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Work from Home Reservation Sales Specialist Resume Example

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WORK FROM HOME RESERVATION SALES SPECIALIST
Summary

High-energy Customer Service focused on promoting customer satisfaction through exceptional service. Highly successful at juggling multiple priorities at any given time while effectively handling difficult client situations.

Highlights
  • Customer Service Management
  • Complaint Handling & Resolution
  • FHA/ HUD Short Sale Guidelines
  • AS400, HomeSaver, Equator system
  • Citiworks, AWS, Cognos
  • Sales & Margin Improvement
  • Lotus Notes
  • LaserPro Mortgage
  • Team-building & Training
  • Order Fulfillment
  • Microsoft Office Programs
  • Knowledgeable about FHA, HUD
  • HUD Certified
  • FNMA, Freddie Mac, and Helock, HARSS, Refi, and Purchases
Accomplishments
  • Exceeded corporate target for customer satisfaction for 10 months in a row.
  • Promoted from a temporary employee to a permanent employee within 30 days
  • Promoted to Office Manager after 8 months of employment
  • Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
  • Won “Service Excellence Award” for instrumental role in driving record number of closings.
  • Closed over 10 million in Refi & Purchases
Experience
Work from Home Reservation Sales Specialist
May 2014 to October 2014 Hilton Worldwide － Jacksonville, FLA
  • Interact with multiple online systems to identify hotel availability and room options Provide world class customer service Work to meet all key performance indicators
  • Implemented high impact sales and marketing initiatives, resulting in increased occupancy and profitability.
  • Provide guests with the requested information concerning the city, the hotel and its services.
Credit Specialist II Safe Act
February 2013 to January 2014 Citi － Jacksonville, FLA
  • Responsible for validating closing conditions have been met and for inputting loan information into LPM so the loan documents may be prepared with proper escrow information and fees (within Citi mortgage guidelines).
  • Maintain the highest possible standard of customer service while supporting the team goals while ensuring compliance to all Citi policies.
Short Sale & DIL Specialist
August 2011 to January 2013 Bank of America － Jacksonville, FLA
  • Promoted to full-time FHA approved specialist, train customer service reps on the FHA procedures: Won "Service Excellence Award" for instrumental role in driving record number of closings.
  • Expert in customer care/communications, problem solving, relationship building and user training and support.
  • MS Office "power-user" with additional proficiencies in assorted databases.
  • Work with customers, realtors and internal management to review, negotiate, and approve deals for list price offers/counter offers on the property Coordinates short sales close with all parties, including Title Company, buyer seller and junior claim holder.
  • Closed with over 200+ short sales; Made over $35 million in revenue for the investor.
Customer Service Claims Specialist
January 2011 to August 2011 Kelly Services － Jacksonville, FLA
  • Determines proper policy coverages, and where necessary, investigates, evaluates, negotiates and equitable settles all assigned casualty claims cases in accordance with company guidelines Studied aggressive policy costing strategies for an automobile and the life insurance, medical and dental health plans
  • Responsible for preparing and submitting timely and accurate insurance claims to third party payers, assisting in the implementation of payer regulations and ensuring compliance to the regulatory requirements, and verifying payments and adjustments are appropriately applied to accounts based on government, contract or other regulations or agreements Capacity to understand and review Remittance Advice/Explanation of Benefits for payment errors, denials and under payments
  • Capability to thoroughly explain all billing issues and concerns with patients.
Family Financial Specialist
December 2009 to April 2010 Northeast Florida Community Action Agency － Jacksonville, FLA
  • Schedules appointments and interviews clients, determining eligibility based on program guidelines and completing intake applications on clients requesting services.
  • Process client information timely and accurately in the Agency's client database for the supervisor's review and compliance to Agency and funding source policies and procedures.
  • Properly prepares and manages client case records, to include case note and pertinent documentation to support decisions and results achieved.
Loss Mitigation Short Sale Specialist
August 2008 to April 2009 Penncro Associates － Jacksonville, FLA
  • Contacted delinquent, charged-off, and high-risk customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts.
  • Collected over 500,000 via short sales, collections on mortgages, and credit cards.
  • Worked with customer to establish full balance repayment plans or settlements.
  • Resolved routine billing inquiries and negotiate payment arrangements to cure delinquent accounts.
Office Manager/Administrative Assistant
February 2006 to August 2008 M & T Legal Services － Jacksonville, FLA
  • Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records Sorts and routes incoming materials.
  • Handle inbound calls Strong Microsoft Word, Excel, PowerPoint, and computer skills Prepare business reports and presentations.
  • Supervised office of 5 or more.
Mail Clerk
July 2005 to May 2006 Pitney Bowes － Jacksonville, FLA
  • Customer Service Stuffed envelopes, dealt with incoming and outgoing mail, sort mail, hole punching, shipping and boxing mail to DHL Ran monthly reports, daily huddle reports, end of the month reports.
  • Receiving, sorting and distributing post Organizing, filing and photocopying, handled mail machines.
Education
Bachelor's : Supervision & Management, 2016 Florida State College － Jacksonville , FL, United States
Associate of Arts : Business Administration , 2012 Florida State College － Jacksonville , FL, United States
  • Dean List
FL
Skills

AS400, Agency, balance, Benefits, billing, clerical, closing, Cognos, credit, client, clients, Customer Satisfaction, Customer Service, customer care, databases, database, documentation, driving, filing, first choice, government, insurance, inventory control, leadership, Team-building, loss prevention, Lotus Notes, Mac, managing, materials, medical billing, Excel, mail, MS Office, Microsoft Office Programs, office, PowerPoint, Microsoft Word, Organizing, policies, presentations, problem solving, Receiving, relationship building, safety, Sales, seminars, settlements, shipping, supervisor, user training, time management, vision, word processing

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Resume Overview

Companies Worked For:

  • Hilton Worldwide
  • Citi
  • Bank of America
  • Kelly Services
  • Northeast Florida Community Action Agency
  • Penncro Associates
  • M & T Legal Services
  • Pitney Bowes

School Attended

  • Florida State College

Job Titles Held:

  • Work from Home Reservation Sales Specialist
  • Credit Specialist II Safe Act
  • Short Sale & DIL Specialist
  • Customer Service Claims Specialist
  • Family Financial Specialist
  • Loss Mitigation Short Sale Specialist
  • Office Manager/Administrative Assistant
  • Mail Clerk

Degrees

  • Bachelor's : Supervision & Management , 2016
    Associate of Arts : Business Administration , 2012

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