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East Lansing, MI

**/**** ** **/****

Richardson, TX

**/**** ** **/****

Richardson, TX

**/**** ** **/****

Richardson, TX

MARK D MAINS

Career Overview

Driven Customer Service Professional with experience in the Telecom, Insurance and Banking fields. Over 10 years experience in Inbound, Outbound and face to face communication. Results-driven Sales Representative with proven ability to establish rapport with clients.

Core Strengths

Strong organizational skills

Active listening skills

Seasoned in conflict resolution

Sharp problem solver

Courteous demeanor

Energetic work attitude

Top sales performer

Customer service expert

Accomplishments

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Sales

Consistently generated additional revenue through skilled sales techniques. Database Maintenance

Assisted in the managing of the company database and verified, edited and modified members' information. Educational Background

Bachelor of Arts: Marketing Economics General Business Michigan State University

Marketing Economics General Business

Work Experience

Replenishment/Logistics

IKEA

Supervised material flow, storage and global order fulfillment. Unloaded, picked, staged and loaded products for shipping. Responsible for replenishment of product for all areas of sales floor Staff Assistant

Katy Hall Allstate Agency

Temporary assignment while staff member was absent Processed applications, payments, corrections, endorsements and cancellations. Called 50+ warm leads each week to expand client base. Retained policyholders during annual renewal period. Sales Agent

State Farm Insurance

Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage. Processed applications, payments, corrections, endorsements and cancellations. Promoted agency products to customers in person, on the telephone and in writing. Developed, implemented and monitored new underwriting guidelines for the agency. Responsible for approximately 35 sales monthly

2121 Tampico Drive, Carrollton, T X 75006 H: 469-***-**** acsljn@r.postjobfree.com 11/2012 to 05/2013

Richardson, TX

01/2012 to 06/2012

Lewisville, TX

02/2011 to 11/2011

Richardson, TX

11/2009 to 05/2010

Richardson, TX

06/2008 to 12/2008

Rochester Hills, MI

12/2007 to 04/2008

Detroit, MI

03/2004 to 01/2007

Mansfield, OH

08/2002 to 01/2004

Albany, NY

Escrow Analyst

First American Title

Reviewed documents for missing or incomplete information and contacted borrowers, notaries or lenders to correct errors via verbal, email and Fed Ex contact. Extensive use of the FAST and scanning systems to view, print and upload documents. Familiar with HAMP, FNMA and FHA document requirements. Reviewed and packaged Titles for final processing and recording. Maintained strict confidentiality of bank records and client information. Reviewed over 25 documents daily.

Short sale Representative

Chaseworks/JPMorgan Chase

Responsible for implementing the short sale process from inception through completion including working with realtors, generating short sale reports for manager approval, approving HUD statements and verifying receipt of funds.

Met daily quota and quality guidelines.

Developed and maintained relationships with regional real estate agents to negotiate and complete transactions. Successfully closed an average of 10 sales per week. Home Loan Modification Specialist

Randstad/Bank of America

Employed at Bank of America supporting the processing of applicants for FNMA, FHA and HAMP home loan modifications.

Acted as Customer Relationship Manager to facilitate the Loan Modification process. Evaluated possible loan modification program eligibility. Reviewed and requested required documents and corrections from homeowners for appropriate modification programs.

Submitted loan applications to the underwriter for verification and recommendations. Billing Specialist

Adecco/Bank of America

Reviewed and processed final Foreclosure billing statements for clients in several States. Successfully billed an average of 500 files per month. Created reports on a monthly basis using Excel spreadsheets. Selected from several candidates to receive additional training in the Fort Worth office. Customer Service and Sales Agent

The Savvy Homebuyer

Customer Service and Sales.

Scheduled appointments with potential clients for sales presentation of The Savvy Homebuyer marketing package, consisting of a 30 minute commercial to be aired on major network television showcasing mid-level homebuilders work.

Quota of making 100-150 calls per day.

Customer Service Representative

The Bartech Group

Branch Manager

Labor Ready, Inc

Increased weekly sales to highest level yet attained for the Branch. Consistently increased sales on a monthly basis.

Awarded District Branch of the Quarter twice between 2005 and 2006. Responsible for overseeing all aspects of sales for temporary, on-demand labor and managing daily operations of the branch including dispatch of qualified employees to job sites. Additionally, responsible for developing and achieving a quarterly sales budget and training of branch staff. Customer Service Representative

First Health of New York

01/2000 to 09/2000

Southfield, MI

07/1994 to 11/1999

Richardson, TX

Established and maintained accounts for New York State Epic program, a State funded prescription drug plan for senior citizens.

Provided customers with pertinent plan information including prices and guidelines. Additionally, resolved disputes for both customers and plan providers and made monetary adjustments when appropriate.

General sales Agent

AAA of Michigan

Obtained Michigan Property and Casualty Insurance Licenses. Authorized to open, maintain and modify policies for personal vehicles and property in a call center environment. Executed policy changes, resolved disputes and made monetary changes to member policies. Customer Service Representative

AT&T College and University Solutions

Created and maintained personal phone accounts for students and faculty for. approximately 200 institutions across the United states. Resolved disputes and directly facilitated monetary adjustments. Additional Information

ADDITIONAL INFORMATION Certificates and Licenses: Life and Health Insurance Agent, State of Michigan Honors and Activities: Member of Michigan State Marketing Club. Achieved award for developing a campus activity with PepsiCo.

Skills

AS400, banking, billing, budget, call center, client, clients, Customer Service, email, FAST, funds, Insurance, managing, marketing, Excel spreadsheets, Excel, office, Sharepoint, Word, network, policies, quality, real estate, recording, Sales, scanning, phone, television, underwriter, view

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