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Customer Service Representative

Charlotte, North Carolina, United States
February 03, 2018

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*** ********* ****

Charlotte, N.C. 28217



Transcom- Charlotte, NC 8/2016-Current

Customer Service/ Technical Support

Provided troubleshooting for modems and routers via phone or chat

Researched customer concerns for resolutions

Escalated matters as needed to Tier 2 support

Processed payments and updated payment methods

Provided upsells and processed equipment orders

Synchrony Bank- Charlotte, NC 4/2015-8/2015

Customer Service Representative

Received inbound calls in a call center environment from both existing and new Synchrony customers

Assisted customer’s with making payments on the account

Took credit card applications over the phone

CitiMortgage- Fort Mill, SC 6/2011- 6/2014

Homeowner Support Specialist

Received inbound calls from homeowners who fell behind with mortgage payments

Developed an understanding of client’s needs, built rapport and took action to ensure that such needs were met

Conferred with the underwriters to resolve mortgage application problems

Contacted clients with delinquent accounts to obtain payment in full or negotiate payment arrangements

Operated as a team lead to assist managers with office duties

CitiMortgage- Fort Mill, SC 9/2009- 6/2011

Document Retrieval Specialist

Communicated with clients who had been sent a modification package for the Home Affordable Program

Managed assigned portfolios in an ownership environment while taking inbound and making outbound calls

Worked as a team-lead assisting managers as well as grading recorded calls

CitiMortgage- Fort Mill, SC 4/2004- 9/2009

Loss Mitigations

Arranged for debt repayment or established payment arrangements based on the client’s financial situation

Convinced clients to pay the amounts that were due on credit accounts, damage claims, or non-payable checks

Investigated delinquent accounts to new addresses by inquiring at post offices and telephone companies

Maintained a friendly and professional client interaction

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