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Skills

  • Building Long-term Client Relationships
  • Stocking and replenishing
  • Training development aptitude
  • Order fulfillment
  • Customer retention and engagement skills
  • Key holder experience
  • Key stakeholder relationship building
  • CRM
  • Complaint de-escalation protocols
  • Cross-selling Strategies

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Provided ongoing guest service, which included Power BI recommendations.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Contributed to $15 in annual store sales per two years.
  • Processed 18 invoices and mailed documentation to clients each two years.
  • Was quick to respond to potential customers' questions and requests.
  • Educated employees on company procedures and services.
  • Provided clients with basic technical support for a variety of standard company products.

Summaries

  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.
  • Worker with a strong understanding of program organization and framework product issues.
  • Dedicated to meeting and exceeding metric objectives through effective communication and system abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Very knowledgeable about Workday, as well as framework competitors and offerings.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Hardworking Mortgage Customer Service Representative with 14 years of telecommuting experience meeting customer needs.

Accomplishments

  • Maintained up-to-date knowledge of SAP loan products, leading to recognition as President's Club for exceptional mortgage service in 2024.
  • Collaborated with team of 16 in the development of standard.
  • Collaborated on the development of email and SMS reminders for clients, contributing to an increase in timely loan payments by 15%.
  • Implemented a customer feedback system that captured critical insights into product performance, boosting repeat clients by 46%.
  • Utilized initiative to streamline management of over 12 customer queries daily, increasing client satisfaction ratings by 48%.
  • Identified and documented common pain points in monthly billing, decreasing monthly queries by 23% through better education and support.
  • Played a key role in customer retention strategies for at-risk clients, upsetting potential churn with personalized loan modification plans.
  • Trained and mentored a team of 10 junior customer service reps, resulting in improved team performance and a 25% increase in closed queries.
  • Supported multi-department collaboration in addressing loan modification issues, cutting processing delays by 19%.
  • Negotiated and resolved early payment concerns, contributing to 73% retention rate and preventing potential refinancing cases.

Affiliations

  • International Association of Administrative Professionals
  • National Association of Social Workers
  • Association for Financial Professionals (AFP)
  • Real Estate Educators Association (REEA)
  • American Society of Safety Professionals
  • Certified Mortgage Specialist (CMS) designation
  • State-Specific Mortgage Compliance Association in Arizona
  • American Marketing Association
  • Loan Officers and Servicers Association
  • Board member of procedure Homebuyer’s Assistance Coalition

Certifications

  • Fannie Mae Selling and Servicing Guide Certification
  • Home Mortgage Disclosure Act (HMDA) Compliance Certificate
  • Accredited Mortgage Professional (AMP) by Mortgage Bankers Association
  • Bank Secrecy Act/Anti-Money Laundering (BSA/AML) Officer Accreditation
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Financial Services Auditor (CFSA)
  • CompTIA Security+
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Associate (ACA)

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