Customer Service Representative
Resume:
Jonathan P. Allen
********.******@****.***
DeSoto TX, 75115
Education and Training
University of Arkansas
Bachelor of Business Administration with concentration in Management and Finance
Graduated December 2011
Relevant Computer Training
Microsoft Word Presentation Preparation Microsoft Access
Microsoft Excel Voice broadcasting systems Web-based information systems
Microsoft PowerPoint Microsoft Outlook Siebel Operating System
Home Base Systems Home Saver Equator Operating System
As400 Systems
Qualification Highlights
• Excellent verbal and written communication skills, including the ability to communicate in a
professional manner with both borrowers and clients
• Excellent analysis and judgment required for determining appropriate courses of action
• Strong organizational skills
• High level of reliability and responsibility
• Ability to work both independently and in a team environment
• Working knowledge of Microsoft Excel, Word and Outlook
• I have knowledge of the principles and processes for providing customer and personal
services. Including customer needs assessment, meeting quality standards for services, and
evaluation of customer satisfaction.
• Knowledge of administrative and clerical procedures and systems such as word processing,
managing files and records
• Talking to others to convey information effectively
• Persuading others to change their minds or behavior
• I have the ability to use logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems
• I have the ability to communicate information and ideas in speaking so others will understand
• I’m familiar with handling complaints, settling disputes, and resolving grievances and
conflicts, or otherwise negotiating with others.
• Familiar with the popular principles and methods for showing, promoting, and selling
products or services. Including, marketing strategy and tactics, product demonstration, sales
techniques, and sales control systems.
• I have working knowledge of business and management principles involved in strategic
planning, resource allocation, human resources modeling, leadership technique, production
methods, and coordination of people and resources
Workforce Experience
Short Sale Process Review Quality Auditor: Bank of America Home Loans,
Frisco, Texas October 2013- May 2014
• Analyze the borrower’s financial statements, tax returns, credit reports and the value of
collateral.
• Negotiate payoffs, settlements, and non-liquidating workout programs according to company
and various investor guidelines.
• Exercise effective problem solving skills and initiative to meet goals associated with curing
loans
Office of the CEO and President; Quality Assurance Inline Auditor: Bank of America Home
Loans,
Frisco, Texas April 2013
• Ensured procedures regarding mortgage loans are being met according to company guidelines
and policies.
• Monitor out-going correspondences to ensure compliance with Fair Debt Collection Practices
Act (FDCPA) and state specific regulations.
• Review documents, cases, data samples and other relevant material for compliance with
established policies, procedures and standards.
Office of the CEO and President; Customer Advocate: Bank of America Home Loans.
Dallas, Texas; 2012- April 2013
• Respond to escalated borrower complaints by telephone and through written response
• Resolve borrower complaints by determining the cause of the issue, selecting and explaining
the best solution to solve the problem, expediting the correction or adjustment and following
up to ensure the resolution was correct.
• Document all conversations into Bank of America’s system of record as well as successfully
navigating the servicing system
• Gather data to prepare analyses, reports, and schedules for use by the business unit or for
communicating to management, clients, or support offices.
Sales Representative: CrossCheck, Dallas, Texas, January 2012-March 2012
• Serviced existing accounts, and established new accounts by planning and organizing daily
work schedule to call on existing or potential sales outlets.
• Resolves customer complaints by investigating problems; developing solutions; preparing
reports; making recommendations to management.
Customer Service Representative: TXU Energy, Dallas, Texas. 2010
• Traveled to different neighborhoods and suburbs going door-to-door with the goal of offering
new TXU energy services
• Show a presentation on service features.
• Develop constructive and cooperative working relationships with others
Customer Service Representative: North Point Ford, Little Rock, Arkansas. Summer 2008
• Set up the sales floor display.
• Present the advantages of the particular vehicle that the customer is interested in purchasing.
• Handle all aspects of the car buying experience.
Independent Marketing Representative: 5 Linx, Dallas, Texas. Summer 2007-Present
• Help Clients save money on telecommunication services.
• Expand 5 Linx work force by recruiting new representatives
• Train new representatives that enter the 5 Linx company
References
Available upon request.
Contact this candidate