Customer Service Manager
Resume:
ANESHA HAUGHTON
Philadelphia P.A 19138
**************@*****.***
HIGHLIGHTS OF QUALIFICATIONS
• Strong skills in time management, prioritizing tasks, and meeting deadlines.
• Exercise independent judgment, decision making and problem solving abilities.
• Excellent communication and customer support skills.
PROFESSIONAL EXPERIENCE:
FREEDOM MORTGAGE CORPORATION
Customer Care Representative / Call Center February 2016 – August 2018
• Answers inbound and make outbound calls and work calls from the Message Center and respond to
Customers’ requests within established timelines in order to maintain service level expectations and deliver
quality service to customers.
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
• Maintains confidentiality of customer’s nonpublic information.
• Provides information and knowledgeable assistance regarding mortgage loans by retrieve loan information
and provide customers their information quickly and efficiently.
• Builds customer relationships by actively listening and resolving complaints quickly, efficiently and
Accurately.
• Provides written and verbal responses to customer inquiries as needed
BAYVIEW LOAN SERVICING
Customer Service Associate/Call Center February 2014 to October 2015
• Responsible for utilizing last contact and other reports to attempt and complete
• Quality Right Party contact with borrowers in compliance with guidelines to be issued
• Heavy Phone work up to 200 outbound calls per day
• Maintain record of calls utilizing LMC system
• Transfer calls to the appropriate Asset Manager once contact is made
• Discuss reason for default and intention for property if Asset Manager is unavailable
• Review and analyze incoming documents for completeness
• Special projects as assigned by the Asset Manager or Manager of Asset Management
JG WENT WORTH
Customer Service Representative/Call Center September 2013 to December 2013
• High volume of incoming calls to assist clients in getting cash advances
• Assist clients with applications in getting cash advances for Pre-settlement cases
• Follow up with clients for additional information
• Provided great customer service to clients daily
NEAT COMPANY
Customer Service Representative/Call Center February 2013 to May 2013
• Receive high volume incoming customer calls in response to product
• Assisted customers with billing discrepancies
• Provided outstanding customer services
• Forwarded escalated calls to the proper departments for resolution
YELLOW PAGES GROUP
Customer Service Representative/Call Center August 2011 to December 2011
• Set appointments with the customer in a timely manner in order to conduct a telephone
Interview after sale has been closed by the sales representative
• Gathered the information necessary to create the customer's website or other multimedia
Product by establishing contact via telephone with the customer
• Initiated a timely courtesy call to high-end customers to ensure follow-up on the completion
Of their website or multimedia product
• Provided follow-ups to inbound calls should you be unable to provide first call resolution.
• Guided the customer on the product and processes and answer any questions they may
Have.
WELLS FARGO BANK
Customer Service/Collection Agent - May 2009 to June 2011
• Collect on overdrawn personal checking, saving and commercial accounts
• Managed collection efforts with high level of persuasiveness and professionalism
• Negotiated payments, while continuing to build a positive relationship with customers
• Offset accounts and take payments over the phone to bring accounts current
• Maintained and exceeded daily and monthly goals and also exceeded monitoring scores
• Worked collaboratively within a team oriented call center
• Provided outstanding customer retention
PECO ENERGY COMPANY
Customer Service /Call Center April 2007 to December 2008
• Handled inquiries, complaints and resolve complex issues in a high volume call center
• Managed a high volume workload with a deadline - driven environment.
• Demonstrated ability to diffuse difficult customer situation with ease
• Updated customers information in a timely manner as needed
SERVISAIR GLOBE/AIR FRANCE
Customer Service Agent December 2005 to February 2007
• Assisted flight crew members to ensure a safe and reliable operation.
• Generated flight reservations using airline computer systems and issued airline tickets and
boarding passes.
• Greeted passengers, issue tickets, provided seat assignments, checked baggage and re-
Booked tickets.
• Escorted passengers and special need customers, all in a prompt and friendly manner.
• Provided excellent customer service.
EDUCATION
Community College of Philadelphia
Business Administration Major September 2016 to Present
Skills/Qualifications:
Microsoft Certified Professional, PC Proficient, and Microsoft Office Suites.
Fiserv, Venture, Lakewood, EDMS, and AS400 Systems.
Customer Service, Collections/Billing, and CIT Correspondence.
Knowledge of Escrow, HUD, PMI/MIP removal process, and Mortgage Loans.
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