Customer Service High School

Shori D. Herren

***** ****** **. ***. ***

Dallas, TX 75287

Phone: 205-***-****

Email: ***********@*****.***

Qualifications:

. Over nine years total customer service experience, including three

years of collections and nearly one year in a high volume,

inbound/outbound call center environment.

. Exceptional interpersonal and negotiation skills developed in both

team and individual environments.

. Excellent written and oral communication skills, with great ability to

multi-task.

. Thrives in stimulating, fast paced, high volume environments with

proficiency in effectively solving problems.

. Ability to adapt to change and handle multiple projects

simultaneously.

. Proficiency with MS Office Suite (Word, Excel, PowerPoint, Access and

Outlook).

. Organized, analytical, detail-oriented, and completes projects in a

timely manner.

. Great personality, works well with others, and maintains a positive

attitude.

. Types approximately 45 words per minute, proficient with data entry

and 10-key.

Education:

University of West Alabama - Livingston, AL 08/2001 -

05/2003

Major: Radiology

Choctaw County High School - Butler, AL 08/1997 -

05/2001

. Advanced High School Diploma

. Class President of Choctaw County High School Class of 2001

. Executive Officer of JROTC at Choctaw County High School

. Advanced Honor Society

Experience:

Bank of America - Plano, TX 05/2012 - Present

Mortgage Specialist

. Knowledgeable on various types of loans:

o Conventional loans

o FHA/VA Loans

o Pay Option Loan

o Conventional Simple Interest Loans

o Adjustable Rate Mortgages

. Establish and analyze Escrow accounts

. Effective in communicating across various departments

. Proficient in LAMP (Loan administration portal)

. Proficient in Iseries (AS400)

. Advising homeowners of the various options of company services

o Appraisals

o Home equity lines of credit

o Credit cards

The CMI Group - Dallas, TX 08/2011 - 03/2012

Senior Collections Agent / Team Lead

. Managed over 300 inbound/outbound collections and customer service

calls daily.

. Collected on active and inactive customer accounts.

. Set up payment arrangements (i.e. extensions, auto-pay, post-dated

checks).

. Executed minor troubleshooting for solving customers' technical

issues.

. Accepted manager/supervisor calls and managed/supervised collections

agents in acting Team Lead position.

. Accomplishments included:

o Dollar amount collected weekly - $15,923.28

o Average dollar amount collected hourly - $443.34

o Average calls handle time - 183.75 sec. at a goal of 300 sec.

o Average transfer rate - 8.86% at a goal of 20%

EZ Money - Birmingham, AL 04/2008 - 04/2011

Customer Service Representative / Collections Specialist

. Granted financial transactions (i.e. small pay loans) and issued money

orders.

. Maintained confidential information and records.

. Computed and recorded transaction totals received by cash, check,

credit cards, vouchers, or automatic debits.

Contact this candidate