Customer Service Representative

SUMAYYAH ROBINSON

*** ******* ** ***. **, Atlanta, Georgia 30329 Mobile 404-***-**** Alt 404-***-****

**********@*******.***

F INANCI AL MORTGAGE BANKI NG /CUSTOMER SERVICE/ADMINISTRATIONS

Banking industry experience with a primary focus on processing mortgage consumer loan payments in an accurate and

timely manner, along with over five years call center and customer service experience. Received promotions to key

lead position resultant from quality performance and demonstrated leadership and team oriented approach.

Possess a thorough understanding of the financial marketplace with 4 years of experience servicing the financial

institution industry. Excellent critical thinking skills and drive for results, consultative selling skills, interpersonal

effectiveness, communication skills (including written, spoken).

Core competencies include:

Customer Service & Relations Team Building & Leadership

Research & Analytical Skills Accounts Receivables Problem

Solving & Communication Computer Operations

Experience Highlights

Career Coordinator

Contract Career Coordinator at one of the leading private, post- secondary educational corporations.

Facilitated career readiness classes that involved my teaching interns (students) who are upcoming

graduates. My successes at UEI (United Education Institute) involved designing and performing mock job

interviews with attending students as well as assisting these same interns and past graduates with writing

a professional CV/resume.

Further delegated with the job placement of graduating students in the chosen career fields upon their

completing certification at UEI by helping with the coordinating of job fairs with potential employers.

This aspect of my supervisory work with the students at UEI as Career Coordinator required tight time

management, extensive client research and cold calling contact with potential and future employers.

Customer Service Representative, Tracking Associate

As an Out-sourcing CSR I received inbound calls from UPS customers through an automated dialing system and

effectively responded to each call by verifying all sources of customer contact information on the account to ensure

accuracy.

Effectively and satisfactorily assisted customers in providing package locator services utilizing the internet and client

proprietary software. Provided resolution driven problem solving for customer complaints with routine

favorable results.

Processed delivery change requests (DCRs) per customer request to ensure delivery and gathered key information and

processed client concerns for packages not picked up for delivery. Responsible for tracking customer packages through

computer system.

Senior Mortgage Loan Specialist

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Supported the servicing of mortgage loans while assigned in a supervisory role as a Work Flow Coordinator,

where I was responsible for ensuring that all associates received their daily work in a timely manner, and completed by

end of each business day.

Responsibilities included processing mortgage loan payment transactions, equity line of credit payments, and military

Government allotment wire payments in a fast-paced, quality production environment.

Documented loan history. Provided detailed trouble shooting of loan payments with inadequate account information

and responded timely to customer, investor, or other 3rd party inquiries. Successfully Researched and/or prepared

documentation, and the analyzing of requests in accordance with established guidelines and determined appropriate

course of action for all parties. This often involved the handling of more complex levels of transactions with limited

supervision to complete my daily tasks as Sr. MLS.

Other key responsibilities included the tasks of post funding adjustments, including system updates to critical fields

(principal balance, payment amount, note rates, term of loan, etc.). And assisted with “paid ahead reports” on loans

paid too far in advanced of the note due date. As Sr. MLS I moved funds into general ledger accounts that paid through

wire transaction. Accurately completed transactions that paid off account balances in accordance with established

procedures for mortgages that were successfully satisfied as paid in full.

Computer Up Grader, Customer Service Technician

As a technician for Up-graded computer systems specific to the fuel service industry’s I remotely performed software

downloads to non-modular dispenser or suction pump mechanical computer systems for client companies’ different gas

station sites. Coordinated scheduling to perform these critical upgrades while avoiding interruption of normal customer

business operation. Provided critical service related feed back in order to maintain customer satisfaction.

Customer Service Representative

While a member of a world-class call center, at a high-performing check manufacturing facility I provided timely and

thorough customer service delivery in a call-center environment, maintaining confidentiality and security of clients

personal account information.

As a Deluxe CSR I established, built and leveraged relationships with assigned Financial Institutions (FI) and

Financial Institution branches as well as individual account holders of theirs that generated referrals resulting in

growth revenue.

Successfully created and grew these small business referral pipelines as well as FI and FI branch personnel awareness

of the Deluxe platform of programs, products, processes, POS materials (e.g. Deluxe Business Advantage, ordering

platforms, Core Program, Check Extension products/services, Marketing programs/campaigns).

Effectively communicated and demonstrated to FI and FI branch personnel the value Deluxe creates for their

customers. This was achieved by cultivating relationships over time; and encouraging Financial Institution customers

to place orders once I identified product needs and requirements, resulting in an increased penetration of business

demand deposit accounts within each assigned branch and increased average order size of referrals from branches.

Employment History

Contract Career Coordinator- Ajilon Staffing, UEI College; Morrow, Georgia 2011 - 2012

Customer Service Representative, NCO; High Point, North Carolina 2007 - 2010

Senior Mortgage Loan Specialist, Bank of America; Greensboro, NC 2003 - 2007

Computer Up Grader, CSR (Tech), Gilbarco; Greensboro, NC 2002 - 2003

Customer Service Representative, Deluxe Financial; Greensboro, NC 2000 - 2002

Education

Georgia State University, Atlanta, GA toward Bachelors of Arts Degree in Speech Communications and Psychology

Present

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Guilford Technical Community College, Jamestown, NC toward Bachelor of Arts Degree in Communications and

Psychology 2001-2006

Battery Creek High School, Beaufort, South Carolina 1997-1999

Community Activities

Completed volunteer work as a tour guide for the Greensboro, North Carolina Historical Museum

Volunteered Counselor for different local art charities, Greensboro, North Carolina

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