Customer Service Quality Control

NELLIE K DEBOSE

**** ******** *** *

Jacksonville, FL 32219

Phone: 904-***-****

Alt Phone: 904-***-****

**********@*****.***

Objective

To obtain a position where I can use my current skills, abilities and experiences in a position that requires a savvy smart individual, who

is familiar with various office software programs, a quick learner, self-starter and knows how to provide good customer service in a

professional work environment.

Summary of Strengths

• Excellent Customer service skills

• Strong Written and Verbal Skills

• Ability to lead a team or group

• Work well in group setting as well as an independent environment

• Proficient in Microsoft Word, Micorsoft Excel, Microsoft Outlook, Microsoft Power Point, Email and texting

• AS400, CROSS, APDF merger; ALS, RMS, AVM, HELOCAM

• Sharepoint, Filenet, Equator,Diamond, Siebel, Convergiences, Availity, Quest, CMCA and CMS

• Skilled at learning new concepts quickly while working well under pressure.

Employment History

Short Sale Negotiator

05/2012 - 01/2013 Bank of America, (Randstad Staffing) Jacksonville, FL

• Processed Home Equity Loan Short Sale request from customers for 2nd lien short sale approval.

• Responded to customers, investors, and 3rd parties via telephone and written correspondence.

• Operated these systems: ALS400, Cross, APDF merger, ALS, RMS, AVM, HELOCAM, Sharepoint, filenet and Equator.

• Calculated mortgage deficiency balances.

• Performed fair market value analysis

• Proof reading of hardship letters and statements.

• Created approval letters for uploading to Equator for internal partners, realtors/ and 3rd party.

• Managed workflow for timely processing and quality assurance of work queues.

Realtor

01/2012 - 06/2012 Point to Point Realty Jacksonville, FL

• Conducted all aspects of negotiating the sale of real estate on behalf of home buyers and homeowners.

• Networking with various related trade associates and 3rd parties.

• Specialized in residential sales.

Claims Processor/Data Entry Analyst

03/2011 - 03/2012 Blue Cross Blue Shield FL, Incepture, Inc. Jacksonville, FL

NELLIE K DEBOSE

5570 LONGSPUR AVE N

Jacksonville, FL 32219

Phone: 904-***-****

Alt Phone: 904-***-****

**********@*****.***

• Receive, documented and distributed written inquiries from providers through use of Quest, Siebel, CMCA and Convergence

systems.

• Timely and accurately processed health claim data into Diamond system.

• Create written correspondence in Word, and Faxination

• Outbound calls to providers regarding authorization approval status.

• Verify member eligibility and benefit coverage through Availity, Siebel, and CMS. Create spreadsheets on Excel and other

database management systems.

• Printed, sorted and distributed bulk mail.

Real Estate Agent

01/2003 - 12/2011 Watson Realty Corporation Jacksonville, FL

• Recognized as Top Producer in 2004, 2005, 2006 and 2007.

• Conducted sales presentations meetings.

• Created all personal marketing pieces, (i.e business cards, flyers, brochures)

• Wrote sales ads and marketing campaigns for listings.

• Assist banks and other financial agencies.

• List properties on Multiple Listing Service

• Prepare purchase agreements so that transactions clients in selling or buying their homes

• Inspect properties for can be implemented

• Provide customers with Market Analysis

• Organize Open Houses to expose property listings

• Extensive knowledge of streets and maps of Jacksonville, Florida and surrounding counties to aide in the showing of listed

properties.

• Extensive networking with other agents, buyers and sellers, mortgage officers, title companies and attorneys to

improve knowledge and abilities to provide excellent customer service.

Enumerator

03/2010 - 07/2010 US Census Bureau Jacksonville, FL

• 2010 Census Planned work by reviewing assignment area to determine organization of neighborhoods and locate households for

conducting interviews.

• Conducted interviews with residents in assigned areas by following stringent guidelines and confidentiality laws.

• Explained the purpose of the 2010 census interview, answered residents ' questions, elicited information following a script, and

recorded census data on forms.

• Assessed quality control levels on selected addresses, determined which samples passed or failed, and maintained records for

quality control verification.

• Complied with accuracy standards while maintaining high production rates.

• Maintained records of hours worked, units produced, miles driven, quality control results, and expenses incurred in the

performance of duties.

• Met daily with to review and submit work, and receive additional instructions.

Education and Training

Issuing Institution Location Qualification Course of Study

NELLIE K DEBOSE

5570 LONGSPUR AVE N

Jacksonville, FL 32219

Phone: 904-***-****

Alt Phone: 904-***-****

**********@*****.***

University North Florida FL Bachelor's Degree Marketing

Florida Community College at Jacksonville FL 2 Years of College or a Technical or Vocational School Sales Marketing

Occupational Licenses & Certificates

Certification Title Issuing Organization Completion Date

215 Health Insurance Florida Department of Financial Services 09/2010

Real Estate Broker State of Florida 07/2006

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