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Customer Service Representative, Receptionist, Secretary

The Villages, Florida, 32163, United States
January 11, 2018

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Deborah L. Knapp

*** **** ****, *** ********, FL 32163



Skilled in maintaining high level of customer service. Innovative, detail oriented, organized, self-starter and performance driven professional. Excellent verbal and written communication skills. Adjusts easily to change. Accepts and meets demanding goals and objectives.


• Collections department – (Call Center) worked with customers to pre-qualify for loan and home modifications and repayment plans. Also communicated with customers on potential delinquencies and offered option plans to satisfy both parties.

• Customer Service department – (Call Center) worked with customers on the processing of payments and provided information on escrow accounts.

• Real Estate Owned department – (Call Center) Worked closely with vendors to ensure that our bank owned properties met state and county codes. Placed work orders and maintenance orders through our property preservation department to keep homes in compliance. Assisted customers interested in purchasing our bank owned properties Received recognition for perfect quality on calls and perfect quarterly attendance.

• Processed new Life insurance and annuity applications. Responsible for policy billing and maintaining contract packages for new agents.

• Worked with customers submitting death claims, processing loan requests and providing information on specific life policies.


07/2009 - 11/2017 Wells Fargo Home Mortgage Call Center 8480 Stagecoach Circle, Frederick, Maryland 21701


11/2008 – 07/2009 Giant Eagle Grocery Chain

02/1998 - 11/2007 New York Life Insurance Company

Washington D.C. General Office

6901 Rockledge Drive, Suite 800, Bethesda, Maryland 20817 301-***-****

02/1997- 12/1998 MetLife Insurance Company

Rockville, Maryland


• Montgomery County Community College, 1986-1987

• Colonel Zadok McGruder High School, Rockville, Maryland.

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