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mortgage support assistant resume example with 11 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Professional and knowledgeable Office Administration versed in administrative support and customer service. Offering 10 years of experience managing company reputation with customers. Highly efficient and accurate with strong planning, problem-solving and communication skills. Talented Program Assistant with 10 years of experience supporting program leaders achieve optimum results. Productive team-player when supporting daily activities to enhance program. Expert at managing multiple tasks .Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 10 years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.

Skills
  • Project planning
  • Scheduling and calendar management
  • Report analysis
  • Workflow planning
  • Office administration
  • Customer and client relations
  • Running reports
Work History
Mortgage Support Assistant, 09/2017 to Current
Glass Doctor - NorcrossDaytona Beach, FL,
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Involved in multimillion dollar product testing.

  • Created and implemented standard operating procedures for document disclosures and ordering mortgage information.
  • Analyzed and managed over 50 weekly disclosures for various Fortune 500 and 100 companies.
  • Maintained daily reports and advised executive leaders in decision-making processes.
  • Managed filing system, entered data and completed other clerical tasks.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Successfully completed special projects to exceed goals of both mortgage department and overall organization.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Senior Customer Service Agent, 09/2015 to 04/2017
Glass Doctor - NorcrossFort Worth, TX,
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Responded proactively and positively to rapid change.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Effective liaison between customers and internal departments.
  • Handled over 20 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Facilitated the shipment of bulk international goods.
  • Took cash and credit card payments via phone, in person and through email.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Researched product locations at different facilities to arrange and coordinate drop shipments.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
Senior Customer Service Agent, 06/2010 to 09/2015
Federal ExpressCity, STATE,
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Checked status of ordered shipping supplies to coordinate an efficient logistics operation.
  • Coached new team members to assure fast and efficient department structure.
  • Researched product locations at different facilities to arrange and coordinate drop shipments.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Took cash and credit card payments via phone, in person and through email.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Handled over 20 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Effective liaison between customers and internal departments.
  • Handled rush hour customers in fast-paced holidaysetting in coordination with solid team of 3 customer service associates.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Operated POS system to itemize and complete average of 300 daily customer purchases.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and backed up other customer service managers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
High School Diploma: , Expected in 06/2010 to Booker T Washington High School - Pensacola, FL,
GPA:

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Resume Overview

School Attended

  • Booker T Washington High School

Job Titles Held:

  • Mortgage Support Assistant
  • Senior Customer Service Agent
  • Senior Customer Service Agent

Degrees

  • High School Diploma

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