Customer Service Manager
Resume:
Quinton T. Freeman
**** ***** ***** ****** *******, NC 27609
e-mail: abnifh@r.postjobfree.com
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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