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Street Address  Santa Clara CourtConyers, GA Street Address
EMAIL AVAILABLE PHONE NUMBER AVAILABLECUSTOMER SERVICE/RESOLUTION SPECIALIST/ADMINSTRATION SKILLSProfileDedicated CSR/Resolutions Rep with 20 years+ of experience in Customer Satisfaction andAccount Resolutions. Motivated to maintain customer confidence and contribute to companysuccess. Proven ability to establish rapport with clients and exceed ALL company cultureexpectations. Reliable and Driven with exceptional time management and prioritization skills.Work ExperienceNational Vision INC.  Customer Service/ Insurance Billing11.2021-03/2024Handled customer/client calls regarding Insurance inquires, collection of past accounts, conduct conference call with customer s and insurance companies, provides detailed notes in our point of sale systems, completes a high balance investigation to find new ways of bad billings by researching insurance plans, make outgoing calls to insurance companies to inquire the status of unpaid claims.Assurant Specialty Property - Senior Customer Care Rep II (Escrow and Insurance)/Resolution Specialist/Claims SpecialistPHONE NUMBER AVAILABLEInbound/Outbound One Call Resolution Specialist for large client banks Chase/NationStar/HSBC/Citibank Mortgage customer. Track homeowners insurance policies, home equity and flood insurance policies to ensure that Federal and GSE regulations are maintained. Processed insurance docs (cancellations, renewals, endorsements etc.) from major insurance companies for customer payments, carrier switches and updates. Mortgage Claims setups and processing as per GSE guidelines, funds release requests and all exception processing. Acting SME. Assisted floor reps with escalations, training and escalated loan resolution issues.Office Depot Inc. - CFR Resolution Specialist/CSR Representative1999  2013Handled customer/client calls regarding existing accounts. Made requested account changes and responded to questions and concerns about service or orders and escalated calls appropriately. Consulted with customers to evaluate needs and determine best options, counseled customers on ALL options for satisfactory service, upgrades of service and offer any additional options. Promptly responded to inquiries from clients, and staff via phone, mail, fax and email. Consistently improved customer satisfaction and was awarded Office Depots Letter of Recognition for OUTSTANDING service .EducationPTC BUSINESS SCHOOL - Professional Certificate/Business Administration1989Related Courses: Data Entry, Software Application, Psychology, Public SpeakingDEKALB COMMUNITY COLLEGE  Early Childhood Education1985-1987Skills ALL Microsoft Office Suite/MAC Office/Adobe Applications Mortgage and Property Escrow, Tax, Insurance and Insurance Claims GSE Damage Claim Procedures 10-Key Touch/45 GWPM Customer Relations/Conflict Resolution Account Maintenance/Reconciliation Order Processing/Billing/Accounts Receivable Oracle/AS400/AOPS Office Supply/ Form Building and Inventory Seratel/Cisco Telephone SystemOffice Management (Training & Supervision)