Customer Service Sales

Customer Service

Product Knowledge Quality Focus

V Exemplary customer service with 9 years of experience processing client

requests, diffusing tense issues and implementing accurate and immediate

resolutions, and educating clients on services and products.

V Articulate communicator skilled in establishing expedient verbal rapport,

listening, understanding, and troubleshooting client issues in a

professional manner.

V Proven leader and team player adept in providing training, support, and

assistance to colleagues and administration.

Intercommunications Multi-Tasking Report Preparation

System Tracking Client Recruitment Client Relationship

Management

Documentation Records Maintenance Problem

Analysis/Resolution

"Resolved modification to foreclosure documents"

"Supported Net Promoter Score Closed Loop Call-Back process"

"Managed needs of various teams through extensive follow-up procedures"

PROFESSIONAL EXPERIENCE

CitiMortgage Inc., The Lakes, NV ( Feb 2012-Present

Vice President-Document Control (Apr 2012 - Present)

Effectively execute various foreclosure documents and review documents

verifying accuracy of facts contained within company business records.

Proven Subject Matter Expert charged with handling questions from

management and employees regarding policy and procedures in the document

execution process. Track and maintain work via production tracker and

oversee work quality and production goals. Perform mathematical

calculations.

. Collaboration: Work closely with outside attorneys resolving

modification to foreclosure documents in accordance with company policy

and procedure and federal regulations in all U.S. states

. Instruction: Provide training to employees regarding document execution

process

. Accomplishments: Maintain production and quality contributing to team's

reputation as most reliable in production and quality of all sites and

improvement of team member's productivity and quality numbers

Mortgage Booker, Loss Mitigation Specialist (Feb 2012 - Apr 2012)

Managed queue accounts regarding loss mitigation and completed cases by

inputting information into various systems. Performed quality control

checks on modification documents and various systems and conducted multiple

job related duties and special projects on as needed basis.

. Support: Provided help desk support, assisted Homeowner Support

Specialists with loan status, and aided with booking scenarios

. Accomplishment: Contributed to team's reputation as most top performing

team in production and incentive

CitiCards, The Lakes, NV ( Jan 2005 - Feb 2012

Lead Associate (Jan 2011 - Feb 2012)

Served as client advocate including demonstration of passion for client

experience. Handled Customer Relation Team call types including supervisor

calls, diffused tense customer interactions, managed conflicting

interactions, and built rapport with clients. Completed administrative

duties including creation and distribution of reports and communications,

conducted follow-ups on team member deliverables, performed contest

tracking, and opened troubled tickets for system related issues. Monitored

customer service calls and provided feedback to customer service

associates.

. Support: Supported Net Promoter Score Closed Loop Call-Back process by

contacting clients regarding recent interactions and experiences with

CitiCards including researching accounts, reviewing prior contacts and

requests, and documenting contact outcomes

. Problem Solving: Implemented problem resolution utilizing experience, in-

depth product and process knowledge, and analytical skills, and resolved

complex servicing issues by using judgment to make decisions

. Accomplishment: Effectively handled customer service issues including

difficult client issues by listening, understanding, communicating, and

conveying empathy

PROFESSIONAL EXPERIENCE CONTINUED

Customer Service and Sales (Jan 2005 - Jan 2011)

Managed customer calls from high volume customer base (Citi Cardholders),

handled client-specific account concerns, and offered various sales

products. Practiced exemplary customer service techniques, maintained call

center standards with respect to after call work, and handled time and

other call center standards.

. Customer Support: Quickly built rapport with customers and efficiently

diffused tense customer interactions

. Accomplishment: Two time quarterly top performing team winner and

compliance champion

90 Day Team Leader (Apr 2010 - Jun 2010)

Provided support to sales team and ensured all sales and services

objectives were met. Prepared daily and weekly sales reports for sales

teams and sales management. Assisted unit managers in supervision of staff

within customer service department.

. Instruction: Managed training and coaching of customer service

representatives

. Accomplishment: Managed needs of various teams through extensive follow-

up procedures to maintain customer service quality

EDUCATION

Diploma, 1990

WESTCHESTER HIGH SCHOOL, Westchester, CA

AWARDS/DISTINCTIONS

Citigroup Service Excellence Award * Customer Service-Service Excellence

Award * Mission Possible Award * Citistar Star Player Award

Computer Proficient in Microsoft Excel, Microsoft Word, Microsoft

PowerPoint, Microsoft Outlook, Windows, and word processing, document

scanning

Konata Rhines 6310 Silver Ribbon Ct. 702-***-****

Las Vegas, NV 89139 konatarhines@yahoo

.com

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