Customer Service Professional Experience

Teresa Robinson

(Mobile) 817-***-****

************@*****.***

SKILLS

Works well under pressure, strong organization skills and self-motivated

Ability to work with minimal supervision and meet deadlines.

Quantified record for consistently exceeding goals and delivering a high level of job performance.

Excellent researching and writing skills

PROFESSIONAL EXPERIENCE

Citigroup Irving, TX

Loss Mitigation Specialist 3 September 2011-March 2016

Process unapplied funds through Citilink, SharePoint and DRI

Responsible for analyzing 26 out of 33 products of default servicing

Identify root causes and process gaps in customer coding

Adheres to quality guidelines of less than 5% error rate on internal and external audits

High production, analytical, and attention to details

Responsible for adhering to FNMA guidelines and updates of FNMA’s HSSN payment application

Knowledgeable of Freddie Mac, Fannie Mae, Risk, & Private Portfolios

Lockbox processing checks, important documents for public sector

Transaction Services Imaging

Citigroup Irving, TX

Document Support Specialist I November 2008-Sept 2011

Partnered with management to stream line and resolve concerns when on boarding Home Affordable Modification process

Trained reps Home Affordable Modification

Researched customers information through Citilink, NLS, and Filenet

Processed and performed Quality Control for Home Affordable Modification

Loss Mitigation, Customer Service and Default Mail

Prepped and decremented active credit cards in a secured environment

Swiped active credit cards to deactivate confidential information

Destroyed credit cards to properly ensure clients confidentially

Worked with management to train reps properly on handling credit cards

PROGRAMMING AND SOFTWARE SKILLS

Excellent knowledge and experience using Microsoft products: MS Word, Excel, Power Point, Office Communicator and Outlook

System knowledge: KOFAX, KOFAX 8, AutoPro, OCS, Filenet,, Citilink/Mainframe, AS/400, 10-Key, DRI, and custom applications

EDUCATION

University of Phoenix Business Management 2007- Present

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