Customer Service Quality Assurance
Resume:
Michelle Burnett
**** **** ** ** **********, AL 35211 mrs-
abjqko@r.postjobfree.com
Phone: 205-***-****
Alt: 205-***-****
OBJECTIVE:
To seek an opportunity with a company that will allow me to be part of
their TEAM where i can utilize my skills, education and experience in an
effort to grow with them.
MAJOR ACCOMPLISHMENTS:
* Ability to work in a TEAM environment
* Maintaining positive production relationship with co-
workers, management, sales, and production department.
* Ability to comfortably adapt to change
* Ability to perform repetitive work by continuously
executing different task according to set procedures,
sequence or pace while maintaining quality and output
standards.
* 25 years of customer service experience, excellent problem-
solving abilities, work well under pressure.
EXPERIENCE:
February 2010
to
August 2010
March 2009
to
February 2010
August 2008
to
February 2010
Wells Fargo & Co./Via Contract Homewood, AL
Communicator/Loan Modification
* Provided accurate information regarding borrowers information.
* Contacted borrowers to verify information
* Worked with the team to move loans quickly and accurately.
* Made every effort possible to prevent borrowers from losing their homes.
* Tracked loan progress via spreadsheet.
* Maintained error-free loans on the DIMA report.
* Updated borrowers information in LPS.
* Documented detailed notes in LPS to ensure the best decision is made
regarding the borrowers situation.
* Explained modification approvals/denials to the borrowers
* Assisted with the development of new communicators.
Wells Fargo & Co./Via Contract Homewood, AL
Loan Processor/Customer Service Rep.
* Closed refinance loans.
* Evaluated applications to determine if they meet the criteria for the
HARP 3 Step program.
* Closed qualified loans quickly.
* Managed up to 225 client files at a time.
* Met and exceeded closing ratio.
CVS Pharmacy Birmingham, AL
Front-Store Cashier/Customer Service Rep
* Handled customers transactions, voids, refunds, purchases.
* Merchandise pricing
* Checked in vendors weekly or as needed. Stock shelves.
December 1999
to
October 2008
June 2005
to
September 2005
EDUCATION:
Ikon Office Solutions Birmingham, AL
Document Specialist/Quality Assurance Specialist
* Troubleshooting and catching errors before they reach clients.
* Communicated effectively and promptly to Shift Managers
* Provided immediate error-free feedback to production operators
* Achieved customer satisfaction.
* Prevented assembly errors by maintaining an organized work station.
Countrywide Birmingham, AL
Administrative Assistant/Loan Processor
* Directed calls to the appropriate department (22 lines)
* Filed, mailed and sort documents.
* Processed 35 loans a day
* Utilized Edge software to input broker fees
* Organized daily spreadsheets on all incoming loans.
2008 Herzing University Homewood, AL
Bachelor of Science Business Administration GPA: 3.13
* Completed 121 semester hours out od 139 hours
KEYWORD SUMMARY:
* Computer and Software Skills
MS Office 2003 & 2007, Ingenix, MATT, Delcon Medic, HPAS,
Medinfomatix, Flips, Quickbooks, Peachtree, LIV, Fidelity
CPI, LPS, Easypay, GEM, RALs, Venderscape, ER
(Early Resolution), RES-Direct, Edge, CAIVERS, Credco
* Keyboarding Speed: 45 WPM, 10-key alpha and numeric 8,000
KSP
* 1995-1999 Accounting and Bookkeeping skills, A/R, A/P,
collection experience, ability
to process invoices
Contact this candidate