Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Objectives Pursuing a career that is challenging which requires integrity, organizational, analytical skills and tenacity to complete the task at hand with an opportunity to expand and grow on a personal, as well as, professional level. Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.

Skills
  • Attention to Detail
  • Report Preparation
  • Case Management
  • Client Home Visits
  • Client Needs Assessments
  • Maintaining Client Records
  • Customer Service
  • Collaboration and Teamwork
  • Active Listening
  • Data Collection and Entry
  • Microsoft Office
  • Problem Solving
Education
South Tama High School Tama, IA, Expected in 05/1981 Diploma : General Studies - GPA :
Work History
Wells Fargo - ECMO Intake Specialist 1
Eau Claire, WI, 10/2021 - Current
  • Follow process procedures for proper verification of caller to ensure information is released to verified caller.
  • Setting clear expectations of next steps of complaint process after recapping customer issues/complaint.
  • Active Listening focusing on customers need for resolution of their situation.
  • Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues.
  • Experience managing complaints and objections effectively and professionally.
  • Experience successfully escalating complex issues and tracking follow-through to completion.
  • Take inbound calls from customers regarding status of their executive complaint case and set clear expectations for customer regarding next steps of complaint process.
  • Create cases using ECMP complaint Portal and non-complaint form for Mortgage Servicing Department or Retail.
  • Coaching and mentoring other team members.
  • Knowledge of Compass, EMCP , CIV , Hogan.
  • Log case from assigned Mailboxes and determines if case should be logged or forwarded to another department.
  • Coaching and mentoring other team members.
  • Conducted research, gathered information from multiple sources and presented results
Ranstad - Research and Remediation Specialist
City, STATE, 01/2020 - 10/2020
  • Follow process procedures for proper verification of caller to ensure information is released to verified caller.
  • Setting clear expectations of next steps of complaint process after recapping customer issues/complaint.
  • Active Listening focusing on customers need for resolution of their situation.
  • Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues.
  • Experience managing complaints and objections effectively and professionally.
  • Participated in team-building activities to enhance working relationships.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Exceeded goals through effective task prioritization and great work ethic
Citigroup - Tech Support/ Operations Assistant
City, STATE, 07/2009 - 09/2019
  • Flow work to reps that have ability to processing varying degrees of work, i.e.
  • Paper checks, Chapter 13 Trustee Checks, Cash window, Hardest Hit Funds, Emergency Homeowner Loan Program, investigation requests etc.
  • Research complex payment issues for Legal department, Cash Department and customers.
  • Run several automation files for business; including check requests, reject report postings, various tracking and reporting inquires, suspense work environment.
  • Pull audit information for major loan investors and conducted conference calls with auditors to field all questions and concerns.
  • Prep daily wires for accounts released to new servicer for senior management approval, maintain proper SLA, documentation and retention while working from remote location during sunset phase of employment.
  • Prepared and proofread reports detailing operations activities.
  • Gathered, organized and modeled data to assist management in making key decisions.
  • Understood key performance indicators and usage to drive results through factory-driven processes.
  • Solved problems timely and effectively, ensuring customer satisfaction
  • Assisted operations manager with planning of routine operations and special projects.
  • Developed and updated tracking spreadsheets using Excel and Access.
  • Conducted P&L statement analysis to improve daily operations, increase revenue and reduce costs
  • Coached staff on daily performance and conducted evaluations to constructively address concerns
  • Developed reporting and insights for investor relations meetings

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Resume Overview

School Attended

  • South Tama High School

Job Titles Held:

  • ECMO Intake Specialist 1
  • Research and Remediation Specialist
  • Tech Support/ Operations Assistant

Degrees

  • Diploma

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