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DMDR Resume Example

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DMDR
Professional Summary
Experienced customer service professional with the desire to effectively and efficiently resolve issues. Eager to learn new skills and develop existing skills in order to grow as a well-rounded, knowledgeable & professional. Works well in a fast-paced, team oriented environment with an opportunity. Team motivator and customer friendly.
Work History
AT&T DMDR | Hoover, AL | March 2013 - Current
  • Interface with customers via telephone in order to provide a quality customer experience through assisting customers with any issues within the first 30 days of service.  
  • Provide best-in-class experience to ensure customers do not cancel service.   Support new customers with rate plan, feature, promotion, equipment, activation, programming and technical issues.   
  • Follow up with customers as necessary in order to ensure 100% customer satisfaction.  
  • Maintain expert knowledge of calling plans, offers, promotions, policies and procedures across multiple regions and markets.   Provide consistent and accurate information to customers preventing repeat calls.   
  • Ensure AT&T image is enhanced during customer conversations. Access, input and retrieve information from company databases, demonstrating proficiency in the use of all information systems and applications available to service the customer.   
  • Maintain working knowledge of all fulfillment processes and customer systems used by the DMDR Teams including System Order Track, 
  • Effect cross-functional alignment through building and maintaining strong relationships with co-workers, management, and other AT&T  departments.   
  • Maintain a working knowledge of all aspects of the wireless and wireline industry.   
  • Meet or exceed established performance goals.  
  • Meet or exceed all Revenue Targets   
  • Attend all required company and team meetings and training sessions.   
Wells Fargo ­ Home Prevention Specialist | Homewood, AL | April 2011 - January 2013
  • Responsible for providing single point of contact to borrowers whose loans are delinquent or at high risk for delinquency.
  • Assist borrowers to find solutions to maintain home ownership, proprietary modifications, re- payment plans, etc.
  • Interview borrowers to understand their specific situation Identify and request the appropriate documents required for loan modification review Analyze the customer's financial situation and 
  • make recommendations on loan modifications Work with customers to determine options to resolve delinquency on loans Ensure necessary information and complete packages are received in a timely manner 
  • Answer inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification, short sale and foreclosure process Identify, maintain, track and log requested documentation for loan modification review 
  • Place outbound calls to notify borrowers when additional loan document information is required or to follow up on loan docs
  • Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines Notify customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision 
  • Remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process
  • Notify and inform borrowers of changes to established dates/timelines throughout process 
  • Work with borrower to set up payment plans, follow up on good faith payments, obtain broker information for short sale process, get loan modifications signed and closed 
  • Effectively work in a team environment in an effort to achieve team/volume goals and provide superior customer service.
Venture Staffing Agency Blue Cross Blue Shield ­ Claims Data Entry Clerk | Birmingham, AL | October 2010 - January 2011
  • Provide general claims support to teams in reviewing, researching, investigating, negotiating, processing and adjusting claims Complete data entry of provided claims information 
  • Review information for accuracy and completeness Refer claims to investigators for further review and re-work Analyze and identify trends and provide reports as necessary
Sam Club Several | Hoover, AL | March 2005 - September 2010 Job Positions 
Electronics Associate
  • Provide customer service assistance 
  • Make suggestions for products and services 􏰀
Cashier
  • greeted members and insured they were checked out accurately and in an efficient manner 
  • made sure the workstation are  presentable at  all times Accurately balanced cash drawer at the end of shift 􏰀 
Cart Attendant  
  • Making  sure that the cart carrel is full with basket at all times 
  • Complete car loading at the request of members 􏰀 
Stock Associate
  • Transferred merchandise via forklift machinery 
  • Prepared stock for the next day of business 􏰀  
Claims Associate
  • Receiving returned merchandise and processing in a timely matter 
  • determining what credit the store receives for the merchandise 
  • Making sure all items are marked down weekly Communicating with all buyers on recall items 
Membership Champion 
  • Providing updated information via email about promotion concerning products throughout the store.
  • Training all Employees & Manager on up-saleing Memberships 
  •  providing and effortless customer experience while shopping 
  • Meeting all numbers for Goals.
Tele Tech ­ Verizon Online DSL Technical Support | Fairfield, AL | September 2004 - March 2005
  • Provided technical support and customer care via telephone 􏰀 Troubleshoot internet connectivity issues 􏰀 
  •  Access and configure users' computers via remote desktop 􏰀  
  • Communicated efficiently with upper-level management 􏰀
  •  Created written reports for technicians in order to solve customer concerns 
Education
Diploma P.D Jackson Olin High School
Some College
Some College Lawson State Community College Business Administration
Skills
  Windows XP - Windows Vista - Windows 7 􏰀  Office 2003 - Office 2007 - Office 2010 􏰀  Completed 80-hour internet consulting course for Verizon Internet. 􏰀  Completed courses in Microsoft® Outlook applications 􏰀  Learned and became proficient in many business specific applications 
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Resume Overview

Companies Worked For:

  • AT&T
  • Wells Fargo ­
  • Venture Staffing Agency Blue Cross Blue Shield ­ Claims
  • Sam Club
  • Tele Tech ­ Verizon Online DSL

School Attended

  • P.D Jackson Olin High School
  • Some College
  • Lawson State Community College

Job Titles Held:

  • DMDR
  • Home Prevention Specialist
  • Data Entry Clerk
  • Several
  • Technical Support

Degrees

  • Diploma
    Some College

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