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Manager Customer Service

Location:
Willow Grove, Pennsylvania, United States
Salary:
50,000.00
Posted:
August 15, 2018

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Resume:

RACHEL E. YOUNG

**** ****** ***.

Willow Grove, PA 19090

215-***-**** – (Voice or Text)

ac6ok5@r.postjobfree.com

PROFESSIONAL SUMMARY

Advanced skills in entire MS office, QuickBooks & SalesForce.

PROFESSIONAL EXPERIENCE

ANCHOR ENGINEERED EQUIPMENT, Warminster, PA Nov. 2016 - Present - Executive administrator/Office manager and customer service coordinator for engineered industrial equipment. Manager of front desk and freight manager.

U.S. SECURITY ASSOCIATES, Jenkintown, PA – April 2015 – May 2016 Executive Administrative Asst., Manager of projects, Office Manager/Coordinator, Human Resource responsibilities, Front desk manager.

MERCK PHARMACEUTICAL, Horsham, PA – Customer Service Rep., April 2010 - December 2013

Conferred with Merck associates and external customers to provide information about Merck products.

Identified and Documented Adverse Events from Field Representatives, Physician's, and Consumers.

Identified and Documented Product Quality Complaints and follow up work requested by Quality Division.

Completed and certified on the Samples and Product Training for Merck Products, and Product Quality Specialist. Responsible for the knowledge of all Merck Pharmaceutical Products.

Responsible for meeting predetermined metrics of data integrity, total handling time, after call work, monitoring scores, Adverse Event Clarification, and Customer Satisfaction Survey Results.

GMAC MORTGAGE, Horsham, PA-Client Relations Manager (2001- 2009)

Liaison between borrower, customer relations operations group, production personnel, trustees and rating agencies.

Managed all escalated and/or complex issues that include decision-making.

Handled all correspondence, call center representative.

Addressed inquiries from borrowers re: payments, payoffs, taxes, insurance, escrow analysis, late charges, etc.

Handled daily call queue of inbound & outbound calls during the day.

Processed payments received in the main office & posted to the accounts.

Ensured that loans were serviced in accordance with the terms of the loan documents.

Analyzed real estate collateral and information and posted the monthly Watchlist report to website.

Communicated with internal staff to analyze data requested by rating agencies, investors and subscribers.

Monitored Specially Serviced assets for conditions that may cause a reduction in value.

Prepared Non-Recoverability Determinations on all loans which met advancing risk criteria.

Read and abstracted legal agreements and other contract documents for the assigned portfolio.

Participated in Special Servicer and Investor conference calls.

Performed a lead role in developing, generating and analyzing custom reports.

Monitored the entire portfolio of servicing assets including mortgages, assets, and lines of credit.

Performed at a decision-making level to lead special projects and assignments with limited supervision.

Responsible for producing the reporting, data transmission and remitting for each designated investor.

Worked with trustees, master-servicer, and sub-servicers as applicable to meet requirements efficiently.

Reconciled Principal & Interest accounts.

EDUCATION

Kutztown University, Kutztown, PA – Bachelors Degree

Chestnut Hill College



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