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Click here or scroll down to respond to this candidateCandidate's Name
Arlington, TN Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEWork ExperienceCustomer Service RepresentativeDovenmuehle Mortgage, Inc. - Lake Zurich, ILJune 2022 to October 2022Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff. A Appropriately refer inquiries and research requests to the applicable department or staff member. Verify and change account information, process and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases. Prepare and send account information and other correspondence to borrowers, clients, and other third parties.Document all activity timely and accurately in appropriate databases.Represent Private Label clients by using organizational names accurately wheninteracting with their customers.Assist with outbound telephone call projects, such as welcome calls or task completion calls.Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client. Maintain a minimum of 75 incoming calls per day with at least a 90% quality score.Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.Comply with Code of Conduct and regulatory training requirements.Successfully complete annual regulatory compliance training.Additional duties as assigned.Customer Service RepresentativeArise platform - New JerseyApril 2020 to February 2021Assist Medicare members with transportation, taking inbound calls. Locate and contact transportation providers for members, if the driver is late scheduled Lyft rides for members also scheduled Lyft ride for members, provided bus tickets and bus passes to members, verified eligibility of members and provided excellent customer service.Sr Global Account RepresentativeFedEx - Memphis, TNJune 2000 to June 2013Lead position where I handled inbound calls, irate calls and email requests from Account Executives/Sales. I would analysis, process and resolve issues that the Account Executive had with customer pricing, discounts and rebates. I also handled inbound /outbound irate calls for government, duty and taxes, monitor service level and representatives calls, enter payroll, process vacation/shift schedules, train representatives, assign customer billing inquiries to representative ( write in paperwork), pay by phone and assist representatives with any issues and concerns they may have to ensure excellent customer satisfaction.I received numerous Bravo Zulu, Purple Promise and Vice President awards in regards to excellent customer satisfaction performance.Senior Customer Service RepresentativeFedEx - Memphis, TNDecember 1989 to June 2000Handle in a very polite and knowledgeable way inbound/outbound customer calls regarding their invoicing issues. Resolve, analyze and correct mistakes on customer billing invoices, process pay by phone and provide excellent customer services. During my customer service years I received severalPurple Promise Awards from management and numerous customer appreciation letters.EducationAssociate in Business Administration in Business AdministrationBethel College - Memphis, TNMay 2011 to May 2013 |
