Frontline Customer Service resume example with 14+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Very 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

Thomas Jefferson High School Port Arthur, Tx Expected in 1992 High School Diploma : - GPA :

State of Texas Insurance License

General Lines-Life, Accident, Health and HMO

 License  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 else the customer needs.
  • Assist within  my scope of knowledge and if not familiar, 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/postponements  accurately based on review.
  • Completed director scripting in MSP for the foreclosure review department.
  •  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.
  •  Assisted customers to prepare for applications for loan modifications.  
EMC Mortgage - Loan Resolution Specialist
, , 08/2008 - 05/2009
  • Made outbound calls to past due customers.
  • Negotiate with customer's regarding collection issues and account reconciliations.
  • Took payments from customers.
  • Researched payment history using  variety of  systems.
  • Set up repayment plans, special forbearance plans.
  • Helped educate the customer on the importance of getting back on track with payments.
  • Assisted customers to prepare for applications for loan modifications.
  • Effectively managed a high-volume of inbound and outbound customer calls.
First Horizon Home Loans - Loan Resolution Specialist
, , 04/2008 - 06/2008
  • Made outbound calls to past due customers.
  • Took inbound calls, and processed payments from customers.
  • Helped homeowners come up with options to save their homes.
  • Set accounts up for loss mitigation process.
CitiFinancial Auto - Back End Collector
, , 04/2007 - 04/2008
  • Responsible for collecting on past due auto loans that were between 30-120 days past due.
  • Worked and managed accounts.
  • Called customers as necessary to set up arClairements.
  • Completed skip work on accounts with invalid phone numbers.
  • Set up accounts for repossession.
Citi Capital - Property Tax Collector
, , 09/2005 - 04/2007
  • Collected on past due personal property taxes and past due commercial business loans for Konica Minolta Business Solutions.
  • Worked with accounts that were past due from 30- 160 days past due.

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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
  • Loan Resolution Specialist
  • Loan Resolution Specialist
  • Back End Collector
  • Property Tax Collector


  • High School Diploma

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