Customer Service Representative

YVETTE S. MOUZON

*** ****** ******, *********, ** 29556 ? 704-***-**** ? ********@***.***

Job Objective: Customer Care Representative

Highlights of Skills and Qualifications

. Self-motivated, customer focus, and goal -oriented team player who works

well with team members of all skill levels and makes a personal

commitment to the success of the team.

. Demonstrates a high level of attention to detail and concern for accuracy

and consistency in results.

. Proven capable and reliable in handling multiple tasks and the ability to

work efficiently in a fast-paced environment where changes are frequent

to meet the needs of business.

. Computer literate: Advanced working knowledge of Microsoft Office

Products AS/400, Fidelity and LPS.

. Experienced in Accounts Payable, Accounts Receivable, Billing and 10-key.

. Strong oral and written communication skills.

Synopsis of Achievements

Consistently exceeded monthly goals set by department and met personal

goals. Maintained above average score of 95 on the Quality Control for

calls per month. Team "Coach" for new team members. Awarded for Excellent

Customer Service and Quality Calls. Awarded for being a "Top 10"producer.

Professional Experience

PHH-Mortgage-Zenta 07/09-

present

Loss Mitigation Customer Service Representative

Charlotte, NC

. Accountable for taking inbound calls from homeowners that are funded

by Fannie Mae, Freddie Mac and Private Investors, that are in the loss

mitigation stage of their mortgage. Inform homeowners of the status

of their workout options: modification, forbearance, short sale and

deed in lieu.

. Educate the homeowner of the appropriate steps. Prequalify

homeowners for workout options: loan modifications, forbearances,

short sales, and deed in lieu.

. Review Loss Mitigation request from borrowers for completeness: loan

modifications and forbearances, short sales and deed in lieu.

. Assist negotiators with all support functions as to needed to help

facilitate a timely and accurate decision per guidelines.

. Contact foreclosure attorney's offices for fees/costs, quotes and

foreclosure postponements.

Lowes Home Improvement (part-time)

11/07-present

Customer Service Associate II /Cashier

Charlotte, NC

. Provides quick, friendly customer service by answering customers'

questions, providing purchase assistance in selection, demonstration,

and purchase of product including special orders and installations.

. Greet and acknowledge all customers in a friendly, professional manner

and provide quick, responsive customer service.

. Performs other duties as assigned. Handles all customer inquiries,

sales, and returns at the Customer Service/Return Desk, operates cash

register, processes customer payments, bags customer goods, and

processes customer returns.

. Research billing and refunds in order to make the necessary

corrections on sale transactions. Process internet orders and

schedule deliveries.

Yvette S. Mouzon Page 2

ASC-Wells Fargo

11/06-07/08

Account Servicing Representative/Loan Retention Specialist

Fort Mill, SC

. Initiated telephone contact with customers to collect delinquent

payments or collaborating agencies.

. Confirmed payment or negotiate payment arrangements; researched any

discrepancies. Documented account information and payment

arrangements in the system.

. Conducted all conversations in a clear, friendly, and professional

manner, verifying all personal identifying information and making

pertinent and clear notations on the account. Responded with accurate

information pertinent to the caller's questions using professionalism

and integrity.

. Educated customer by assisting with questions and problems regarding

their accounts, such as, reviewing payment schedule past due payments,

and clarify payment policies.

. Resolved delinquency issues; facilitate problem analysis and problem

solving with customer.

. Prepared financial analysis in order to offer workout options for

consumers to ensure retention of property.

. Ordered titles, credit reports, and foreclosure fees and cost.

. Contact foreclosure attorney's offices for fees/costs, quotes and

foreclosure postponements

AmeriCredit Financial Services

10/99-6/06

Account Representative/Customer Service Representative

Huntersville, NC

. Negotiated payments with customers - Initiate telephone contact with

customers or collaborating agencies.

. Educated customer by assisting with questions and problems regarding

their accounts, such as reviewing payment schedule past due payments,

and clarify payment policies.

. Resolved delinquency issues; facilitate problem analysis and problem

solving with customer.

. Documented conversations with customers and update their accounts

using the AS/400. Used skip tracing techniques to locate vehicle and

customer.

FedEx Freight, Inc. (part-time)

5/06-2/07

Billing Clerk / Customer Service Representative

Charlotte, NC

. Researched, traced shipments, and billing.

. Reviewed billing information for errors before printing the bill.

. Data Entry: Input invoices into billing system.

. Verified applicable discounts, special rates, or credit terms.

. Performed basic clerical tasks. Operated basic office equipment.

Sorted and routed incoming materials.

Ascensus Insurance Services, Inc.

11/97-10/99

Case Manager and Customer Service Representative

Charlotte, NC

. Processed the Producer/Agent business and coordinate all communication

between the Producer/Agent and the carrier. Prepared the

illustrations, and provided applications and underwriting support.

. Input clients' application and underwriting requirements unto the

database using the AS/400 System.

. Ordered Para-med reports and APS.

. Verified the Producer/Agent appointment.

Education

Southern Illinois University - Bachelor of Science Carbondale, Illinois

Major: Workforce Education & Development - Graduation-June 2010

Military

United States Army- 1985-1987 Dental Assistant Private First Class

(Honorably Discharged)

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