Customer Service High School

Heather Rooney

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

Address:

City: Glen Allen

State: VA

Zip: 23060

Country: USA

Phone: 804-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Diligent and driven Judgmental Underwriter who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.

Educational Background:

High School Dipolma from Hermitage Technical Center, Richmond VA 1/2001 to 6/1998 (C.N.A.)

High School Dipolma from J.Sargent Reynolds Community College, Richmond VA 1/2001 to 12/2012

Job History / Details:

Summary

Diligent and driven Judgmental Underwriter who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.

Highlights

Notary Public for Henrico County

Excellent communication and interpersonal skills

Active listening skills

Customer service expert

Adaptable and Flexible

Excellent time management skills

Strong work ethic

Strong organizational skills

Adaptive team player

Dedicated to process improvement

Strong problem solving ability

Devoted to data integrity

Risk management evaluation background

Inventory management background

Meets/exceeds goals

Attention to detail

Account analysis expertise

Complex problem solving

QuickBooks

Proficient with Microsoft Office Suite

QuickBooks

Invoice processing

Analytical

Account reconciliations

Experience

December 2008 to November 2012

Capital One Glen Allen, VA

Senior Judgmental Decision Underwriter

Certified Underwriter for new and existing credit accounts

Analyzed and evaluated the collateral, credit, and financial status of cardholders to grant, maintain, or decrease credit limits on new and existing credit accounts

Evaluated debt to ratios, loan to value ratios, credit score, and property valuation on all cardholders.

Developed creative promotions to encourage team mates to meet efficacy goals, resulting in a 96 percentage achievement rate

Managed incoming and outgoing calls for a team of 22 associates while underwriting accounts and maintaining 100 percentage in customer service quality

August 1998 to December 2008

Stevens Jewelers Richmond, VA

Lead Sales Consultant

Recommended and assisted customers in selecting merchandise and placing specialty orders based on their needs

Managed wide variety of customer service tasks by contacting customers regarding sales, repairs, warranties and provided estimates while maintaining 100 percentage on customer satisfaction surveys

Managed files, processed customer warranties, ran weekly and monthly reports, processed vendor invoices and handled the bookkeeping

January 2007 to December 2007

World Access Richmond, VA

Bankcard Specialist

Specialized in Visa and Master Card benefits and claims

Handled incoming calls with supreme customer service and accuracy in a timely manor

Resolved customer complaints and concerns with strong verbal and negotiation skills

Displayed courtesy and strong interpersonal skills with all customer interactions while maintaining and updating benefit information

January 2005 to July 2005

CitiFinancial Richmond, VA

Senior Customer Service Representative

Sold and processed mortgages, personal loans and auto loans

Managing customer accounts, financial records, files, and monetary transactions

Processed office bills, property deeds and titles, and customer transactions

Analyzed and evaluated credit beaus, and financial status, collateral, debt to income ratios, loan to value ratios, and property valuation to process applications for many types of loans

February 2001 to December 2004

River Asset Management Richmond, VA

Assistant Property Manager

Rented apartments to future residents, and renewed current residents lease terms

Processed service requests and concerns, inspected property, managed reports, resident files, office files and bills, and posted rent payments

Analyzed cost control and provided timely financial information to support corporate property goals

Called prospective residents and updated them on current and future rental availability

Reviewed and processed all lease contracts and addendum's with future residents

Executed quarterly financial reporting on multiple properties

Education

1998 Hermitage Technical Center Richmond, VA

Certified Nurses Certificate C.N.A.

J.Sargent Reynolds Community College Richmond, VA

Business Administration

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