Customer Service Training

Profile

. Ten years of experience in various areas of mortgage servicing,

telecommunication based customer service, collecting, and quality

assurance.

. Strong organizational and time-management skills.

. Proven ability to lead, provide training and motivate employees.

. Expert in trained collection techniques and thorough knowledge of laws

and regulations.

. Committed to prioritize tasks to meet or exceed expectations. Able to

multi-task in a busy environment while continuing to meet the needs of

any and all customers.

. Judgment and initiative to make appropriate and timely decisions

within the parameters of my authority

. Thorough knowledge and ability to simultaneously manage multiple

computer systems including, secured and confidential customer

databases, Word, Outlook, Excel.

. Quantitative program reporting and analysis skills.

. Strong conceptual, strategic and visionary skills with customer focus.

. Ability to work professionally with customers and fellow employees of

all cultures and generations while upholding excellent communication

skills.

. Sales experience and training in all products and services beneficial

to current and potential customers. Consistently strives exceed daily

call quota and first call resolution.

Core Competencies

Quantitative Reporting Client Relationship Excel

Analysis Coaching & Mentoring Access

Business Administration Problem Solving Outlook

Professional Experience

CAPITAL ONE - Tigard, OR 2012- Current

Account Manager/Customer Service Team Lead

Complete outbound calls to delinquent account holders to reestablish steady

payments. Document each conversation thoroughly to maintain accuracy.

Apply collecting techniques to reduce and prevent future delinquencies on

credit cards. Provide excellent customer service while performing basic

customer service needs. Helping with training and development. Completing

as well as addressing monthly statistics.

.

CALIFORNIA CHECK CASHING - Roseville, CA 2011-2012

Teller/ Collector

Provide consulting services to customers regarding about beneficial

financial products and services. Manage various accounting transactions and

reconciliation tasks. Provide account status data whenever required and

handled phone enquiries. Received cash and checks for deposit, verified

quantities, and examined checks for endorsements.

WELLS FARGO BANK - Reno, NV 2007-2009

Phone Banker

Provide Customer Service Skills and training involving multiple inbound

calls. Ensure all customers receive the highest satisfaction in care and

services.

Complete extensive company training in the use and management of customer

bank accounts including balances, transfers, account management advice,

overdraft fees, basic inquiries, etc. Training on sales and up-sells to

all Wells Fargo customers including home loans, credit accounts, new

checking/saving accounts, mortgages, etc.

Fulfill extensive customer security and protection training to provide safe

and secure banking to all Wells Fargo Customers.

HERTZ CAR RENTAL - Reno, NV 2005-2006

Customer Service Representative

Manage the accurate accounting of tender in safe. Supervise and oversee

auto insurance companies to receive claim information in an accurate time

efficient manner. Ensured the billing information is complete and

thorough so claims can be processed sufficiently.

HOMEQ SERVICING - North Highlands, CA 2004-2005

Loan Service Representative

Scan and organize origination loan documents into internal systems for the

use of other departments. Assist in training new employees. Ensure the

accuracy and timely processing of loan documents. Prepare payoffs which

include calculating PPP and other associated costs and fees.

Education

Graduated Galt High School - Galt California - 2003

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