Customer Service Manager

Charma D. Collins

(C) 214-***-**** (O) 214-***-****

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

OBJECTIVES: Seeking a position with a progressive team-oriented company striving for positive change through strong community presence.

QUALIFICATIONS

• 12 years customer conflict and inter-departmental conflict/service resolution skills

• 3 years mortgage Industry experience

• Trained /Coached in areas of customer perception, articulation/ listening skills specializing in

Customer client interaction

Computer skills-Microsoft Word, Excel, Access, Microsoft Outlook, MSP, LSAMS, FISERVE, CITRIX, CISCO, most of which

are client based user systems

• Type 45-50 wpm.

• Detailed multi-tasking and customer service skills

• Escrow certified

PROFESSIONAL EXPERIENCE

Cornerstone Staffing /Core logic Westlake, TX 2012- Present

• Main objective is to assist our customers in resolving property tax issues in a timely manner

• Update customer (homeowner) records regarding property tax payments.

• Generated research request which assists in fulfilling contract obligations through third party

Mortgage tax and escrow vendor

• Initial contact point between homeowner and mortgage lender as it relates to property tax

• Process and finalize manual escrow tax payments

• Update agency billing and shipping information by way of Talon data base

• Request and verify duplicate bill fee payments

• Assist customers with escrow inquiries (i.e. shortages, surpluses, mortgage payments, loan modification)

• Mentor & train newly hired employees in all aspects of escrow services

• Performed as escalation advocate and team lead consisting of taking inbound escalated escrow calls

Honey do Contracting (Administrative/Property Preservation) (May2010-Spet2012) DFW, TX

• Securing, protecting, and preparing of properties for sale that have undergone foreclosure, default, or are in bank-owned status.

• Analyzed accounts and resolved errors and omissions

• Delegation of work force responsibilities for property preservation (Roofing, winterization, lawn maintenance, Photographs)

• Maintained financial transaction records, i.e: invoices, billing, proposals, purchases and estimates

• REO Eviction Coordinator/ Property preservation Onsite Supervisor

Asst. Manager (Mc. Donald’s) Marshall, TX [Jan 2001- Aug 2005]

• Supervised staff of 15 employees

• Responsible for Interviewing and hiring both full and part time representatives based on needs of the business

• Trained operatives in proper cash handling procedures

• Maintained work schedule data base for balanced work flow

• Maintained product quality and service consistency to enhance sales revenue

EDUCATION: O. D. Wyatt H.S. / High School Diploma

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