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Customer Care Specialist II Resume Example

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CUSTOMER CARE SPECIALIST II
Summary

To acquire a position within a rapidly growing company that will empower me to use organizational and team work skills in a fast paced environment. Dedicated to enhancing underwriting department operations with an analytical and disciplined approach. Able to work with minimal direction to solve problems, resolve conflicts and respond to customer Inquiries.

Polite and attentive Marketing Analyst offering excellent customer service, organization and time management skills. Skilled in coordinating agent and agency activities.

Skills
  • Professional and mature
  • Database entry
  • Administrative support
  • Advanced MS Office Suite knowledge
  • Team collaboration
  • Scheduling and calendar management
  • Customer service
  • Document editing
  • Tutoring and mentoring
  • Growth planning
  • Client service
  • Network configuration
  • System upgrades
Experience
08/2016 - CurrentCustomer Care Specialist IICompany Name | City, State
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings 100% in 3 years.
  • Followed up on emailed or web-submitted customer inquiries within 2-5 business days.
  • Assistance with Flood Marketing with setup new agency codes and buy/sells.
  • Create users for agency and agents.
  • Used Salesforce and Microsoft to update customer account information.
01/2015 - 05/2016Technical Support SpecialistCompany Name | City, State
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Multitasked across systems and applications and resolved broad range of technical issues.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Leveraged tools, resources and company procedures to address and diagnose problems.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
04/2014 - 01/2015Mortgage Loan ProcessorCompany Name | City, State
  • Managed any conditions sent from underwriting departments.
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Checked approvals against established bank and government lending standards.
  • Created and completed loan submission packages.
  • Evaluated financial statements and contacted institutions and customers to clarify details.
  • Maintained complete confidentiality of all submitted information according to release guidelines.
  • Reviewed historical customer accounts to assess payment compliance andadherence to loan terms.
  • Prepared and delivered loan documents to title and escrow teams.
  • Worked with third-party vendors to address and clear loan closing requirements.
  • Checked applicant credit, personal references and employment histories.
03/2006 - 01/2012Office ClerkCompany Name | City, State
  • Created, updated and maintained detailed documents and spreadsheets by creating professional charts, pivots and filters.
  • Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction.
  • Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
  • Managed and anticipated clerical needs of company employees, including copying, faxing and file management.
  • Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant stakeholders.
  • Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
  • Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
  • Complied with confidentiality regulations in handling customer information.
  • Generated shipment invoices, prepared packages and set up courier deliveries for customers.
  • Completed, audited and updated administrative requirements related to application and onboarding process of candidates by maintaining database systems and spreadsheets.
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
Education and Training
05/1999High School Diploma
Thomas Jefferson High School | City, State
01/2015Associate of Science: Sociology
Red Rocks Community College | City, State
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Resume Overview

School Attended

  • Thomas Jefferson High School
  • Red Rocks Community College

Job Titles Held:

  • Customer Care Specialist II
  • Technical Support Specialist
  • Mortgage Loan Processor
  • Office Clerk

Degrees

  • 05/1999 High School Diploma
    01/2015 Associate of Science : Sociology

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