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Customer Service Representative

Round Lake Beach, Illinois, United States
45,000 annual
August 23, 2018

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Kristen Stoner

**** * *** *** ***. #*

Round Lake Beach, IL 60073

Phone: 1-847-***-****

Executive Summary

Motivated and passionate business professional with a proven track record of results. Self-starter with a high energy level that works well under pressure of managing multiple responsibilities simultaneously. A dedicated team player that that possesses a passion to grow my professional knowledge.

Employment History

Senior Client Analyst

Dovenmuehle Mortgage Inc.

January, 2015

Act as a customer liaison, handling and prioritizing the influx of client requests while keeping everyone informed

Analyze, research, and resolve complex client issues, that come in by phone and email

Research open items and resolve high priority issues by working with various departments within the company

Process system maintenance requests, payment postings, and reversals

Issue refunds and document the servicing or the account

Follow-up with the client throughout the research process

Provide confirmation upon completion of the research.


Dovenmuehle Mortgage Inc. - Special Product

January, 2006 January, 2015 (9 years)

Verify new loans are set up in system correctly

Update loan Modifications, interest rate and payment changes

Update system daily with current index reports

Send out notifications of loan changes

Process all incoming mail and fax inquiries from borrowers

Take inbound customer service and borrower phone calls

Respond to RESPA inquires

Research borrower and client issues

Work with clients on getting proper documentation, Notes, Modification documents for borrowers’ files.

Drop Ship Specialist

Quill Corp.

January, 2005 January, 2006 (1 year)

Processing returns, damages and misrouted shipments

Also helping Customers with any invoicing or Credit questions

Answered customer questions regarding shipping costs, or about products and their capabilities

Processed special order item requests and deciding whether to up sell or cross sell to other products to increase sales.

Customer Service Representative

Hewitt & Associates

January, 2004 January, 2005 (1 year)

Inbound call center, helping employees enroll in 401 (k) plan chose investments, advise on pension plans, and make final distributions of pension and 401 (k) plans that rollover to other financial institutions

Also helping with issue loans and with drawls on payments from 401 (k) accounts.

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