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Skills

  • Retail store support
  • Receiving support
  • Report preparation
  • Customer relationship management (CRM) proficiency
  • Multi-line phone talent
  • Customer retention and engagement skills
  • Warehousing functions
  • Stock management
  • Banking software proficiency
  • Order fulfillment

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Averaged 2 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Assisted and cross-trained other customer service managers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Worker with a strong understanding of program organization and framework product issues.
  • Adobe Creative Suite expert with experience in strategic planning services.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Customer Service Representative with 6 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Facilitated resolution of escalated mortgage servicing cases, cutting average response times by 16 and improving resolution efficiency.
  • Resolved product issue through consumer testing.
  • Decreased call center operating costs by 82% through process automation and revised handling procedure, boosting overall service delivery.
  • Created a new training curriculum for onboarding representatives, reducing average training time by 26% for new hires.
  • Led a team to pilot a trial period for auto-payment solutions, resulting in 23% adoption rate and increased automatic payment enrollments.
  • Assisted in implementing a CRM overhaul, facilitating enhanced tracking for mortgage requests and creating a 17% higher-resolution capacity.
  • Identified and documented common pain points in monthly billing, decreasing monthly queries by 23% through better education and support.
  • Led cross-functional training sessions on mortgage regulations, ensuring team stayed current on regulation updates and improved compliance adherence.
  • Negotiated and resolved early payment concerns, contributing to 73% retention rate and preventing potential refinancing cases.
  • Achieved Employee of the Year for maintaining excellent customer service metrics while managing 16 customer resolutions weekly.

Affiliations

  • State-Specific Mortgage Compliance Association in Arizona
  • American Marketing Association
  • National Association of Social Workers
  • MBA Compliance Essentials Membership
  • Credit Professionals International (CPI)
  • Housing and Urban Development (HUD) Professionals Network
  • Mortgage Bankers Association (MBA)
  • Certified Mortgage Consultant (CMC) from the NAMB
  • Project Management Institute
  • International Association of Administrative Professionals

Certifications

  • Certificate in Loan Processing from initiative
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Certified Mortgage Servicing Specialist (CMSS)
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • Homeownership Education & Counseling Certification
  • Bank Secrecy Act/Anti-Money Laundering (BSA/AML) Officer Accreditation
  • Accredited Mortgage Professional (AMP) by Mortgage Bankers Association

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