Well-qualified Home Mortgage Customer Service Specialist proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Hardworking Customer Service Representative offering empathy, reliability, and enthusiasm for maintaining customer satisfaction and contributing to company success.
Skills
Complaint resolution
Multi-line phone talent
Technical support
Money handling abilities
Good listening skills
Recordkeeping strengths
Computer proficient
Administrative support
Quick learner
Strategic sales knowledge
Service standard compliance
Training development aptitude
Procedures understanding
Professional telephone demeanor
Staff education and training
Account management
Receiving support
Data entry
Creative problem solving
Education
Baptist University of The AmericasSan Antonio, TXExpected in – –Associate of Arts:Cross-Cultural Studies And Theology - GPA:
Northwest Vista CollegeSan Antonio, TXExpected in – –Associate of Arts:Elementary School Teaching - GPA:
William Howard Taft High SchoolSan Antonio, TX, Expected in 06/2007 – –High School Diploma: - GPA:
Certifications
Mortgage Servicing Specialist I & II
Customer Interaction Program
Work History
State Of Idaho - Customer Service Representative 2 Hayden, ID, 09/2019 - Current
Responded to customer requests for products, services and company information.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Offered advice and assistance to customers, paying attention to special needs or wants.
Answered constant flow of customer calls with up to 200 calls in queue per minute.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Compiled customer feedback and recommended service delivery improvements to management.
Answered customer telephone calls promptly to avoid on-hold wait times.
Provided primary customer support to internal and external customers in fast-paced environment.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Entered customer interaction details in CIV to track requests, document problems and record solutions offered.
Recommended Financial Health and Success to customers, thoroughly explaining details.
Working knowledge of policies and procedures
Adaptability to diverse organizational environment
Provide exceptional and professional customer service
Well-organized approach with attention to accuracy and detail
Working knowledge in CIV and operational systems
Adaptability to fast-paced, multitasking work environment
Neurocare Home Health - Direct Care Staff Davison, MI, 06/2014 - 06/2016
Assisted residents in preparing for activity and social programs.
Supervised daily activities and provided assistance when needed.
Developed rapport to create safe and trusting environment for care.
Assisted with daily living activities by helping with hygiene needs, and household chores.
Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
Maintained clean, safe and well-organized patient environment.
Reported any unusual or urgent circumstances in resident's condition or environment immediately to shift manager and supervisor.
Worked to improve and enhance lives through effective and compassionate care.
Maintain positive relationships with clients, staff as well as have a good rapport with therapists, student interns, families, and volunteers
Chart residents' daily progress and activities completely and accurately
Document all serious incidents completely, accurately, and in a timely manner
Utilize positive child management techniques including verbal redirection, de-escalations and containment
Participate in daily community meetings
Teach constructive behavior and social skills
Teach realistic problem-solving behaviors, responsible time and money management, and life skills
Maintain appropriate boundaries with residents at all times
Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Handled all incoming business and client requests for information.
Performed billing, collection and reporting functions for office including budget management for maintaining daily records
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Optimized organizational systems for payment collections, deposits and record-keeping.
Account Management
Provided exceptional and professional customer service
Property Management
Well-organized approach with attention to accuracy and detail
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