Customer Service Manager

Shanequa Spearmon

Email: ********@************.***

Address:

City: Cockeysville

State: MD

Zip: 21030

Country: USA

Phone: 631-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships.

Educational Background:

High School Dipolma from Bellport High School, Brookhaven NY 1/2001 to 6/2001 (General Studies)

High School Dipolma from Morgan State University, Brookhaven NY 1/2001 to 10/2012

Job History / Details:

Summary

Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships.

Highlights

Customer service-focused

Collections proficiency

Risk management assessments

Detail-oriented

NMLS License

Team player

Excellent time management

Excellent work ethic

Knowledge of MHA loan process

Accomplishments

Customer Relations

Earned highest marks for customer satisfaction, company-wide.

Customer Follow-up

Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Experience

January 2012 to Current

Bank Of America Hunt Valley, MD

Home Service Specialist

Recommended loan approvals and denials based on customer loan application reviews.

Adhered to all federal and state compliance guidelines relative to retail mortgage lending.

Originated, reviewed, processed, closed and administered customer loan proposals.

Performed daily maintenance of the loan applicant database.

May 2010 to January 2012

Bank of America Hunt Valley, MD

Credit Analyst

Recommended loan approvals and denials based on customer loan application reviews. Compiled database of loan applicants' credit histories, corporate financial statements and other financial information. Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act. Maintained confidentiality of bank records and client information.

November 2008 to May 2010

Bank of America Cockeysville, MD

Proactive Account Review Anaylst

Assisted up to date customers in maintaining financial stability through vary programs. Assessed each customer's situation to avoid future losses by providing appropriate solutions. Created contest to increase team productivity and moral. Received recognition for listening, spirit and leadership. Conducted team meeting while manager was managing two teams

February 2008 to November 2008

Bank of America Hunt Valley, MD

Collections Analyst

Offered and submitted varies payment programs for customers showing financial hardship. Corrected account balances through monetary adjustments. Contacted customers over the phone to inform card holder of past due status of account. Collected funds from customers to get credit card accounts back up to date. Helped manager with varies tasks and functions for team productivity.

May 2006 to February 2008

Bank of America Hunt Valley, MD

Customer Account Manager

Assisted Customers with Secured and Unsecured lines of credit. Communicated with customers by telephone and in writing to obtain information and clarify request. Operated computerized systems for gathering information, tracking, and troubleshooting. Received several rewards for servicing our customers with a higher standards level of call. Sold bank products to increase company sales inquiring an incentive. Helped manager with varies tasks and functions for team productivity.

June 2004 to May 2006

Doubletree Inn at the Colonnade Baltimore, MD

Guest Service Agent/Night Auditor

Greeted, registered, and assigned rooms to guests of the hotel. Made and confirmed reservations. Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers. Recorded guest comments or complaints, referring customers to managers as necessary. Verified customers' credit and established how the customer would pay for the accommodation. Assisted guests with any special requests during their visits.

Education

2001 Bellport High School Brookhaven, NY

Diploma

Morgan State University Baltimore, MD

Psychology

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