Customer Service Sales Representative

Heidi Zoe Taylor

**** ****** ****, ******* ** ***25 919-***-**** *********@*****.***

EXPERIENCE:

SAFE Compliance Coordinator Wells Fargo Mortgage 07/2013-03/2014

• Able to professionally support company’s compliance efforts with federal and state disclosure reporting

requirements & obligations

• Substantial capability of providing support services and compliance guidance

• Thorough understanding of documentation implementation systems assuring comprehensiveness, maximizing

efficiency & ensuring ethical and legal business conduct

• Highly capable of evaluating, investigating and resolving compliance issues and concerns

• Can proactively work with other SAFE teams/partners to address compliance issues during the initial stages of

program developments

• Able to efficiently collaborate with other functional areas modifying processes to address identified risks

• Well acquainted with conducting compliance investigations with corporate counsel

Shipping Coordinator Mutual Distribution 11/2012-03/2014

• Creates shipping documentation including bills of lading, shipping labels, and export paperwork. (NAFTA Certs,

AES filing)

• Routes outgoing shipments through various freight forwarders and schedules transportation of shipments.(FedEX

GND via the Internet, International Forwarding Agents)

• Works closely with Logistics providers to assure on-time shipments.

• Maintains shipment files, issues reports, and responds to customer inquiries regarding status of shipments.

• Prepares and follows-up on freight claims.

• Posts orders and shipping information daily using computer system.

• Work with others in manufacturing department to assure transactional accuracy.

• Provides freight rates to customers and customer service department.

• Back-up Purchasing and Asst. Admin duties

• Communicate accurate order / shipment / export details to Customer Service.

•

Customer Service Representative GFI Software Cary, NC 07/2010-04/2012

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and

dependability in performance evaluations.

• Responsible for customer service in the software division, duties include answering customer queries, providing

customer quotes, problem solving and providing detailed information on new products.

• Provided support to the sales team, ensuring all sales and service objectives are met.

• Maintained accounts with new and existing customers in product support and maintenance.

Fiber Security Analyst Verizon Business Cary, NC 09/01/08-04/22/10

• Protected fiber from being cut or disrupted nationwide.

• Updating mapping database, assisting field engineers on fiber locates.

• Processed dig tickets for the United States and Guam.

• Monitoring and troubleshooting ticket-processing system, performing daily updates on ATP and RM.

Business Analyst Wachovia Mortgage Raleigh, NC 07/24/06-10/31/08

• Provided on-going analysis of internal business data to make recommendations on proposed action.

• Assisted Wachovia Mortgage consultants with navigation through Impact mortgage services suite (a web based

mortgage origination system)

• Responsible for drilling down each broker’s request to ensure that what is being asked is what is actually needed.

• Translated unfocused customer needs into technical form.

Customer Service/Sales Representative Bellsouth Raleigh, NC 12/2006-05/2007

• Built relationships with business customers by advising customers on products to maximize their

telecommunication needs and meet company quotas for sales objectives.

Worked in a high-volume call center assisting customers with telephone accounts.

• Provided service to customers for new and existing business accounts.

• Resolved issues with billing and up sold products to enhance telecommunication needs.

Mortgage Broker CFIC Home Mortgage Troy, MI 12/2005-11/2006

• Built rapport, listened, clarified and managed conversational flow, delivering outstanding service exceeding

customer expectations and building long term loyalty working in teams or in a self-directed environment.

• Managed a high-volume workload within a deadline-driven environment.

• Provided service to customers for refinance and new home purchases.

• Originated loans through realtor and investor relationships.

• Resolved credit and interest rate issues with refinance, and help them obtain loans to purchase new homes.

Customer Service/Sales Representative American Express Greensboro, NC 03/2002-04/2004

• Resolved and average of 500 inquires daily and consistently met performance benchmarks in all areas

(communication skills, accuracy and company compliance)

• Handled customer inquiries, complaints, billing questions and payment extension/service requests.

• Calmed angry callers, repaired trust, located resources for problem resolution and designed best- option solutions.

• Used consultative selling techniques to enhance services on credit cards account. Interface daily with internal

partners in Accounting, Field Services, New Business, Operations and Consumer affairs divisions.

Collections Analyst Bank of America Greensboro, NC 02/2001-01/2002

• Resolved customer issues and provided them with the best solution for delinquent accounts

• Handled customers that were past due on loan and credit card accounts.

• Provided them with solutions to make account current.

• Arranged payment plans and was able to manage upset customers, conflicts and challenging situations.

EDUCATION:

• Wake Technical Community College (Global Logistics Technology A.A.S Degree –2015)

SKILLS:

• Dell Carnegie sales training Typing Speed: 50 wmp Spreadsheet, Excel, PowerPoint and Calyx Point, Net

meeting, Netop, Impact Mortgage System, Resource Manager, Sales Force, Live Person.

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