Customer Service Quality Assurance
Resume:
Tonja Stewart- Nelson
Road Apple Valley Ca, 92307
************@*****.***
Objective: To work for a well established, growing company, with
advancement opportunities where I may use my skills to benefit the company
Profile
. More than 7 years' successful experience in customer service and support
with recognized strengths in account maintenance, problem-solving and
trouble-shooting, sales staff support.
. Plan/implement proactive procedures and systems to avoid problems.
. Possess solid computer skills.
. Excellent working knowledge using Microsoft Excel and Microsoft Word.
. Ability to train do side by sides and motivate my team members.
. A team player, acknowledged as "Total Quality Customer Service
Professional."
. The ability to prioritize and organize heavy work loads.
Synopsis of Achievements
. Proactive planning led to notable increase in morale in all departments.
. Created Par Companion bullet points on daily basics for team
Employment
Wells Fargo Home Mortgage & Co. 04/09 - Present
Loan Service Representative
. Answer inbound calls regarding loan modification, payments, adjustments
and foreclosure accounts.
. Process set up for Loss Mitigation Department for loan modifications.
. Complete files including advising the customer to gather proof of income,
hardship letters, and financial report. Maintain quality control and
satisfaction records, constantly seeking new ways to improve customer
service.
. Volunteer for Foreclosure events to aid in foreclosure prevention.
. Preside over the birthday committee to recognize team members, raising
their morale.
. Offer proactive solutions for issues encountered by peers in team
meetings.
. Was a pilot in the Home Affordable Modification Program.
. Was a pilot in the Vendor Call project.
. Assisted department by floor walking, assisting peers with company
policies and creating a flowing environment.
. Assist in New Hire Training.
. Provided scoring and feedback for quality assurance with side by side
monitoring with peers.
. Created scenarios for team members to facilitate the learning process.
Collection Office County of San Bernardino 10/04-3/09
Collection Office
. Collect delinquent revenues by correspondence. Phone and personal contact
with individuals involved with outstand traffic or probation accounts.
Contact and collection for Arrowhead Hospital.
. Skip trace to learn the whereabouts of the debtors and contact public and
private organizations to obtain information.
Household Finance 09/98 - 10/04
Account Specialist
. To collect ion pass due accounts that were from 90-120 days past due.
. Prep pass due accounts for legal status if account could not be resolve
thru collections.
. Skip trace on accts that were 120-190 past due and pull credit reports
and skip with local creditor.
Skills
. Proficient in Microsoft Office
. Proficient in with Ten Key
. Great communication skills
. Excellent at multi-tasking
. Great problem solver
. Live by Maintaining Customer Loyalty
Education
Chaffey College 1990-2002 General Education
Montclair High 1985-1989 Diploma
University of Phoenix 2010 Business Management
References
Tanya Maxwell 951-***-****
Twana Orange 951-***-****
Carolyn Macklin 909-***-****
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