Versatile financial services professional with excellent customer service, collections, and negotiations skills. Have multi-industry experience with telecommunications companies, insurance companies, mortgage lenders, credit card issuers, and commercial banks. Proven ability to quickly adapt to rapidly changing conditions.
Bike touring, gardening and landscape photography.
Sep 2009 - Nov 2009
Center Sales and Service Representative
Inbound customer service and sales specialist. Resolved billing and service issues, sold long distance calling plans, high speed internet, DirecTV satellite television, and Verizon cellular telephone services to customers. Negotiated requests for installation, removal/changes of service, and related matters.
Jul 2008 - Jun 2009
Customer Service Specialist
Effectively managed inbound calls for third-party administrator of insurance plans for associations nationwide. Provided prompt and courteous support for inquires about rates, general plan information, billing inquiries, dispute resolution, and claims information for health care providers.
•Earned a Certificate of Achievement for successful completion of NEA, MOAA, and Affinity Customer Service Training. Received a monthly award for achieving 100% Standard Met on all monitored calls.
•Friendly, attentive and helpful to retain business and be an effective brand ambassador.
•Extremely reliable and punctual.
Apr 2006 - Jun 2008
Customer Contact Representative
Citi Home Equity
Managed high-volume pipeline of stand-alone second mortgage and lines of credit products. Handled the preparation and documentation of real estate loans to prepare and schedule closings by telephone nationally. Served as the effective liaison for communications between title companies, appraisers, and underwriters.
•At the 2007 annual awards meeting, was presented Certificates of Excellence for top performance in three areas-Top Magic Scores, a measure of customer service skills, Voicemail Percentage, which measures call-handling expertise, and Perfect Attendance, a measure of reliability.
•With excellent multi-tasking and organizational skills, accuracy is consistently achieved. Outstanding written and verbal communication skills produced satisfied customers.
•Have earned a "Galaxy of Thanks" from the sales staff for highest percentage of booked loans for the entire department, including two $1,000,000 loan closings in a single month.
Apr 2005 - Apr 2006
CHE Default Collections
Responsible for contacting mortgage loan customers to collect on past due loan accounts. Processed phone payments and resolved disputes to secure acceptable payment arrangements.
•Gave reliable and consistent performance to meet company goals.
•Demonstrated flexibility in taking on new assignments.
Aug 2004 - Apr 2005
Customer Service Representative
Customer Service and Sales Representative for the Oil Company Credit Card portfolio of Citibank.
•Earned a "Rosie Award" for outstanding Customer Service, given in response to a customer's appreciation of excellent call-handling.
•Consistent and reliable performance earned top marks.
Mar 2001 - Aug 2004
Account Services Representative
Des Moines Regional Operations Center For Sears Credit
Customer Service and Sales Representative for Sears Cards, Sears Charge Plus, and Sears Gold MasterCard accounts. Handled all customer inquiries, resolved disputes, and sold additional services.
•Achieved a high degree of consistent performance.
•Excellent customer service and systems skills made for high productivity.
Oct 1999 - Jan 2001
Cash Management Representative
Contacted customers by telephone and written correspondence to collect payoff shortages by obtaining funds with wire transfers or overnight payments within 48 hours. Researched and resolved disputes involving missing payments. Acted as liason between homeowners, title companies, and attorneys.