Customer Service Quality Assurance
Resume:
Krystal Ruffin
Email: *********@********.***
Address: ***** ****** ****** #*****
City: Fort Worth
State: TX
Zip: 76140
Country: USA
Phone: 817-***-****
Skill Level: Experienced
Salary Range: $45,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Krystal Ruffin
10501 Saslow Skyway Apt 17203, Fort Worth Texas 76140
(C) 817-***-**** (E) *********@********.***
Summary
Highly motivated manager with an emphasis on communication, teamwork, and driving performance metrics. Over 8+ years of Collections, Customer Service, Customer Relations and Call Center Experience.
Skills
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Microsoft Office 2010
Skilled multi-tasker
PowerPoint
Excellent time management skills
LPS, MSP and Fiserv system knowledge
Effective problem solver
NICE
Meticulous attention to detail
E-Time
Fastrieve Imaging
Avaya
E-Oscar
Accomplishments
Won the First and Second Quarterly Performance awards in 2009. Won the Annual Performance award in 2009.
Won the First and Second Quarterly Performance award in 2010. Won the Annual Performance award in 2010.
Played an instrumental role in increasing customer satisfaction ratings by assisting in research and implementing extensive trainings to representatives.
Successfully recruited and trained new customer service representatives
Completed Management Essentials Program in August 2010.
Assisted in developing "Improving Customer Relationships" and "Best in Class Collections" training classes.
Experience
10/2010 - 06/2012 Saxon Mortgage Fort Worth, Texas
Customer Relations Sr. Supervisor
Interacted with representatives, customers, managers, and attorneys via telephone, written communication or meetings regarding problem resolution and/or account maintenance
Assists in the performance of complex administrative activities, which may include policy and procedures, account distributions, court inventories, accountings, and collection of loan documents
Directly made decisions or escalate recommendations of corrective actions that could be used to maintain an acceptable risk level
Served as liaison between operational and support areas
Cross-trained and backed up other customer service managers.
Lead and assisted a team of 15 representatives in investigating and resolving Qualified Written Request (QWR) in an empathetic manner and resolving Credit Bureau disputes via E-Oscar
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Provided accurate, specific and timely performance feedback for representatives.
Identified individual development needs with appropriate training.
Performed off-site and side-by-side monitors and audits for quality assurance
Met all customer call guidelines including service levels, handle time and
productivity.
10/2009 - 10/2010 Saxon Mortgage Fort Worth, Texas
Customer Service Supervisor
Maintained good relationship with customers by exhibiting consultative skills to provide recommendations based on financial analysis, expertise, product knowledge, and knowledge of the customer`s financial needs goals and circumstances.
Performed research and communicated resolution of problem to customer; resolve questions presented by the customer concerning transactions on their account and day to day operational issues.
Directly make decisions or escalate recommendations of corrective actions that could be used to maintain an acceptable risk level
Interacted daily with internal and external contacts to ensure that all account activities such as payments, payoffs, fees and escrow are processed timely
Assisted in creating training manuals targeted at resolving even the most difficult customer issues
Interviewed, hired and trained new quality customer service representatives.
Lead a team of 10 representatives that investigated and resolved customer inquiries and provided recommendations to avoid delinquency
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Provided accurate, specific and timely performance feedback for representatives.
Performed off-site and side-by-side monitors and audits for quality assurance
Identified individual development needs with appropriate training.
Met all customer call guidelines including service levels, handle time and
productivity.
10/2005 - 10/2009 Saxon Mortgage Fort Worth, Texas
Early Stage Collections Supervisor
Maintained good relationship with customers by exhibiting consultative skills to provide recommendations based on financial analysis, expertise, product knowledge, and knowledge of the customer`s financial needs goals and circumstances.
Performed research and communicated resolution of problem to customer; resolve questions presented by the customer concerning transactions on their account and day to day operational issues.
Analyze data and information to perform analysis that help support strategic decisions, balance portfolios risk and optimize process efficiencies
Directly make decisions or escalate recommendations of corrective actions that could be used to maintain an acceptable risk level
Interacted daily with internal and external contacts to ensure that all account activities such as payments, payoffs, fees and escrow are processed timely
Assisted in facilitating meetings with the Command Center on dialer strategies to assist in curing delinquency portfolios for the Early Stage Collections Department
Lead a team of 10 representatives that investigated and resolved customer inquiries and provided recommendations to cure the delinquency
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Provided accurate, specific and timely performance feedback for representatives.
Performed off-site and side-by-side monitors and audits for quality assurance
Identified individual development needs with appropriate training.
Met all customer call guidelines including service levels, handle time and
productivity.
Cross-trained and backed up other customer service managers off-site
Assisted in created training manuals targeted at resolving even the most difficult customer issues
Assisted in developing, implemented and monitoring programs to maximize customer satisfaction and manage on-site customer service representatives
10/2004 - 10/2005 Saxon Mortgage Fort Worth, Texas
Early Stage Collections Representative
Initiate and receive collection phone calls on mortgage accounts and complete appropriate system documentation
Work to reduce mortgage delinquency without sacrificing customer service standards
Organize and prioritize loans based on various factors including date of most recent contact, promise to pay not kept, and borrower financial information
Provide problem resolution when necessary and account maintenance
Review financials and set up repayment plans
Process payments via Western Union
Handle skip-tracing assignments using various data sources to locate customer contact information
Education
1994 Southwest High School, Fort Worth, Texas
High School Diploma
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