Customer Service Representative
Resume:
Heather L. Skerrett
***B Fish Rock Rd, Southbury, CT 06488
**********@*****.***
Work History
Cartus Inc., Danbury CT
April 2012 – Present
Asset Recovery Financial Consultant
• Facilitated financial packages for borrowers facing foreclosure and looking to get an approved short sale
on their property
• Obtained required financial documents per Servicer’s/Investor’s guidelines within set time frames
• Completed applicable data items in Atlas and/or tasks in the Investor’s systems, if applicable
• Reviewed files to confirm all documents that may be required are received and valid to create a complete
financial package to submit to the Servicer/Investor
• Entered financial information according to client specifications including spreadsheets, templates,
Servicer’s systems such as Atlas, Access and Citrix PHH system
• Submitted complete financial packages for audit purposes in order to verify that all documents and
calculations are in good order to forward the file to the next processor
• Handled high volume inbound and outbound call volume within the financial team lines
• Consistently met or exceeded team metric standards on a monthly basis
• Maintained excellent relationships with coworkers as well as outside Brokers to expedite creating
complete financial packages
• Recognized by management, coworkers and outside clients/borrowers concerning my excellent
customer services skills using the company ‘MAGIC’ practices
• Received company ‘BRAVO’ awards for individual excellence in adhering to company core values
including Service, Financial responsibility, Respect, Collaboration and Ethical Behavior
J Morrissey, Windsor CT
2010 – 2011
Temporary Representative at
Neopost Inc, Milford CT
Lease Administrator
• Processed terminations of customer leases that had matured or were considered bad debt to the
company
• Researched accounts for fund transfers and between customer leases as well as calculated credit
requests for customer
• Answered inbound call from dealers and sales reps providing information concerning customers and
contracts
• Contacted dealers and reps of maturing leases along with creating quotes to be used by dealers and
reps to create possible new business opportunities
• Processed changes to leases including PO changes and updating meter rental information
• Excelled in managing time in a high volume and fast past business environment
• Consistently met target goals set by company management
Cooper Surgical Inc., Trumbull CT
2008 – 2010
Customer Service Representative
• Answered inbound calls in a fast paced call center
• Utilized multi-tasking skills to make sure that orders were processed correctly
• Coordinated with shipping when needed for time sensitive matters
• Processed orders via phone and fax for customers in an expedited manner
• Helped customer navigate our website for product information
• Handled customer issues and resolved with immediate response
• Worked with Accounting department with any invoice issues when needed
• Collaborated with my other co-workers to ensure 100% satisfaction of our customers
• Was recognized by my supervisors and manager for my extensive customer service skills
Cigna Tel-Drug, Horsham PA
2007 - 2008
Senior Customer Service Representative
• Assisted patients with ordering injectable medications within our specialty department
• Answered inbound calls from patients and doctors concerning accounts and medication refills
• Provided high standard of service in a high call volume environment
• Maintained 100% customer service scores on all call quality checked by QA department
Orthovita Inc., Malvern PA
2006-2007
Sales Services Liaison
• Provided high
end service support for all reps and hospitals in Northeastern US territory
• Updated and
managed customer accounts
• Handled
Credits and billing issues in the department
• Collaborated
in updating department procedures with internal paperwork and service
PFPC Global Fund Services Inc., King of Prussia PA
2000-2006
Broker Services /Trade /Investor Services Specialist
• Provided
prompt and accurate responses to account inquiries
• Efficiently
resolved broker and shareholder issued and provided follow-up to inquiries
• Organized and
distributed new employees with Reference Manuals
• Maintained high
QA scores levels in customer service
• Recognized for
high quality and excellence in customer service by fund clients
• Participated in
HR classes for continued Education: Focus Training and Building Client Rapport
• Collaborated
with the creation of new forms and information sheets for the department
• Served as
back-up coverage for other departments when needed
• Processed
incoming and outgoing wire transfers on a scheduled daily basis for our client accounts and completed
• Met the
Divisions strict QA standard of 98% or higher for Settlement and Reconciliation
Education
Radnor High School, Radnor PA
High School Diploma
June 1994
Harcum Junior College
Pharmacy Technician Certificate
October 1996
Southern New Hampshire University
Business Management /Industrial Occupational Psychology
Beginning January 2014
Skills
• Analysis, Judgment and Decision Making
• Customer/Client Driven
• Teamwork
• Strong Interpersonal/influencing skills
• Client/Investor guideline management
• Strong verbal and written communication skills
• Results oriented
• Cartus Systems (Atlas & HEM)
• Microsoft Office
• Oracle
• Outlook
• CRM systems (Customer Relationship Management)
Learning/Development
• MAGIC / “make a good impression on the customer”
• Code of Ethics and RESPA
• Global Anti-Bribery
• Information Management and Security
• Ethical Leadership
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