Customer Service Quality Control
Resume:
Robin L. Brown
*** **** ****** ~ Houston, Texas *7018
Ph# 713-***-**** ~ ************@***.***
Profile
Creative problem-solver and marketer, who can see big picture while never
losing sight of details that deliver results. Also a motivated team player
with demonstrated talent for deploying organizational and maintaining
business relationships, Goal-driven achiever with strong people skills,
detail orientation high energy, social, Professional, well organized with
creative problem solving capability. Enthusiastic self-starter who can
boost productivity, cut costs, foster efficiency, and ensures
profitability. Working well under pressure and multi-task; having
exceptional knowledge of MS Office, Outlook, the Internet, Internet
applications, and excellent verbal, written and interpersonal communication
skills.
Capabilities include:
Customer Service & Filing and Data Archiving Telephone Reception
Relations
Word Processing Office Equipment Problem Solving
Operation
Computer Operations Scanning and Digital Inventory
Printing Control/Purchasing
Software Skills
Microsoft XP/2007 AS400
Microsoft Excel Ramquest
WorPerfect Iclosing
Calculator photocopy/ printer Alpha/Numeric Keyboard Skills
postage machine
Career Development
American Title Company- Houston, TX Sept 04-Jan 10
Policy Typist
General Responsibilities:
Type and revise documents such as homeowner and mortgage title policies,
request document, to determine format desired, number of copies needed,
priority, and other requirements. Types and revises material such as
correspondence, reports, statistical tables, addresses, and forms, from
rough draft, corrected copy, recorded voice dictation, or previous version
displayed on screen, using typewriter or computer and word processing
software. Verify totals on report forms, requisitions, or bills. Re-examine
title documents for accuracy and authenticity; process title commitments,
land surveys, deed reports and judgments. Maintain quality
control/satisfaction records and constantly seeking new ways to improve
customer service. Scanned policy documents by operating duplicating machine
to reproduce back to branch offices.
Being a point of communication between client, lender and management.
Organization and Quality Control of paperwork submitted. Maintain
knowledge of Company's policies and procedures. Perform any other duties as
assigned.
Commerce Title and North American Title Companies Houston, TX June 03-April
04
Loan Administration Network Policy Typist (contract)
General Responsibilities:
Collect required information and coordinate with the Credit Analysis
Department. Answer inbound calls in a professional manner from homeowners
who had questions regarding their policies, Prepare commercial construction
loan progress report, including monitoring construction progress,
collecting and updating marketing and loan information on monthly report.
Collect and monitor progress on all referral loans including residential
mortgages, retail loans, and SBA loans.
Communicate with escrow/title companies, loan originators, and other
parties to ensure all conditions and regulatory requirements are met.
Obtain or request missing conditions/information. Perform various post
closing tasks such as: Auditing closed files, creating delivery-servicing
packages, follow-up to internal and external customers for needed documents
and insurance, and ensuring all required documents are present in file
prior to shipping to Central Files. Actively participate in ongoing
efforts to continually improve customer service for internal and external
customers.
First American Title Company Aug 02-Mar 03
Policy Typist
General Responsibilities:
Collect required information and coordinate with the Credit Analysis
Department. Answer inbound calls in a professional manner from homeowners
who had questions regarding their policies, Prepare commercial construction
loan progress report, including monitoring construction progress,
collecting and updating marketing and loan information on monthly report.
Being a point of communication between client, lender and management.
Organization and Quality Control of paperwork submitted. Maintain
knowledge of Company's policies and procedures. Perform any other duties as
assigned.
Verify totals on report forms, requisitions, or bills. Re-examine title
documents for accuracy and authenticity; process title commitments, land
surveys, deed reports and judgments. Maintain quality control/satisfaction
records and constantly seeking new ways to improve customer service.
Scanned policy documents by operating duplicating machine to reproduce back
to branch offices.
Post closing loan follow up Verify, scan, and import loan files into Web-X
(internal web-based system), order credit reports.
Waste Management Houston, TX Feb 01-Mar 02
Residential Billing Clerk/CSR
General Responsibilities:
Set up new customer residential accounts, via incoming call through the
call center, processed cancellations of accounts per customer requests.
Repaired various billing reports, audits various adjustments, and process
customer refunds.
Promote good customer relations by consistently providing premier customer
satisfaction with a friendly demeanor, can-do attitude, and willingness to
help at all times.
Act with confidence by answering or finding the answers to customer
questions and finding solutions to customer issues.
Perform daily office responsibilities, working with the Customer Services
Manager, to maintain the efficient operation of the office.
Maintain personally a balancing record that is in line with policy and have
the ability to find and correct outages and to enlist help as needed for
more difficult errors.
Maintain a position of trust and responsibility by keeping all customer
business confidential.
Handle consumer and business customer problems with professionalism,
directing more complex issues seamlessly to the Customer Services Manager,
or other management as necessary.
Demonstrate sound judgment in decision making, abiding appropriately to
established guidelines and procedures.
Reads computer files or gathers records such as purchase orders, sales
tickets, and charge slips, to compile needed data.
Enters information into computer or computes amounts due.
Prepares invoices, listing items or services sold, amounts due, credit
terms, and dates of shipment.
Prepares bills of lading and lists weight and serial number of items sold.
Prepares shipping labels.
Prepares credit memorandums to indicate returned or incorrectly billed
merchandise. Prepares credit forms for customers or finance companies.
Posts transactions to accounting records such as work sheet, ledger, or
computer files.
Manage ADM Ticket Process, Monitor WPA Mailbox; Prepare Deferred Revenue
Reports, and Update Customer Service Knowledgebase.
Process customer adjustments as needed, Provide support with acquisitions
and/or new contracts.
Update/Maintain subscription spreadsheets for billing Payment Handling
Logs.
United States Army 1980-1986
Material Control & Accounting Specialist
General Responsibilities:
Processed and Fulfill Consignment requisitions received from military
personnel for parts accounts in the warehouse, Order parts for military and
civilian personnel throughout the US Receiving all incoming materials.
Inspect materials to make sure they match the purchase order, performing
cycle-counting to verify accuracy of computerized records, Identify and
label all materials, and distributes incoming materials to the proper
storage or production locations, as appropriate and in a timely fashion.
Ensure that the data in the system is updated on a daily basis and
Evaluates inventory levels and notifies appropriate purchasing agent that
reorders are needed. Requests materials as appropriate to maintain
inventory levels and in support of outage needs.
Tracks the status of overdue and back-ordered items and communicates delays
to the purchasing agent for a determination on schedule impact.
Operation of mobile equipment. Forklift and other material handling
equipment.
Ensure that the Inventory Facility is maintained in a neat, tidy, and
organized manner.
Utilizes computer terminal to properly account for issues, returns,
receipts of new materials and associated back orders; inputs essential data
on all materials handled; adheres to strict accounting procedures in this
regard.
Education:
8/ 1977 - 5/1980 Kashmere High
Houston, Texas
Contact this candidate