Customer Service Quality Assurance

W illisia Robinson

**** ******** ***** ***. ***. 3205

Arlington, Texas 76011

w ********@*****.***

817-***-**** cell

817-***-**** home

S umma ry: Customer service professional, with experience in dealing with account holders/collections

and Home Loans.

E xpe rience:

B ank of America, Arlington, TX February 2012-Sept. 2012

Mortgage Servicing Special ist, Auditor

~ Process routine t ransactions

~ Document loan history

~research and/or prepare documentation, or analyze requests in accordance with established guideline

~determining appropriate course of action

JP Mo rgan Chase, A rlington, TX. October 2010-Dec. 2011

O peration Special ist, Auditor, Relationship M anager (Loss M it igation)

~educated the r isk of loss the lender (investor) is in danger of realizing.

~obtained documents pertaining customer's confidential information for loan modifications

~Quality Assurance/Evaluated the Relationship Manager’s phone call procedures.

~Audited 15 and 30 day letter sent process completion of Operation Specialists

U nique Financial, Dallas, TX. August 2007-February 2010

C ustomer Service Rep. /Collections

~pursued payments of debts owed by individuals or businesses

~ helping mortgagers make payments and get to a current status

~ A nalyze and recommend payment plans, modification or liquidation options for the mortgagers loans

~ Collecting past due balances from accounts 30-180 day past due

~ Educating customers on the implications of delinquency and making arrangements to cure

delinquent accounts

~ Dealing with complex queries from customers and assisting to provide the adequate solutions.

K nowledge of P rograms

O racle, MS Excel, MS Word, MS PowerPoint, LPW, MS Outlook, MSP, Lender Live, As400, fi-Serve

I n Addition:

* Call Center Experience/Customer Service skills

* Type 50+ WPM

*10 key skills

*Ability to communicate effectively

*Accuracy with strong attention to detail and focus on quality

*Ability to read and understand information and ideas presented in writing

*Stable job history

* Outbound/Inbound calling experience

* Organized, and multi-tasker

* Diverse personality

*Comfortable working in a structured environment

* Reliable

* Quick learner

* Ability to lift 50+ lbs.

* Ability to meet high production and quality standards.

*Self-motivated with ability to work independently and manage own t ime.

* Good listening skills and leadership skills.

E ducation: Tarrant County College J uly 2011-December 2011

Neville H igh A ugust 2003-May 2007 H igh School Diploma GPA 3.0

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