Customer Service Microsoft Office
Resume:
MONICA AUBREY
Ft. Worth, TX 76112
US
E *.********@*****.***
SUMMARY
Dedicated and focused professional who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.
STRENGTHS
Motivated, organized, and detailed oriented
Ability to work well independently as well as with teams
Strong analytical and interpersonal skills
Ability to diffuse crisis situations and handle in a calm manner
A highly energetic, dependable individual that excels in challenging environments
ACCOMPLISHMENTS
Customer service, - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
EMPLOYMENT EXPERIENCE
Medical Claims Follow-up Specialist, September 2014 – Current – Professional Medical Services
Instrumental in analyzing and following up on billed medical claims to determine the appropriate course of action.
Obtaining & documenting all account information into Hospital’s Health System.
Front End Collection Representative, February 2013 – September 2013 – One Main Financial/CitiFinancial
Responsible for collecting money on personal loan accounts 30 days or more past due.
Made outbound calls using automated dialing system. Updated customer information as needed.
Charge Off Recovery Specialist, August 2006 – February 2013 - CitiMortgage Inc.
Responsibilities include negotiating short sales & settlements, arranging payment plans & payoffs in an effort to recover losses on behalf of the company.
Reviewing financial statements & tax statements.
Analyzing debt to income ratios
Received and distributed faxes and mail in a timely manner.
Provided accurate and appropriate information in response to customer inquiries.
Properly directed inbound calls in phone queues to improve call flow.
Educated clients on the current real estate market and answered any questions they had.
Guided homebuyers and sellers through the process of short sales.
Communicated with owners regarding home and loan status.
Discharge Bankruptcy Specialist, April 2004 – August 2006 - Citifinancial Inc.
Responsibilities include working with discharged bankruptcy clients with an account delinquency of 30 - 89 days, verifying intentions for the real estate property, to determine if customer is an eligible candidate for forbearance (payment) plans or other loan modifications.
Properly directed inbound calls in phone queues to improve call flow.
Communicated with customers, employees and other individuals to answer questions and explain information.
Loss Mitigation Specialist, Nov. 2001 – April 2004 - Saxon Mortgage Services, Inc.
Responsibilities included curing accounts with a delinquency level of 120 days or more, interviewed accountholders to determine eligibility for forbearance (payment) plans or other loan modifications.
Monitored and managed all inbound and outbound collection calls.
Evaluated borrower's financial condition to prepare strategies in case of nonpayment of debt.
Monitored loss mitigation process and made borrower follow up.
Prepared and followed target goals and maintained a proper queue at all times.
Analyzed and identified problem areas and ensured appropriate resolution.
Assisted other departments in loss mitigation process.
Call Center Customer Service Rep. I & II, Sept. 2001 – Nov. 2001 – Saxon Mortgage Services Inc.
Resolved customer concerns regarding account delinquencies and escrow issues.
Collected on accounts 30-90 days default.
Maintained customer records by updating account information.
Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Technical Support, Oct. 1999 –Sept. 2001 - Skytel Communications
I was responsible with assisting customers with troubleshooting their paging units.
Assisted with the set up of software for sending messages.
Processed trouble tickets, monitored outages & answered billing questions.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Provided thorough support and problem resolution for customers.
Major Accounts Representative
Responsibilities included maintaining accounts specified as Major account holders with issues and concerns regarding their paging service.
Mentor – New Hire Training Classes
Responsibilities included assisting with presenting the different modules associated with the job requirements, conducting side by side monitoring & giving constructive feedback as needed.
Administrative Support, April 1998 – Oct. 1999 - Broadband Specialists
Responsible for scheduling interviews, checking references of new hires, maintaining attendance records, office supplies and timesheets.
Was a backup office manager as needed.
Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
Maintained the front desk and reception area in a neat and organized fashion.
Major Accounts Representative, Aug. 1996 – April 1999 - OpTel Telecommunications
Resolved issues and concerns from corporate account holders.
Worked closely with the marketing staff to develop and maintain accurate records of properties including those in the construction phase.
Communicated with customers, employees and other individuals to answer questions and explain information.
Customer Service Representative – OpTel Telecomminications
Answered incoming calls regarding cable and telephone services.
Contributed to the company’s growth goals by selling its products and services as
well as curing delinquency on past due accounts.
COMPUTER SKILLS AND EXPERIENCE
Personal computer, typing, 10-key by touch, laser jet printer, copier, fax machines
Software used: Windows, Microsoft office, PowerPoint basics and excel for windows
EDUCATION
April 1994 Tarrant County Junior College
Certification of Completion
Word Perfect 6.0, Lotus 123, Windows, Word 97 & Excel
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