Customer Service Human Resources
Resume:
Qualifications Summary
Highly personable Administrative Professional with over seven years of
experience in administrative support, type 65 wpm, claims and sales
processing, insurance, and mortgage banking. Demonstrated ability to gain
customer trust and provide exceptional follow-up, leading to increased
repeat and referral business. Track record of assisting in the design and
implementation of reporting procedures that reduce labor costs and improve
customer-satisfaction ratings. Expertise in resolving escalated customer
service issues. Proficient with Microsoft Office System (including
Microsoft Word, Microsoft Excel, Microsoft PowerPoint , Microsoft Access,
and Microsoft Outlook ).
Experience
customer service specialist
SITEL CORP. - LAS VEGAS, NV 11/2013 - PRESENT
HIRED TO HELP LAUNCH A NEW OUTSOURCING CAMPAIGN. HANDLE INBOUND CALLS FOR
CUSTOMERS NEEDING EMERGENCY SERVICE. GATHER NECESSARY INFORMATION AND
TROUBLE SHOOT ISSUES FOR EXISTING CUSTOMERS.
escrow analysis specialist
BANK OF AMERICA -ADECCO TEMP. CONTRACTOR - LANCASTER, CA 10/2012-6/2013
RESPONSIBLE FOR ACCURATELY REVIEWING AND/OR ADJUSTING LOANS ON EXCEPTION
REPORTS. THE EXCEPTION REPORTS ARE REVIEWED TO ENSURE THAT IMPOUNDED LOANS
ARE ANALYZED ACCURATELY AND TIMELY, AS REQUIRED BY RESPA AND STATE STATUTES
TO ENSURE ALL LOANS THAT HAVE AN IMPOUND ACCOUNT HAVE CORRECT STATUSES AND
ACCURATE ESCROW PAYMENTS.
executive director
SAFE SANCTUARIES FOR CHILDREN AND YOUTH - PALMDALE, CA 6/2010-7/2012
PROMOTE ACTIVE AND BROAD PARTICIPATION BY VOLUNTEERS IN ALL AREAS OF THE
ORGANIZATION'S WORK. FACILITATE TRAINING CLASSES FOR VOLUNTEERS AND NEW
HIRES. MAINTAIN OFFICIAL RECORDS AND DOCUMENTS, AND ENSURE COMPLIANCE WITH
FEDERAL, STATE AND LOCAL REGULATIONS. SEE THAT THE BOARD IS KEPT FULLY
INFORMED ON THE CONDITION OF THE ORGANIZATION AND ALL IMPORTANT FACTORS
INFLUENCING IT. PROMOTE THE ACTIVITIES OF THE ORGANIZATION, ITS PROGRAMS
AND GOALS. REPRESENT THE PROGRAMS AND POINT OF VIEW OF THE ORGANIZATION TO
AGENCIES, ORGANIZATIONS, AND THE GENERAL PUBLIC.
human resources assistant
U.S. CENSUS BUREAU - LAS VEGAS, NV 1/2009-6/2011
HIRED TO ASSIST THE ADMINISTRATIVE DEPARTMENT WITH TESTING AND RECRUITING
TEMPORARY EMPLOYEES THAT WILL GO DOOR TO DOOR TAKING A CENSUS OF THE
POPULATION IN LAS VEGAS, NEVADA. DAILY ENTRY OF EMPLOYEE PAYROLL
INFORMATION. DATA ENTRY OF TEST SCORES AND PERSONAL INFORMATION FOR
APPLICANTS AND EMPLOYEES. FILING OF PERSONNEL INFORMATION AND UPDATES.
FACILITATE AND ORGANIZE QUARTERLY TRAINING SESSIONS FOR EMPLOYEES. VERIFY
ELIGIBILITY OF EMPLOYMENT FOR APPLICANTS. ANSWER MULTILINE PHONES AND
DELIVER CUSTOMER SERVICE ANSWERING VARIOUS QUESTIONS.
