Customer Service Specialist Upselling Agent resume example with 4 years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
Energetic Client Services Representative with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer Service Specialist with more than 5 years of professional customer service and leadership experience. Resourceful financial professional adept at recommending loans and managing multi-million dollar portfolios. Loan Processor whose talents shine in a competitive, innovative and creative environment. Skilled in designing strategies to increase sales, client retention and customer base.
Skills
Microsoft Office.
Able to type 40+ wpm.
Exceptional communication skills
MS Windows proficient
Exceptional communication skills
Creative problem solver
Quick learner
Strong client relations
Credit card processing
Skilled in call center operations
Customer service award
Work History
Customer Service Specialist/ Upselling Agent, 10/2016 - 2017 Neighbors Credit Union – Saint Louis, MO,
Inform customer of deals and promotions.
Contact various carriers to verify employees and their dependents.
Attempt to persuade customer to reconsider cancellation.
Sell products and services.
Utilize computer technology to handle high call volumes.
Assist with login assistance for our clients' employees.
Close out or open call records.
Compile reports on overall customer satisfaction.
Handle changes in policies or renewals.
Meet crucial deadlines requested.
Perform any additional duties/activities assigned by management.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Evaluated consumer reports on a monthly basis.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Mortgage Loan Processor/ Customer Service Specialist, 05/2016 - 08/2016 JP Morgan – City, STATE,
Gather documents, submit complete loans to underwriting and clear outstanding conditions and prep and submit files to closing.
Management of individual pipeline to ensure that all regulatory and compliance requirements have been met in the appropriate time frames.
Responsible for ensuring that all loan documentation is complete accurate verified and complies with company policy.
Verify loan documents including income credit appraisal and title insurance ultimately preparing application for submittal to underwriting.
Review file documentation and make sure all items needed are requested.
Order and coordinate loan documents.
Meet crucial deadlines requested.
Perform any additional duties/activities assigned by management.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Recommended loan approvals and denials based on customer loan application reviews.
Originated, reviewed, processed, closed and administered customer loan proposals.
Submitted loan applications to the underwriter for verification and recommendations.
Successfully closed an average of 15 loans per month.
Loan Processor/ Customer Service Specialist, 11/2015 - 02/2016 Avant Credit – City, STATE,
Follow up with clients to clarify important points.
Give the "green light" to eligible candidates and report decisions with sound arguments.
Finalize loan contracts and keep clients informed in rules and obligations.
Remain up to speed regarding lending and other financial services.
Identify customer needs, explore all options and suggest different types of loans.
Cultivate trustworthy referral networks, suggest alternate channels and cross-sell products and services.
Serve as initial point of contact for the program.
Act as a liaison between borrower, underwriter, loan originator and lender.
Provide customer with timely and periodic status updates of their loan application.
Return all inquiry calls within one business day Customer Intake and Data Entry.
Collect required documentation from applicants and follow up on missing items.
Establish, maintain, and update files, databases, records, and/or other documents for recurring internal reports.
Answered a constant flow of customer calls with up to 20 calls in queue per minute.
Effectively managed a high-volume of inbound and outbound customer calls.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Customer Service Specialist, 04/2015 - 10/2015 Landauer Inc – City, STATE,
Write-up and enter service part and standard product order data into the system to generate sales work orders.
Identify and enter all critical information necessary for a new account creation.
Follow up on orders, check on shipments and modify orders as necessary.
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Effectively managed a high-volume of inbound and outbound customer calls.
Managed high call volume with tact and professionalism.
Initiated operations improvements to improve overall call center productivity.
Documented all customer inquiries and comments thoroughly and quickly.
Responded to all customer inquiries thoroughly and professionally.
Referred unresolved customer grievances to designated departments for further investigation.
Answered customer questions about product availability and shipment times.
Client Services Associate/ Customer Service Specialist, 10/2014 - 03/2015 Bswift – City, STATE,
Work with customer service manager to ensure proper customer service is being delivered.
Assist with the selection and completion of healthcare benefits for various clients and their employees.
Inform customer of deals and promotions.
Contact various carriers to verify employees and their dependents.
Attempt to persuade customer to reconsider cancellation.
Sell products and services.
Utilize computer technology to handle high call volumes.
Assist with login assistance for our clients' employees.
Close out or open call records.
Compile reports on overall customer satisfaction.
Handle changes in policies or renewals.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Assist with accurately completing the application for federal student aid (FAFSA) and making corrections to those applications if needed.
Assisted with scholarship research and application.
Assist students with organizing their post secondary plans and goals.
Assisted with scholarship research and application.
Implement and apply Microsoft Office Programs to create plans for schools.
Conduct events and setup/host Info Tables for students and their parents.
Provide accurate, complete, and sensitive counsel to students facing academic, financial, and social barriers to higher education.
Deliver quality presentations to middle, high school, and college student audiences.
Represent ISAC at college fairs, financial aid nights, conferences, and related events.
Promote programs and services offered by ISAC to communities throughout the state.
Provide technically proficient, yet easily accessible advice and information to the parents of potentially college-bound students on the college admission and financial aid application process.
Alumni Development Specialist, 04/2011 - 11/2012 Eastern Illinois University – , ,
Plans, coordinates, and implements alumni fundraising efforts, including the annual giving campaign and other activities in conjunction with the Dean of Institutional Advancement and the College Foundation Board.
Coordinates alumni communications, including writing/editing of alumni newsletters and/or magazines.
Processes all incoming payments for alumni programs and annual giving campaign, including entry of payments into alumni database and preparation of bank deposits.
Oversees and maintains alumni database.
Maintains accurate financial records (in a software application environment) in conjunction with the Foundation Office.
Writes and manages materials for the alumni website.
Represents Alumni Association and the Foundation at various meetings and functions.
Education
Bachelor of Arts: Communications: Interpersonal Communication , Expected in December 2012 - Eastern Illinois University - Charleston, Illinois GPA:
Minor in Theatre Arts
Recipient of Black Caucus Scholarship
Recipient of General Assembly Scholarship
Media and Communications coursework
Coursework includes: Speech and Communication, Sociology and Psychology
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Resume Overview
School Attended
Eastern Illinois University
Job Titles Held:
Customer Service Specialist/ Upselling Agent
Mortgage Loan Processor/ Customer Service Specialist
Loan Processor/ Customer Service Specialist
Customer Service Specialist
Client Services Associate/ Customer Service Specialist