Summary

Experienced in focusing on issue resolution for internal and external customers in time-critical, fast-paced and high-volume environments. Well organized with a drive to exceed expectations.

Professional Skills

Detail oriented. Able to analyze date proficiently

Customer Service resolution specialist

Committed to high standard of confidentiality

Approachable professional who builds trust-based relationships across the business

As a leader, evaluated and coordinated functions of the team to ensure the highest level of services

Flexible to change according to company needs

Excellent comprehension, oral and written communication skills

Adept at computer programs including Outlook, Word, Excel, and PowerPoint and proprietary Customer Relationship Management systems

Experience

Meracord (transferred and promoted) formerly known as Noteworld

Supervisor 1, Operations, Tacoma, WA Sept 2012 – Jun 2013

Served as the escalation point for client's complex issues transferred from call center

Assisted manager with hiring, training, and terminating employees

Delegated tasks and monitored performance of staff

Analyzed data for tax and insurance accuracy

Supervised 6-12 employees

Team Lead, Payment Processing, Phoenix, AZ Dec 2009– Sept 2012

Took initiative to provide technology with user feedback on needed system enhancements for our tax and insurance escrow accounts.

When dealing with upset customers transferred from the call center, maintained composure until the issue was resolved.

Assisted management with the development of written work procedures

Ran day end programs to balance receivable and payable and electronically sent ACH transactions

Utilized well-developed decision making and procedures in times of emergency due to technical problems to ensure money transferred to client's bank timely

Leader to 12 employees

Team Lead, Seller Financed Loans, Grants Pass, OR Apr 2005 – Dec 2009

Mentored, coached and trained employees in a positive, encouraging way to empower an outstanding cross-functional customer service team in Oregon

Resolved complex escalated customer complaints delivering a high degree of customer satisfaction and trust in the company

Audited customer accounts for accuracy on how payments were posted to account

Recognized as an approachable manager who quickly builds trust-based relationships across the business

Lead work flow and kept the team on task to consistently meet performance goals

Reviewed the client’s legal documents (promissory notes, land sale contracts, trust deeds, etc.) which dictated how each payment was to be applied keeping buyer and seller's information confidential

Improved communication with employees in the Bend and Eugene, OR offices which increased payment posting accuracy rates

Kept inventory and reordering of check stock paper and office supplies

Team Lead to 8 employees

First American Title Insurance, Grants Pass, OR

Payment Processor Mar 2004 – April 2005

Greeted customers and accepted their loan payments in cash drawer

Reviewed with the supervisor the client’s legal documents (promissory notes, land sale contracts, trust deeds, etc.) which dictated how each payment was to be applied

Applied payments to client accounts

Reviewed client tax and insurance escrow accounts for payment application accuracy

Avnet Computer, Tempe, AZ

Administrative Assistant to Vice President Jan 1999 – Jan 2004

Orchestrated Outlook calendars, making travel arrangements and arranging on-site and off-site meetings

Kept stats up-to-date using Excel, which included rolling up weekly and monthly utilization and sales forecast reports. Reviewed expense reports

Wrote letters using Word and created PowerPoint presentations for meetings

Record keeping such as annual reviews of vice president's direct reports

Provided clerical and administrative support to various vice presidents

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