Customer Service Management
Resume:
Artless McNeil
Florence, SC *9505
Cell: 843-***-****
Alternative for messages only
843-***-**** ******************@*****.***
Dedicated experienced professional with 10+ years of experience in corporate office and retail store settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line.
Hard worker and leader of customer-focused teams shares company commitment of service to customers as a key driver of company goal attainment. Leads by example.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Service Customer Satisfaction Enhancement
Call Center Operations Service
Loan (Mortgage) Operations Teambuilding & Training
Process Enhancement
Sales
Professional Experience
Assurant Specialty Property, Florence, SC 10/12 - Present
CALL CENTER/SUPPORT SPECIALIST
Processing Specialist First Shift
• Works special assignments.
• Opens or complete work assignments(“tasks”) and routes as needed
• Calling insurance agents and or insurance carriers.
• Validating documents to make timely insurance premium payments from established escrow accounts.
Aerotek Staffing Agency – Florence, SC 08/12 – 10/12
CALL CENTER
Customer Service Rep II (Contractor Employee for ADP)
• Contacting location managers via facsimile, telephone, and or e-mail to secure outstanding required documentation.
• Proactive outbound calling to educate location managers on deficient documentation.
• Performing various data processing functions while receiving inbound calls for New Hire Screening.
Department of Social Services Florence, SC 09/06 – 06/12
CASE MANAGEMENT/CLAIM MANAGEMENT
Human Services Specialist I
• Received incoming calls and transfer callers to appropriate person. Takes accurate phone messages
• Conducted screenings for appropriate program services. Screened forms for completeness, verified information given by applicants, explained rules, regulations, applicant/recipient rights and responsibilities, and issues benefits.
• Reviewed applications and re-certifications. Multi-tasking required.
• Received clients, conducted client interviews and determined applicant eligibility.
• Responds to requests for cash, Food Stamps, and branch procedures.
Artless M McNeil page 2
WASHINGTON MUTUAL BANK Florence, SC 07/98 - 8/06
CALL CENTER/LOAN OPERATIONS/MORTGAGES
Senior Loan Specialist II 01/1997 – 09/2006 Default Loan Specialist 11/1994 – 12/1996
Customer Service Rep 05/1993 -11/1994 Bankruptcy Specialist I 06/1989 – 05/1993
Advanced to increasingly responsible positions, culminating in management role with oversight. Coached and trained employees as directed.
The Elite Group Recognition Award, Washington Mutual Bank, December 2005
Quarterly Kudos Award, Washington Mutual Bank, July 2003
Notary for the State of South Carolina, member of National Notary Association
Customer Service Telephone Techniques Certificate, Fleet Mortgage Corp, March 1994
Collection Department Certification, Fleet Mortgage Corp, November 1994
• Resolved underwriting, pricing, and system escalations generated by file review.
• Answered incoming processing or generic correspondent loan questions.
• Proficiency with Fannie, Freddie, HUD and company guidelines required. Proficiency with RESPA/TIL and other regulatory procedures and practices required.
• Comprehensive knowledge of processing, closing, and mortgage origination guidelines, and familiarity with all documents involved a closed mortgage loan required.
• Responsible for low level account analysis, recommending foreclosure, repossession and/or other outside action.
• Negotiated with attorneys and/or debtors where permissible. Working directly with court personnel where needed.
• Reviewed invoices for proper coding, accuracy and completeness.
• Identified fees and costs not in compliance with investor guidelines.
• Researched issues through to resolution in a high-volume inbound and outbound call center environment.
Phoenix Medical Technology – Andrews, SC 05/84 – 06/89
Switchboard Receptionist/Credit Manager
• Monitored and handled multi-line switchboard for incoming and outgoing calls
• Queried Dun and Bradstreet to decision credit approval on new clients
Williamsburg Technical College Kingstree, SC 04/78 to 5/84
Nominated Employee of the Year, Williamsburg Technical College, 1984
• Prepared all required reports and coordinated assigned projects
Education
Bachelor of Business Administration, Major: Marketing 2002
Francis Marion University, Florence, SC
Associates Degree, Major: General Business, 1983 1983
Williamsburg Technical College, Kingstree, SC
Previous default experience in a call center and production environment
Experience with Alltel/CPI, Excel, Word
Knowledge of Agency/Investor (Fannie Mae, Freddie Mac, and FHA/VA) guidelines
Notary for the State of South Carolina, member of National Notary Association
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