Customer Service Sales

Angela Pugh

Foreclosure Specialist II - Bank of America

Fairburn, GA

****************@*****.*** - 661-***-****

• More than 10 years of successful experience in customer service and support with recognized strengths in

account maintenance, problem-solving and trouble-shooting, sales staff support, planning and implementing

proactive procedures and systems to avoid problems.

• Possess solid computer skills.

• Excellent working knowledge using Microsoft Excel, Microsoft Word, PowerPoint, Outlook, LPS and Equator

• Ability to train, motivate, and supervise customer service employees.

• A team player, acknowledged as "Total Quality Customer Service Professional."

• Develop plan, conduct audits and variance analyses, reports generate/maintain.

• Expert ability to multi-task and attention to detail

Synopsis of Achievements

• Exceeded sales projections consistently every month

• Handle incoming and outgoing customer calls in a call center environment.

• Proactive planning led to notable increase in morale in all departments.

• Maintained positive customer satisfaction survey, drastically reducing potential problems.

WORK EXPERIENCE

Foreclosure Specialist II

Bank of America - Simi Valley, CA - 2008 to Present

Foreclosure Specialist- Manage a full portfolio of specialized deadline-sensitive and complex loans ensuring

appropriate timeframes are met to prevent curtailment Review exception reports, identify issues and trends,

loan status and codes making necessary corrections. Correspond with internal departments, government

agencies, external vendors and attorneys to ensure processes are completed within insurer and state

guidelines. Cross trained and served as a SME (subject matter expert) within the transition towards managing

loan portfolio from referral to sale.

Escrow Specialist- Assist customers with complex questions or issues regarding their account received via

phone or correspondence. Exercise strong communication and problem solving skills through resolution.

Customer Service Specialist

Shield Healthcare - Valencia, CA - March 2006 to September 2008

Responsible for providing excellent service to customers, patients and referral sources for medical supply

orders. Verify insurance benefits, physician orders, customer information, data entry and order examination.

Handle incoming and outgoing customer calls in a call center environment generating at least $175k in sales

per month. Assist management in day to day activities within area of responsibility.

Logistics Coordinator

Noble Distribution - Compton, CA - October 2003 to February 2006

Coordinate freight via import/export throughout the country until its final destination. Processed customer order

via 10 key by touch on the Di Vinci System. Process customer claims, freight billing, inventory control, gather

and analyze daily reports. Served as a main contact for several key accounts.

EDUCATION

Certificate in Medical Terminology

SCROC Technical College - Torrance, CA

1994

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