Administrative Assistant (temporary positions)
OFFICE TEAM - LAS VEGAS, NV, LOS ANGELES, CA, PORTLAND, OR 4/2000-8/2008
ASSIST WITH ALL ASPECTS OF ADMINISTRATIVE MANAGEMENT, DIRECTORY
MAINTENANCE, LOGISTICS, EQUIPMENT INVENTORY AND STORAGE. COORDINATING
BETWEEN DEPARTMENTS AND OPERATING UNITS IN RESOLVING DAY-TO-DAY
ADMINISTRATIVE AND OPERATIONAL PROBLEMS. SCHEDULING AND COORDINATING
MEETINGS, INTERVIEWS, EVENTS AND OTHER SIMILAR ACTIVITIES. SENDING OUT AND
RECEIVING MAIL AND PACKAGES. PREPARE BUSINESS CORRESPONDENCE, PRESENTATIONS
AND MARKETING DISPLAY BOARDS.
HUMAN RESOURCES REPRESENTATIVE
SUNCOAST HOTEL & CASINO LAS VEGAS, NV 8/2004-5/2005
AS A HUMAN RESOURCES REPRESENTATIVE I WAS RESPONSIBLE FOR ASSISTING
EMPLOYEES AND APPLICANTS WITH EVERY NEED RELATED TO THEIR JOB. MY
DEPARTMENT HANDLED OVER 1,000 EMPLOYEES. AFTER BEING EMPLOYED FOR A SHORT
PERIOD OF 4 MONTHS I WAS PROMOTED TO AN HR REP, FROM AN HR CLERK AND
RECEIVED A SUBSTANTIAL RAISE. FACILITATE NEW-HIRE TRAINING AND ORIENTATION
WITH GROUPS OF 15 OR MORE EMPLOYEES, INTERVIEW AND PRE-SCREEN APPLICANTS
INTERESTED IN WORKING FOR SUNCOAST HOTEL, CREATE AND UPDATE PROCEDURE
MANUALS WHICH INCLUDE ALL DUTIES OF THE HUMAN RESOURCE DEPARTMENT, WORK
DIRECTLY WITH THE HR DIRECTOR PLANNING AND ORGANIZING SPECIAL EVENTS FOR
EMPLOYEES AND OUTSIDE CONTRIBUTORS, AND HANDLED ALL MARKETING AND
ADVERTISING OF SPECIAL PROMOTIONS AND OPEN POSITIONS WITHIN THE COMPANY.
foreclosure specialist
COUNTRYWIDE HOME LOANS, LANCASTER CA, 2/2002-5/2004
WHILE PERFORMING OUTSTANDING CUSTOMER SERVICE AND HANDLING OVER 150 CALLS
PER DAY, I WAS ELEVATED TO THE FORECLOSURE DEPARTMENT. THE FORECLOSURE
DEPARTMENT DEMANDED A MORE DETAILED APPROACH IN ASSISTING CUSTOMERS. IN
VIEW OF THE FACT THAT EVERY CUSTOMER I CAME IN CONTACT WITH FOUND A
RESOLUTION TO THEIR PROBLEM, I WAS ABLE TO PERFORM DILIGENTLY AND
EFFICIENTLY IN THE FORECLOSURE DEPARTMENT. I RECEIVED NUMEROUS BONUSES FOR
MEETING QUOTAS AND CRITERIA. PROCESS REINSTATEMENT LETTERS FOR PROPERTIES
COMING OUT OF FORECLOSURE, SET UP BUDGETS AND PAYMENT PLANS FOR DELINQUENT
BORROWERS TO GET BACK ON TRACK, COLLECT MORTGAGE PAYMENTS FOR BOTH CURRENT
AND DELINQUENT BORROWERS, ASSIST THE SUPERVISOR IN MAKING DECISIONS
CONCERNING DISTRESSED PROPERTIES, FACILITATE TEAM MEETINGS ADVISING OF NEW
INFORMATION AND MANAGEMENT CONCERNS, AND HANDLED VARIOUS CUSTOMER CONCERNS
DAILY USING A CALLING CUE WITH INBOUND AND OUTBOUND CALLS.
Education and Training
Microsoft Office Certificate - Robert Half International Las Vegas, NV
Currently pursuing a degree in Business Administration - Antelope Valley
College
References
Shay Lavender
827 W. Ave L #50
Lancaster, ca 93534
Antoinette rabb
3548 Lonesome Drum St.
N Las Vegas, Nv 89032
Myla French
5830 Cantlewood Ct.
Palmdale, CA 93552
661-492-882
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