Customer Service Manager
Resume:
Lanell Love
Desoto, Texas 75115 ***********@*********.***
Professional Profile
A customer service driven, self confident professional who takes pride in
delivering great service while enjoying the challenge of getting the job
done right the first time.
Software and Systems: MS Office (Word, Excel, Outlook), Oracle Payroll
Systems, Interactive Client, Citrix Web client and Online Collections
Systems. Strong Internet browsing and research skills.
CITI MORTGAGE, Irving, Texas
2009 - 2014
Homeowner's Assistance Specialist
. Handled a high volume of inbound and outbound calls through a dialer
from my home office.
. Handled the overflow of calls from various departments such as
customer service and loss mitigation.
. Sold Clients on services and cures for their delinquent loans. Such as
repayment plans, forbearance plans,
loan modifications and initiating the Short Sale process.
. Helped clients see the value in keeping their home if able vs. being
forced to relinquish it.
. Collected on delinquent accounts a minimum of 30 days past due to
bring the account current.
. Administered policies, procedures and regulations based on state laws.
. Met daily and monthly performance production goals as defined by
Management.
. Handled the mult-i tasking needs of a position in our ever changing
world of collections.
. Utilized detail oriented technical skills most often to achieve timely
and effective resolutions.
AMERIPLAN USA, Plano Texas
2007-2009
Independent Business Owner
I sold savings packages for dining, shopping, entertainment and automotive
care. I was responsible for showing consumers the benefits to purchasing
much needed services. I had to utilize my communicative skills to earn
their trust, in order for them to see the value in what I had to offer. I
also helped consumers get setup on savings and/or protections plans.
Working as an independent business owner. I was responsible for my own
success, although I had support and direction as well. My drive and desire
to help others is what caused me to be successful in the business.
. Medical
. Dental
. Vision
. ID Theft Protection
. National Child ID
. Family Legal Plans
. Credit Repair
. Debt Relief
. Roadside Assistance
. Financial Services
mastec advanced technologies, Carrollton, Texas
2001 - 2008
Call Center Manager
. Managed 50+ Customer Service Representatives. Accountable for assisting
agents in meeting daily and monthly performance expectations in the area
of quality, production, customer dispute resolution via mail and phone.
. Led weekly Supervisory staff meetings to ensure productivity goals were
met.
. Coached, trained and directed representatives toward company desired
performance goals.
. Administered monthly one-on-ones with associates to address individual
challenges and concerns.
. Hosted monthly team meetings to present agent performance awards, discuss
team performance, ongoing performance initiatives and facilitated any
update training modules.
. Provided input and assistance on personnel actions including,
interviewing, staffing, appraisals, performance counseling, disciplinary
corrective actions and terminations. Reviewed and approved weekly payroll
entries.
leasemasters of texas, Arlington, Texas
1996 - 2000
Executive Assistant
. Maintained bank information related to lease/loan rates, new customer
qualification requirements and funding guideline updates.
. Prepared leasing/financing paperwork for processing, submitting credit
applications for approvals and insurance verifications. Tracked funding
processing from Lender to Facilitator, insuring timely receipts of funds.
. Assisted in advertising, extensive customer relations, internal/external
sales and administrative Support.
Education
Martin High School, Arlington, Texas
Tarrant County Junior College, Fort Worth Texas
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