Customer Service Representative

MICHAEL SEAN COYLE

***** *. ******** **** **., #96

Farmington Hills, Michigan 48334

Telephone: 248-***-****

E-mail: *********@*****.***

CAREER OBJECTIVE

A challenging position in the customer service industry that requires

attention to detail and follow-through in evaluating consumer products and

services, with a goal of increasing customer satisfaction and building

strong rapport with vendors, clients and management.

BACKGROUND SUMMARY

Several years experience as a vendor analyst and client advocate for

Quicken Loans, Inc., facilitated the progress of mortgages in various

aspects before and after closing, assured that clients felt comfortable and

confident in their mortgage experience. At Banctel.com, worked with

consumers in searching for lenders and banks to offer more favorable

interest rates and mortgage programs.

PROFESSIONAL EXPERIENCE

EXPRESS EMPLOYMENT PROFESSIONALS, KEEGO HARBOR, MICHIGAN, ASSIGNED TO PSI

CONTACT CENTER, COMMERCE TOWNSHIP, MICHIGAN February 2013-April 2013

Customer Support Agent

. Answered customers' e-mail inquiries regarding product purchase

incentives

DIRECT BUY, FARMINGTON HILLS, MICHIGAN January

2013-February 2013

Prospecting Appointment Setter

. Made outbound telephone prospecting contacts to set up visitation

appointments to Direct Buy's Farmington Hills showroom with the

objective to increase membership

RANDSTAD, INC., LIVONIA, MICHIGAN, ASSIGNED TO SHIFRIN-HAYWORTH RESEARCH,

SOUTHFIELD, MICHIGAN

November 2012

Follow-up Customer Support Agent

. Made outbound telephone calls to customers of Consumers Energy

regarding installation of SmartMeters at their homes

MINACS, INC., FARMINGTON HILLS, MICHIGAN

October 2012

Netflix Customer Service Representative

. Trained to become inbound telephone Customer Service Representative

for Netflix customers

BANCTEL.COM, TROY, MICHIGAN March 2011-May 2012 and July 2009-

November 2010

A leader in the Internet-based lead generation and conversion industry.

Primary clients have included mortgage lenders, educational institutions

and debt advisors.

Telemarketing Support Agent

. Matched potential home buyers and refinancers with mortgage lenders

that service their areas when seeking mortgage interest rates and

programs that best fit their needs

CAMELOT SI, LLC, FARMINGTON HILLS, MICHIGAN November 2010-

February 2011

Exclusive licensee for on-line sales/customer service for The Sharper

Image.com.

Call Center Customer Service Agent

. Placed, tracked and investigated orders over the telephone for

innovative products available via The Sharper Image.com, taking

advantage of up-selling opportunities when feasible

KELLY SERVICES, INC., DEARBORN, MICHIGAN, ASSIGNED TO BUDCO, INC.,

HIGHLAND PARK, MICHIGAN

October 2008-April 2009

Telephone Auditor (for General Motors Dependent Eligibility Audit)

. Answered telephone calls from General Motors employees and retirees

and advised of, reviewed and evaluated necessary documentation to

continue eligibility for their dependents under General Motors'

medical, dental and vision insurance plans

QUICKEN LOANS, INC., LIVONIA, MICHIGAN

June 2004-June 2008

The number one on-line home mortgage lender in the country.

Vendor Analyst for FHA Mortgages 2007-2008

. Arranged FHA appraisals for borrowers who were in the process of

obtaining FHA home mortgages and made sure the appraisers/appraisals

met FHA requirements

Vendor Analyst for Homeowner's/Flood Insurance 2006-

2007

. Contacted Homeowner's and Flood insurers and compiled policy

information for borrowers-in-process

Client Advocate (primarily post-closing) 2004-2006

. Resolved mortgage and home equity line of credit issues for borrowers

via telephone and e-mail and answered loan servicing questions

. Facilitated the loan process for prospective borrowers by assisting

them through the on-line loan application process

. Addressed and advised on issues encountered by borrowers during the

loan set-up and closing processes based on information provided in

post-closing questionnaires, thereby assuring borrowers of our

commitment to them before and after closing

I have worked several temporary call center/customer service positions

between May 2012 and the present.

PERSONAL ATTRIBUTES

Dedicated team player with a strong work ethic, exceptional verbal and

written communication skills, detail-oriented, customer-focused. problem

solver and analytical with good listening skills. Take client

confidentiality very seriously.

COMPUTER SKILLS

. AS400/Lakewood

. Collateral Management System (for scheduling and reviewing home

appraisals)

. GATORS (loan closing/disbursement system)

. Microsoft Outlook

. Microsoft Word

. Profiler (data entry system by Siebel)

EDUCATION

Bachelor of Arts, Psychology, Western Michigan University, Kalamazoo,

Michigan 1983

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