Customer Service Manager
Resume:
Quinton T. Freeman
**** ***** ***** ****** *******, NC 27609
e-mail: **************@***.***
Summary of Experience
Experience involves the analyzing of financial information such as consumer credit and
pay history as well as consumers financial obligations. It is through these experiences
that being a team player and dedication has become top priority. It is also imperative to
obtain a position with a progressive company which allows for growth potential.
EDUCATION:
Strayer University
Dec 2012 B.A. in Finance/Business Administration
WORK EXPERIENCE:
Wachovia Mortgage, FSB
Raleigh, NC
Loss Mitigation Specialist (03/2009 - 10/2009)
* Provides extensive loss analysis and recommendations related to all aspects of loss
mitigation in support of departmental vision and current business objectives.
* Manage forbearance accounts that are in foreclosure status
* Manage default accounts that do not abide to signed agreements
Post Closing II Specialist (07/2008 - 03/2009)
* Government Loan Review
* Government Loan Follow-Up
* Government Loan Submission
* Government Loan Hard File Prep.
* Government Loan Wire
Post Closer I (01/2005 - 09/2006)
*Obtain and review all documentation on closed loans as required to
meet delivery deadlines
*Obtain and correct documentation and any follow-up work
*Correspond with closing agents, title companies, and law firms to
obtain outstanding documents on VA, Freddie Mac, Fannie Mae, Chase, HEL/PEL loans
Acquisition Specialist/Collector (04/1999 - 12/2004)
* Manage forbearance accounts that are in foreclosure status
* Manage default accounts that do not abide to signed agreements
* Service and research newly acquired loans
* Ensure compliance with investors, insurers, and regulatory guidelines
on Prime & Sub-Prime loans
Fidelity Investments Institutional Operation Company
Cary, NC
Customer Service Associate III/Defined Benefits (04/2007 - 07/2008)
* Timely resolution of all work items assigned daily by proactively identifying problems,
while documenting and forwarding these trends to the Team Lead and Virtual Team.
* Take ownership of sensitive customer/client problems by performing the research to
ensuring the resolution is complete and accurate within established quality standards and
customer service expectation timeframes.
* Utilize XTRAC (an on-line participant case management system) to enter and route
customer inquires to the appropriate department teams.
* Become proficient at utilizing sources of information used to research and resolve work
items.
* Work with the Team Lead / Manager, Client Management, CSS and other various
operations groups to arrive at a client/customer focused solutions.
* Identify opportunities to enhance the customer experience. Participate in the Virtual
client team meetings. Provide additional support on special projects and other escalated
operations initiatives as needed
Retirement Specialist/Defined Contributions (10/2006 - 04/2007)
* Serve as the main contact for customer inquiries pertaining to 401(k)Plans
* Effectively communicate plan specific information in response to customer inquiries
and request, provide investment choices and distribution options
* Deliver exceptional customer service by building rapport and proactively identify and
assist with service issues and act as a customer service advocate to resolve those service
issues in a timely manner
* Educate and provide guidance to customers on their 401(k) retirement needs and
alternatives available
SPECIAL SKILLS:
Windows Xp, Power Point 7.0, IT Turbo, Excel, Microsoft Outlook, Lotus Notes
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