Customer Service Professional
Resume:
*** **** ****** *****, **********, AL *****- Home: (205)201- 5837 Cell: 205-***-****
ac3khm@r.postjobfree.com
LaTarsha Lacey
OBJECTIVE: To obtain a position where I can expand my abilities and skills to dwell within your company.
EXPERIENCE:
AllState- March 2017- Present
Off 280 Highway
Claims Specialist
Research submitted claims and records regarding eligibility and compliance with the provisions of the Certificate of Coverage to ensure accurate application of coverage benefits.
Process low to medium complexity claims to ensure timely and accurate response to claimants in strict accordance with carrier, state, federal and internal compliance requirements.
Generate concisely written correspondence to members, insureds and providers to request required information in a timely and accurate manner and follow-up as needed.
Monitor and review pended claims to ensure that final claim determination and follow-up are performed in accordance with carrier, state and federal requirements.
Manager: Jubal Gibson
Wage: 15.00
State Farm- October 2014-January 2015
Homewood, AL
Payment Plan Account Representative
Support flexible billing options program
Respond both orally and in writing to inquiries from policyholders, Agency force, general departments, regulatory departments, mortgage companies, banks, claim representatives, and department employees
Provide exceptional customer service and build positive relationships with both internal and external customers
Perform account maintenance for State Farm Payment Plan accounts
Navigate and use multiple computer applications simultaneously to respond to internal/external customer inquiries
Apply process guidelines and use independent judgment, reasoning, and critical thinking to make decisions
Manager: Latonya Gatewood
Wage: 11.25
Wells Fargo Home Mortgage- November 2011- July 2014
Homewood, AL
Home Preservation Specialist
- Interview borrowers to understand their specific situation; identify and request the appropriate documents required for loan modification review.
- Analyze the customer's financial situation and making recommendations on loan modifications/ workout options to resolve delinquency.
- Ensure necessary information and complete packages are received in a timely manner.
- Answer inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification, short sale and foreclosure process.
- Identify, maintain, track and log requested documentation for loan modification review.
- Place outbound calls to notify borrowers when additional loan document information is required or to follow up on loan docs.
- Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines.
- Notify customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision.
- Communicate and coordinate with multiple Servicing departments( both internal and external to WF).
- Remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process.
- Notify and inform borrowers of changes to established dates/ timelines throughout process.
- Work with borrower to set up work out payment plans.
- Work with borrower to set up and follow up on good faith payments.
- Work with borrower to get loan modifications signed and closed.
- Work with borrower to obtain broker information for short sale process.
- Provide information to borrowers on the escalation/ complaint procedures/ process within WF.
- Effectively work in a team environment in an effort to achieve team/ volume goals and provide superior customer service.
Manager: Boemi Williams
Wage: 18. 18
Wells Fargo/ Aerotek- February 2011- November 2011
Homewood, AL
Claims and Disputes Rep
- took inbound calls 100% of the time to assist customers with filing of claims and disputes
- determine if dispute is legitimate
- worked with other departments to assist customers
- average handle time( 460) or less on a daily basis
- the company strives on being punctual, adherence and compliance along with average handle time
Manager: Stuart Holmes and Phillip Morrison
Wage: 10.00
AT&T INTERNET SERVICES- September 2009- February 2010
600 19TH Street South
Birmingham, AL 35222
Customer Assistant
- took inbound calls 100% of the time through handset assist customers with registration
- troubleshoot DSL for customers such as setting up modems as well as email
- worked with other departments to assist customers
- metrics had to be 85% or above on a weekly basis
- the company was very keen on attendance as well as professionalism over the phone
Manager: Franklin Reeves
Ending wage: 11. 25
SWIFT TRANSPORTION- September 2007- January 2008
5250 Truman Boulevard
Decatur, GA 30035
Truck Driver
- picked up and delivered freight from state to state ranging from pallets to frozen foods
- maintained a log book to track daily activity
- did pre-trip inspection on vehicle( make sure that there was no problem with your truck before traveling over-the-road
Manager: Dale Dedmond
Ending wage: 8.00
SITEL COPORATION- October 2005- February 2007
5330 Oporto Madrid Boulevard
Birmingham, AL 35210
Customer Service Rep
- took inbound calls 85% of the time for Verizon Wireless through handset
- little payment processing
- worked with other departments to assist customers
- worked with customers to handle billing inquiries
- metrics had to be 85% or above
- received awards for attendance, first call resolution, as well as great customer surveys
- professionalism over the phone was a must
Manager: Eugenia Fields
Ending wage: 9.00
EDUCATION:
GADSDEN JOB CORPS- October 2005- September 2007
GED and received trade in Business Technology
VIRGINIA COLLEGE ONLINE- June 2008- 2010
Going to obtain Associates in Healthcare Reimbursement
SKILLS:
punctual
10- key
Crt/ data entry
Build rapport
Multi- taskable
Adapt to change
Work well under pressure
Take initiative
Type 40 wpm or above
REFERENCES:
Phillp Morrison
Management with Aerotek
Janice Moneghan
Co- worker at AT&T
Friend for 4 years
Jubal Gibson
Manager at Allatate
Tesla Winborn
Friend of 8 years
Boemi Williams
Manager at Wells Fargo Home Mortgage
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