Customer Service Representative

**** ******

PATRICIA GARCIA

**** ******** ** • DALLAS, TX 75235

PHONE 214-***-****• E-MAIL *******@*****.***

OBJECTIVE:

Pursue a career in Management and utilize my management and customer service skills to all aspects of the Customer Service Environment and Consumer Markets Division.

PROFESSIONAL EXPERIENCE

Countrywide Home Loans July 2005-June 2012 Plano, Texas

● Bilingual Customer Service Representative II

The Ability to accurately and effectively apply Loan Administration knowledge and Principles to all areas of daily work ethics including taxes, collections, foreclosures, insurance, payoffs, payment processing, and investor guidelines. Effective usage of multi-tasking allows for the completion of tasks with close attention to detail and accuracy when dealt with. The ability to work in a high paced call volume production environment; providing an effective customer service to English and Spanish speaking customers. Self motivated, detail oriented with outstanding organizational skills create a fun teamwork environment Excellent use of: comprehension and listening skills, negotiation tactics, verbal and written communication skills, and intermediate algebraic mathematical skills, and inbound sales. Effective use of PC with the ability to access/navigate through several computer applications simultaneously. Which include but are not limited to Windows 97, Windows XP, Microsoft Office-Excel, Access, Word, Peachtree, AS 400, and 10 Key.

● Responsibilities:

Responsible for answering customer service calls from homeowners or 3rd parties regarding real estate mortgages, mortgage servicing inquiries, inbound/outbound high call volume routing and offering eligible sales products to customers. Key functions include; answering calls timely, accurate account information, resolution of customer issues, collection of mortgage payments, outstanding fees, corporate advances and

identifying reasons for loan default.

● Position: Warm Transfer Pilot Test Team

Responsible for providing accurate details of Warm Transfer Pilot Testing. Provided daily log sheets detailing specific issues encountered for quick resolution of process.Identified drop call situations,

misdirected calls, call routing and phone functionality and effectiveness.

Reliant Energy February 2005-July 2005 Dallas, Texas

● Position: Independent Registration Agent

Schedule appointments with prospective clients, Registered and enrolled new residential customers.

Provided superior and effective customer service to new clients.

PATRICIA GARCIA

2821 HEDGEROW DR • DALLAS, TX 75235

PHONE 214-***-****• E-MAIL *******@*****.***

Joyco Enterprises November 2004-February 2005 Frisco, Texas

Position: Assistant Manage

Effectively managed daily store operations of retail business. Responsible for development of staff in all daily retail functions of business. Maintained accuracy of business cash reporting and register logs.

Bimbo Bakeries USA October 2002 - September 2004 Fort Worth, Texas

● Position: Manager

Responsible for daily store operations, including opening and closing of store, effective and eye appealing merchandising strategies and daily store maintenance. Development of staff, including compliance to all company policies and procedures. Effectively maintained weekly ordering and product rotation of stock. Compiled daily, weekly, monthly and yearly sales reports, identifying trends to business increases.

Total Clerical Service- Verizon May 2002-July 2002 Dallas, Texas

● Position: Support

Produced marketing binders for prospective clients, maintain accurate computer files and marketing material, emphasizing attention to detail. Maintained sales trends and created effective and customer

friendly reporting. Prepared binders for Superpages.com and screened duplicated applications and resumes from database.

Optimum RE Insurance Company August 2000-April 2002 Dallas, Texas

● Position: Underwriting/Claims Support

Data entry, filing, special projects, and effectively utilized my skills in

other departments as needed.

LANGUAGES

English, Fluent Spanish

EDUCATION

GED - Dallas, Texas 1998

REFERENCES

Available upon request

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