Frontline Customer Service resume example with 14+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. VeryĀ customer-oriented and successful at troubleshooting and handling customer support issues in a timely manner. Energetic employee with strong time management skills who thrives in a fast-paced, dynamic environment.
Systems and Skills
Government loans (FNMA, FHLMCA)
Private investor's and Conventional loan guidelines. Prime loans, non-prime loans, Home equity lines of credit.
MSP, Lender Live,LPS Desktop
I vault, Fastrieve
Vendor Scape, Fortracs
Fidelity, LS,Fast Famos
Lean,Synergy
Avaya Software knowledge
Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook).
Fast learner with outstanding customer service skills
Proven track record as a
top performer and self-starter
Skilled in call center operations
Exceptional workflow management
Adheres to customer service procedures
Strong problem solving aptitude
Familiarity with Key Performance Indicators (KPIs)
Extensive history with predictive dialers
Handled Volatile Customer Situations
Excellent Communication Skills
Proficiency In Conflict Resolution
Education
Thomas Jefferson High SchoolPort Arthur, TxExpected in 1992 ā āHigh School Diploma: - GPA:
Certifications
State of Texas Insurance License
General Lines-Life, Accident, Health and HMO
Ā License Ā Number: 1792340----National Producer Number : 16804877
Issue Date: 10/11/2012 Expiration Date: 1/8/22017
Work History
Homelight - Frontline Customer Service , , 06/2015 - Current
Assist bank customers with questions or concerns about their deposit banking accounts.
Review the account for any fee refunds, deposit holds, bank holds and anything elseĀ the customer needs.
Assist withinĀ Ā my scope of knowledge and if not familiar,Ā I get them connected with the correct department.
Also assist in closing accounts as well as changing the account types.
All of this is done through online Chat with the customer.
Effectively managed a high-volume of inbound and outbound customer calls.
Address and resolve customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Novo1 - Licensed agent , , 10/2014 - 06/2015
Currently working in the Cuna Mutual (Life Applicant Upgrade) Sales Dept.
Make outbound calls to credit union members and advise that their life insurance applications have been approved and offer them the opportunity to upgrade their coverage.
Make a minimum of 60 calls per day.
Also answer inbound calls from credit union members.
Effectively managed a high-volume of inbound and outbound customer calls.
Innovative Health Insurance Partners - Certified Health Care Reform Specialist , , 11/2013 - 07/2014
Assist in enrolling independent trucking company drivers into Major Medical plans that are compliant with the Affordable Health Care Act.
Also educated the drivers on the possibility of having to pay a tax penalty if not enrolled in a compliant plan.
Help driver choose the plan that is best for them and their families.
Explained the difference in plan deductibles, copayments and co insurance.
Also sold supplemental and limited medical plans to individuals as well.
Also assisted in training new agents on product knowledge and scripting for calls.
Any other duty asked by the manager.
Novo1 - Licensed agent , , 09/2013 - 11/2013
Worked on the Medicare prescription drug and Medicare supplements campaign for Transamerica during the annual open enrollment period.
Took inbound calls and enrolled seniors in prescription drug and Medicare supplements that was best for them.
Educated the callers on Medicare rules and regulations when it comes to supplements and part d plans.
Also completed whatever task asked to do by supervisor.
Gathered and verified all required customer information for tracking purposes.
First American Title Company YOH Temporary Service - Curative Associate , , 05/2013 - 09/2013
Perform all the outstanding title work for Bank of America refinances.
Review and research titles with additional liens on them to assure that title company remains in first position during the process.
Assist the bank in preparing subordination agreements with sub-lenders.
Review and approve subordination agreements.
Request payoffs, lien releases and paid close letters.
Prepare deed request, remove additional liens and judgments from title during the clearing process.
JP Morgan Chase - Operations/Collections/ Quality Assurance/Customer Service , , 05/2009 - 09/2012
Effectively managed a high-volume of inbound and outbound customer calls.
Performed quality reviews for the
Process Control Department to ensure proper coding and review of accounts.
Updated and analyzed daily compliance, missing documents, denial and initial
package reports.
Confirmed
current and accurate foreclosure sale hold/cancel decisions prior to the sale
date.
Communicated with attorney to ensure foreclosure hold/postponementsĀ accurately based on review.
Completed director
scripting in MSP for the foreclosure review department.
Ā Monitored and evaluated business unit
calls to ensure compliance with specific policies, procedures, and standards.
Provided effective feedback on calls monitored to improve agent performance.
Attended calibration meetings to maintain efficiency and consistency in call
monitoring.
Ā Assisted customers to
prepare for applications for loan modifications.
Ā
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Resume Overview
School Attended
Thomas Jefferson High School
Job Titles Held:
Frontline Customer Service
Licensed agent
Certified Health Care Reform Specialist
Licensed agent
Curative Associate
Operations/Collections/ Quality Assurance/Customer Service