills to resolve customer concerns
  • Identified and assesses customer's needs based on interactions
  • Utilized tools and resources on every call and reviews customer account information to make appropriate product and service recommendations to customers
  • Offered and educate on the benefits of products and services and explains how the recommendation will add value to the customer
  • Educates customers on the value of services and works to retain customer base
  • Demonstrates personal commitment to SiriusXM code of conduct and business
Loan Modification Processor, 08/2013 - 11/2016
Wingspan Portfolio Advisors City, STATE,
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories
  • Verified credit histories, personal references and employment backgrounds for each applicant
  • Filed completed loan applications with underwriting and made approval or denial recommendations
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
  • Serviced an average of 30+ mortgage loan per day
  • Managing multiple systems to complete loan such as: Citrix, LMP, LMS, AS400
  • Searched for and attached all files needed to complete loan, once all documents were attached, the completed file was submitted to Underwriting for the final review
  • Abide by Federal and state guidelines
  • Adhered to established policies, procedures and compliance for satisfactory audit rating
  • Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants
High School Diploma: , Expected in 05/2013
Penn Foster Career School - Scranton, PA
Status -

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Penn Foster Career School

Job Titles Held:

  • Customer Care Representative II
  • Response Specialist
  • Loan Modification Processor


  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: