Customer Service Representative

SKILLS

Strong interpersonal, communication, and organizational skills.

Excels in fast-paced environments.

Skilled at planning and executing special projects in time-

critical situations.

Quickly establishes rapport and builds relationships with

customers, staff and management.

Self-motivated; with a record of success in troubleshooting and

problem resolution.

Knowledgeable in office automation.

PROFESSIONAL EXPERIENCE

LPS Field Services Solon, Ohio

Code Violation Liaison

2012 - 2013

Review loan history and determine if trash in the yard,

maintenance issues, over-grown lawns, improvements made without

permits, zoning issues, occupancy permits, public nuisance &

safety issues, and any hazardous conditions on property have

been complied with or need addressed.

Document all system(s) accordingly.

Place appropriate work orders based upon code violations and

loan history status.

Schedule inspections with code officers regarding compliance

issues/sign off on completed violation work.

Advises clients of any nuisance liens or potential demolish

hearings.

Work closely with code office to get property back in compliance

issue with city.

Allow Access Liaison

2011 -

2012

Review loan history and determine if the property is vacant,

requires securing and/or property preservation.

Document all system(s) accordingly.

Place appropriate work orders based upon contractors and

inspectors findings.

Process HUD over allowable and pay contractors for completed

work performed (as applicable).

Research and report expenses related to Property Preservation.

Determine if realtor, borrower can receive access or keys.

REO Preservation Technician

2010-2011

. Receive and process code violations from municipalities and/or

HOA.

Process work orders to repair properties market ready

conditions.

Communicate with asset managers, realtors in regards of work

being completed to get property back on market.

Request bids from contractors and negotiate pricing of bids

submitted.

Explain and coordinate case histories of violations and

completed work for client review.

Nationwide Insurance Cleveland, Ohio

P/C Customer Service Representative

2008

- 2010

Provide explanation regarding coverage, limits and deductibles.

Process changes to policies for customers needs and within

company guidelines.

Provide assistant to agents regarding unresolved underwriting

issues.

Take incoming statements from insure at seen of accidents and

pass on to the first lost department.

JPMorgan Chase & Co. Cleveland, Ohio

Administrative Support Coordinator

2007 -

2008

Submitted system access for all new hire and current employees.

Processed all terminations for the Operations Center and shipped

employee files in accordance with Corporate Policy.

Processed all appraisal requests in compliance with Regulation B

standards.

Established and maintained phone and desk-top inventory

spreadsheets in addition to the Operations Center's Call Tree.

Performed daily clerical work for the Access Coordinator.

Performed research and updates on 1099 tax forms for Mortgage

Brokers and Correspondents.

Client Relations Specialist

2004 - 2008

Provided account status information to Brokers, Correspondents,

Settlement Agents, Vendors and Account Executives regarding

closing and outstanding conditions on Home Equity loans in

process.

Acted as a liaison between the Brokers, Correspondents and the

Operation Center.

Placed outbound phone calls to obtain status on outstanding

conditions and information from brokers, attorneys,

settlement/closing agents regarding files being scheduled to

close and fund.

Processed daily reports regarding files in originations in

accordance with Corporate Policies and Procedures.

Customer Service Representative II

2002

- 2004

Serviced Home Equity and Manufactured Home Loans and Lines of

Credit accounts.

Ordered loan documents, checks, payoff letters and other items

pertaining to customer accounts.

Resolved internal and external problem requests as needed.

Suspended and approved funds for lines of credit.

Processed payments for accounts holders, reversal of payments

and reapplied funds entered in error.

Processed address changes, ordering overages on accounts,

payment histories, and disputing advances on accounts.

Provided coaching and feedback to new hires transitioning from

training to the Call Center.

Supported upper management with assigning floor responsibilities

and scheduling monthly monitoring sessions.

Researched escalated issues and initiated positive resolution.

Target Willoughby, Ohio

Front End/Guest Service Supervisor

1999 - 2002

Completed assigned projects/tasks in a timely and effective

manner.

Conducted weekly training sessions with the staff to ensure

accuracy and consistency throughout the department.

Implemented new training techniques for front-end cashiers and

sales floor.

Handled guest complaints, return issues and questions and/or

concerns.

Implemented new processes for monthly and yearly inventory.

Scheduled more than 50 cashiers to maintain the fast paced

customer check out area.

Ensured all supplies were ordered, maintained and delivered to

appropriate departments.

Balanced cash inventory on a daily basis.

Kentucky Fried Chicken Cleveland, Ohio

Shift Supervisor

1998 - 1999

Supervised a staff of 20 employees.

Worked closely with store manager to balance store coverage.

Identified and implemented new procedures on lowering food cost

and controlling inventory.

Conducted weekly training sessions with the staff to ensure

safety and updated health codes.

Hired and trained new employees.

Processed all schedule changes, vacation request and payroll.

Performed daily cash count and deposits.

EDUCATION

Lakeland Community College

2007 - Present

Bachelors in Health and Business Administration expected

2015[pic]

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