Highly enthusiastic customer service professional with 10 years client interface experience. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Self-motivated with exceptional communication and computer capabilities. Patient and empathetic customer service professional with extensive background in conflict resolution and customer care. Desires Customer Service Management role. Skills l MS Windows proficient l Persuasive speaker l Quick learner l Customer service award l Exceptional communication skills l Completed telephone training seminar l Creative problem solver l Verbal communication skills l Highly Dependable l Team leadership skills l Skilled in call center operations l PowerPoint knowledge l Multi-line phone operation proficiency l Issue resolution l Adheres to customer service procedures l Well organized l Computer proficient Core Strengths Active listening skills Telephone inquiries specialist Sharp problem solver Customer service expert Strong organizational skills Adaptive team player Accomplishments Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Database Maintenance Assisted in the managing of the company database and verified, edited and modified members' information. Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Accounting, Call Center, Clientele,
Customer Service, Databases,
Filing, Finance, Invoicing, Mail, Office,
Pricing, Receiving, Recording,
Shipping, Statistics, Telephone Skills,
Careful and Active Listener, Multi-
Excel, Microsoft PowerPoint, Microsoft
Word, Organizational Skills,
Notes, Microsoft Outlook,Professional
and friendly, Creative Problem Solving,
Mortgage Servicing Document Release Processor II May 2015 to Current MB Financial Bank － Wilmington, Ohio
Handles payoff quoting, faxing, mailing, and retention for all loan types, on all servicing systems.
Disburses recording checks for Mortgage loans and mails them to the County Recorder.
Supports external and internal customers in a timely manner. Demonstrates excellent customer service skills both in person and phone. Answers phone within 3 rings and returns calls or responds to request and/or questions within 24 hour turn around.
Complies with MB Financial procedures and follows regulatory, operational, and security guidelines
Pulls legal files when release is returned from Recorder and mails release to borrower with appropriate letter.
Becomes familiar with and/or cross-trains in different aspects of fellow team members' duties.
Mails escrow refunds.
Customer Service RepresentativeNov 2011 to Mar 2015 PNC Mortgage － Miamisburg, Ohio
Managed quality communication, customer support and product representation for each client.
Faxed paperwork, answered multi-line phone system of 5 lines, mailed out documents, did spread sheets of customers escrow, sent explanation letters of customer accounts, did task through Fidelity system, OCIE, Venture express, and View2.
Guaranteed positive customer experiences and resolved all customer complaints.
Cross-trained and provided back-up for other customer service representatives when needed.
l Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing information.
l Provided an elevated customer experience to generate a loyal clientele.
l Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
l Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
l Directed calls to appropriate individuals and departments.
l Answered inquires regarding escrow accounts about customers mortgage.
l Received and faxed documentation in regards to customer accounts.
l Mailed out documentation to customers in regards to there mortgage.
l Monitored customer accounts, followed up with customers once there accounts has been updated an all errors were fixed.
l Effectively managed a high-volume of inbound and outbound customer calls.
l Answered a constant flow of customer calls with up to 50 calls in queue per minute.
l Defused volatile customer situations calmly and courteously.
l Gathered and verified all required customer information for tracking purposes.
l Addressed and resolved customer product complaints empathetically and professionally.
l Accurately documented, researched and resolved customer service issues.
l Acted professionally and patiently when addressing negative customer feedback.
l Met or exceeded service and quality standards every review period.
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Companies Worked For:
MB Financial Bank
Aramark Uniform Services
Dupont Electronic Polymers
Colonel White High School
Job Titles Held:
Mortgage Servicing Document Release Processor II
Customer Service Representative
High School Diploma 2004
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