Customer Service Sales

Paul Mathews

*** **** ****** ****** *** # *** Jacksonville, FL 32202 Main: (904)

***-**** *******: (904) 607--7655 Message: 904-***-****

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

OBJECTIVE: To obtain a customer service position within a stable

company where I can utilize my experiences in the mortgage field of

handling escalated problems, providing excellent customer service,

researching, updating accounts, and running reports.

EXERIENCE:

Jun 2009 - Mar 2010 Sykes Enterprises - LifeScan (a Johnson & Johnson

Company) Amherst, New York

Customer Care Advocate

Responsible for providing professional support for customers by

assisting consumers with diabetes questions, concerns, and complaints.

Work with consumer complaints to find resolution. Coordinate the

fulfillment of consumer replacement product shipments as needed.

Maintain customer complaint database in compliance with FDA, HIPPA and

company procedures and requirements. Summarize consumer

complaint/comment data and present findings at committee meetings as

required.

Nov 2007 - May 2009 ClientLogic

Buffalo, New York

Sales/Technical Support Specialist

Inbound and Outbound customer service responsible for providing sales

and technical support for DSL, Wireless Modems and Cable services for

Juno Online Services.

Nov 2008 - Feb 2009 Bank of America (temporary position through

Aerotek) Getzville, New York

Loss Mitigation Specialist

Handle the servicing of mortgage loans in relation to homeowner

retention or liquidation. Obtained credit reports, inspections,

surveys, and title work to determine if homeowner was eligible for

programs and/or assistance offered through Bank of America. Contacted

customer with any questions or concerns regarding eligibility or

compliance with guidelines set. Responsibilities included set up,

follow up, analysis and/or closing of a loss mitigation referral. This

included input, review and/or analysis of customer information in

order to resolve a default situation through various workout options.

Communications with customers was required through inbound and

outbound telephone calls as well as responding to written inquiries

and referrals from fax, email and U.S. mail correspondence.

July 2008 - Nov 2008 Mircom (temporary position through Snelling)

Niagara Falls, New York

Shipping / Receiving

Performed a combination of manual and clerical shipping and receiving

duties; received incoming materials or prepared materials for

shipment. Unpacked/packed or unwrapped/wrapped items and processed

incoming items. Verified quantity, weight, and conformance of

materials to stated identifications; logged receipt of items on

system, processed freight bills, packing sheets, and other documents;

reported materials shipped and bills of lading; posted weight and

shipping charges and routed merchandise to destinations.

Sept 2007 - July 2008 Quantum Color / Niagara Printing

Niagara Falls, New York

Shipping / Receiving Supervisor

Managed small staff of 4-6 employees at a printing company to ensure

that produced material would be delivered on time. Negotiated best

times and rates in regards to LTL or volume with trucking companies.

Forklift operation, Bindery experience. Performed a combination of

manual and clerical shipping and receiving duties; received incoming

materials or prepared materials for shipment. Unpacked/packed or

unwrapped/wrapped items like finished products and raw stock. Verified

quantity, weight, and conformance of materials to stated

identifications; logged receipt of items on system, processed freight

bills, packing sheets, and other documents; reported materials shipped

and bills of lading; posted weight and shipping charges and routed

merchandise to destinations.

Sept 2006 - Aug 2007 Smurfit Stone Container

Corp

Tonawanda, New York

Operator/ Quality Control

Assist others in a team setting with corrugated board production for

boxes and also in machine operations, stacking and banding product,

visual inspection and measurement of finished product using

micrometers and rulers. Forklift operation.

July 2005 - Aug 2006 Moore Wallace (temporary position through Kelly

Services) Amherst, New York

Customer-Service Representative

Worked in a call center environment as a liaison between the client,

sales and production facility; Serviced customer by solving problems,

gathering and transmitting information as needed and demanding the

highest quality product; Displayed ability to grow customer

relationships and business opportunities. Initiated a written job

jacket and worked with scheduling to ensure on - time delivery to meet

customer needs; Tracked jobs through production and communicated

status with the customer and sales. Inspected proofs and arranged

delivery. Set up the press check with the customer, if needed; Kept

accurate records on all the jobs and customer communications;

Performed all other duties as assigned.

July 2005 - June 2006 City of Niagara Falls (seasonal position)

Niagara Falls, New York

Recreational Aide

Security and On-site supervisor for pool and after - school

facilities; kept running tally (daily and weekly) as to how many

patrons utilized facilities. Handled all security issues; Kept

detailed records as to incidents and accidents that happened; compiled

numbers for reports on usage of park facilities and payroll for the

Youth Services Division; Coordinated activities to involve all youths.

March 2001 - June 2002 ICT Group-Wells Fargo

Amherst, New York

Team Lead / Customer Service Representative

Supervised a team of 15-25 customer service associates and responsible

for day-to-day supervision of the team in a call center. Monitored

calls focusing on performance development, call handling statistics

and service level adherence. Inbound customer service for mortgages

and refinancing of home loans for customers throughout the United

States. Proficient in inbound residential mortgage loan servicing,

identifying and resolving mortgage problems, Escrow analysis, Payoff

Information, and counseling customers on their mortgage loan account;

Negotiated payment solutions and arrangements. Analyze documentation

and determine whether applicant meets credit acceptability

requirement; Involved some tax return and financial statement

analysis, appraisals, comparisons and adjustments; Identified and

obtained missing information to finalize and close the files; Research

payments that are missing. Maintain tickler file on specialized

payments and manual bills when necessary.

EDUCATION:

State University of New York at Buffalo E.O.C.

Buffalo, New York

Business and Computer Technology (2001)

Degree not received

References Available Upon Request

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