Customer Service Representative
Resume:
Lisa LaMond
716-***-**** *******@***.***
An innovative, forward thinking professional committed to business growth and success. Developing strong business relationships utilizing direct and indirect customer service skills for effective communication, while supporting the company mission in alignment with established core values; An ambitious individual that goes above and beyond each day to meet/exceed company, team and customer expectations, with an organized and resourceful demeanor.
EDUCATION: Paralegal Certificate American Institute for Paralegal Studies Medaille College, Buffalo, NY
ASSETS
Persuasive, confident and energetic
Customer-focused and team driven
Organized, analytical, collaborative
Detail/solutions-oriented; practice good judgment
Professional, courteous and responsive
Exceptional management and communication skills
EXPERIENCE
U.S. Small Business Administration
Customer Service Representative Disaster Assistance September 2017- Jan 2018
Selected to relocate for immediate deployment to provide disaster assistance to victims of Hurricane Harvey
Provided counseling to borrowers concerning compliance with the terms and conditions of disaster assistance loans in area field offices
Reviewed mortgage loan authorizations and mortgage loan modifications for legal sufficiency
Reviewed mortgage loan closing documents with borrowers and forwarded to the processing
Center for disbursement of recommended funding
Assisted Borrowers in completing Loan Applications for disaster assistance.
PHH Mortgage Corporation
Case Manager Buffalo, NY 2013 – 2016
Selected to work on files overseen by the OCC
Responsible for loan modification portfolio of 225 accounts
Advise customers of modification programs and other loss mitigation programs
Process and gather customers documentation needed to process modification request
Act as liaison between customers and other departments during trial payment periods and monitor until permanent modification was completed
Prepared and submitted loans to underwriting department
Notify customers of declines and advise of short sale or deed in lieu options
Bank of America
Customer Relationship Manager West Seneca, NY 2011 – 2012
Responsible for loan modification portfolio of 400 accounts
Contact customers to advise of modification programs and other loss mitigation programs
Process and gather customers documentation needed to process modification request
Prepare and submit loans to underwriting department
Worked with team on improving communication between modification and underwriting departments
National Action Financial Services
Debt Collector for Chase Banks credit cards Williamsville, NY 2009 – 2011
Contact 300 customers per day regarding delinquent accounts
Provide payment arrangements to customers and offer settlement options
Handle escalation of calls with disgruntled customers
Kirchmeyer & Associates
Customer Service Representative West Seneca, NY 2008 – 2009
Process 85 appraisal orders from lenders on a daily basis
Coordinate with appraisers regarding completion time of work ordered
Advise lender of any issues that the appraiser determines upon exterior and interior inspection
Buffalo MRI & CT
Receptionist Amherst, NY 2008 – 2007
Answer switchboard
Transfer calls to appointment schedulers
Process insurance companies requests for medical records
Process requests from law offices for medical records and x-ray films
Request copies of films from technicians per patient and doctors office requests
Transmit electronical medical records to doctor’s offices
United States Small Business Administration 05/2006 – 12/2006
Paralegal Specialist for Disaster Assistance Center
Provided counseling to borrowers concerning compliance with the terms and conditions of disaster assistance loans in area field offices
Reviewed mortgage loan authorizations and mortgage loan modifications for legal sufficiency
Reviewed mortgage loan closing documents with borrowers and forwarded to the processing center for disbarment of recommended funding
Amherst Town Supervisors Office 08/1994 – 12/2005
Administrative Assistant for Town Supervisor
Prepared all speeches and processed all press releases to media outlets
Responded to constituents’ concerns through correspondence, e-mail and phone calls
Organized: Town Supervisor daily schedule and arranged meetings with department heads
Archived yearly records and organized daily filing system
Filed Star and senior citizen tax exemption applications
Processed of deeds from recent property sales
Filed all Local Laws passed by the Town Board with the Secretary of State Office
Transferred municipal bonds to depository trust companies
Issued all marriage, birth and death certificates as sub registrar
TECHNOLOGY: Excel, Word, Outlook, Access
References Available Upon Request
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