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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Austin, TXSUMMARYSeasoned professional with 12 years of experience in customer service and document management, seeking a Senior Customer Service Representative role. Excelled in resolving customer inquiries and streamlining communication at LegalZoom and Guild Mortgage Company. Proven track record in improving efficiency and quality control, with expertise in data analysis and reporting.WORK EXPERIENCELegalZoom Austin, TXDocument Fulfillment Agent Jan 2024 - Aug 2024 Ensured accurate and timely document order fulfillment, meeting customer and regulatory standards. Enhanced document processing efficiency by resolving issues and meticulously tracking production times. Addressed customer inquiries throughout the fulfillment process, providing clear and effective communication. Guild Mortgage Company Austin, TXRegional Suspense Coordinator Aug 2020 - Jun 2023 Managed the coordination of documentation requirements and response to suspense notifications, maintaining a record of no overdue items in the Suspense Items Inquiry. Enhanced borrower communication and documentation workflow, expediting the resolution of outstanding items and required document re-recording. Partnered with the Regional Operations Manager to identify procedural trends and executed enhancements, which improved team efficiency and minimized training disparities. Produced and assessed regular reports on suspense rates, informing strategic operational improvement discussions with the Regional Operations Manager.Texas Service Life Insurance Co. Lakeway, TXClaims Processor Dec 2019 - May 2020 Processed claims with a strong emphasis on accuracy, effectively managing communication and documentation to resolve inquiries and ensure comprehensive claim file integrity. Assessed customer policy details to accurately determine claim eligibility, upholding rigorous quality control standards in the attachment and organization of supporting media. New Business Entry Specialist Apr 2018 - Dec 2019 Processed and recorded new life insurance policy data, adhering to various state compliance regulations. Managed daily sales reports, pinpointing and resolving discrepancies in policy information to streamline processing. Assisted in the training of new associates, contributing to improved efficiency and collective expertise within the department.Conduent Austin, TXCustomer Service Representative Sep 2017 - Oct 2017 Addressed and resolved customer inquiries and complaints, achieving high levels of account accuracy and customer satisfaction with a focus on one-call resolution. Processed financial transactions and maintained accurate customer account information, utilizing an online register system to ensure efficient service delivery.Sears, Roebuck and Co. Round Rock, TXSr. Reporting Specialist May 2011 - Jun 2017 Established a quality control process to improve data reporting accuracy, identifying and resolving data integrity issues. Enhanced organizational effectiveness by facilitating communications across departments to define reporting needs for various business projects. Delivered detailed reports to management, showcasing an advanced understanding of business systems and customized query reporting.EDUCATIONClear Lake High SchoolHigh School DiplomaHouston, TexasSKILLSProject Management Interpersonal Communication Conflict Resolution Problem Solving Organization Leadership Negotiation Proficient in Microsoft Programs Such as Excel Data Analysis Process Improvement and Implementation |
