Customer Service Quality Assurance
Resume:
Rebecca Moore
***********@*****.***
Summary
Accomplished in organizing and prioritizing work, meeting deadlines, and managing changing priorities effectively. Accustomed to a team player or independent work environment. Attentive to detail and competent in a fast paced environment. Broad experience in positions requiring a customer service professional. Excellent in oral and written communication skills.
Focused on consistently improving quality of work and application of constructive criticism to obligations. Able to problem solve quickly, accurately, and efficiently.
Skills Summary
Detail oriented
Report Preparation
Customer Service
Research analysis
Data Entry: 50 WPM
Records Management
Adobe Reader/ Professional
Microsoft Office: Word, Excel, Access and PowerPoint
Professional Experience
WELLS FARGO AUTO FINANCE, BOISE, ID 2005- 2012
Loan Servicing Specialist II, 2008 – 2012
Responsible for performing a variety of loan servicing tasks. Functions include: reviewing loan disbursement requests; processing disbursements; preparing loan requests; maintaining loan and disbursement files; responding to routine customer inquiries; coding and renewal processing; preparing and submitting documents, data and records according to department procedures and government regulation.
Maintained an average of 97.86% in the preceding 12 months on quality assurance audits of work (6 of the 12 months were 100%), and averaged 104.76% in work production goals.
Defined, developed, and drafted operational procedures for training to boost efficiency, productivity, and quality assurance for self and team members.
Applied problem resolution skills to relieve work load inconsistencies and assist team members.
Analyzed problems and recommended solutions to supervisor or team members.
Multitask by preparing, processing, and close properly documented loans; pursued loans with incomplete documents.
Maintain quality work product and professionalism, even when work volume is high.
Submit and file claim documents electronically through bankruptcy courts systems.
Process multiple reports for new bankruptcy accounts within a variety of systems.
Verification and application of appropriate bankruptcy codes in reporting to credit bureaus.
Loan Documentation Representative III, 2005- 2008
Reviewed loan documentation for accuracy and inconsistencies. Verified all documentation is collected to process and fund loan requests. Contacted dealers and customers for required information while maintaining compliance with specific policies and high customer satisfaction. Contacted Sales Representatives to assist on obtaining documentations need from dealers to complete the loan process.
Established relationships with dealership and sales representatives to obtain required loan information in order to process in a timely fashion.
Presented a professional and friendly demeanor to customers while representing business values.
Detailed review and research to ensure appropriate documentation required to comply with policy and procedure prior to loan funding.
Assisted with supervisory duties including distribution of workloads to representatives and verifying reports.
FASTBUCKS, BOISE, ID 2004-2005
Store Manager
Responsible for branch business operations. Materialized new loan opportunities with clientele, received and deposited payments, maintained accurate financial records, balanced, ordered supplies, and enacted collection of past due loans.
Created loans using online credit applications and data input into system of records to ensure appropriate clientele qualifications.
Maintenance of loan inquiries of past-due accounts and offering additional credit opportunities.
Maintained books for store revenue including balancing.
Consulted customers with a professional demeanor in all situations.
Responsible for employee reviews, interviewing, hiring, and termination.
JACKSON FOOD STORE, GARDEN CITY, ID 2001-2004
Store Manager
Responsible for various store duties that included; operating the register, assisting customers, maintaining the books, checked in vendor orders, ordered necessary stock, and audits. Accountable for employee reviews, interviewing, hiring, and employee termination.
Fast paced environment responding to customer requirements.
Maintained an appropriate level of inventory and ensured shelves were stocked.
Improved 10-key skill while inputting book entries and establishing the deposit and banking for the store.
Education
BOISE STATE UNIVERSITY – Boise, ID 2003-2004
Completed some general study classes including Communication 101 and English 101
WELLS FARGO LEARNING AND DEVELOPMENT
Real Colors 09/2011: Fantastic Service 09/2011: Choose Your Attitude 09/2011
Community Service
United Way Campaign, 2005-2011 Rake up Boise, 2005-2007
Race for the Cure, 2005-2009 MS Walk, 2009-2010
American Heart Walk 2011
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