Customer Service Quality Assurance
Resume:
IVY ITTY
Irving, Texas ***** 214-***-**** ***.****@*****.***
SKILLS & QUALIFICATIONS
5+ years of Customer Services
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3+ years of Administrative Support
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* +years of Scheduling
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2+ years of Recruiting
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2+ years of High Call Volume
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Solid background in computer operations and operations and applications, office
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administration and training
Proficient in Microsoft Office and Adobe Acrobat Professional
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Solid analytical, data entry, filing, problem solving skills
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SYSTEMS: Loan Serving And Accounting System (LSAMS), Lotus Notes, Remedy,
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SharePoint, Online Collection System, Microsoft Outlook
Certificates in Quality Assurance call monitoring
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Coordinated recruiting selection of clients
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Informed clients regarding procedures and departmental requirements
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EDUCATION & TRAINING
SANFORD BROWN COLLEGE, Dallas, TX 2008 – 2010
• Certificate in Diagnostic Medical Sonography
o Certificate in Diagnostic Medical Ultrasound Physics
MIDWESTERN STATE UNIVERSITY, Wichita Falls, TX 2005-2007
• Bachelors in Applied Arts and Sciences
PROFESSIONAL EXPERIENCE
BUSINESS DEVELOPMENT CONSULTANT 03/2014- Present
MNCL Inc. (Multi National Consulting Lines), Irving, TX
• Generate new leads and update databases
• Deliver quality information to prospective clients
• Resolve inquiries by clarifying information, researching and providing information.
• Knowledge of Cherwell Service Management Software
• Knowledge of competitor help desk softwares
• Assisted with RFPs (Request for Proposal)
• Follow up on interested respondents
• Research and establish connections with the prospective clients
• Provide excellent customer service
• Ensure and delivered marketing message to prospective clients
CUSTOMER SERVICE REPRESENTATIVE 03/2013– 10/25/2013
Nationstar Mortgage, Irving, TX
• Responsible for prompt and accurate response to customers mortgage servicing questions and
concerns.
• Recruited potential borrowers for refinance and modification plans
• Assisted borrowers with late charge waiver and loan maintenance requests
• Documented conversations on the Loan Servicing And Accounting Management System
(LSAMS) with past due borrowers
• Inputted data and verify information as it pertains to processing telephone draft payments
• Properly documented each customer interaction in the servicing system
• Performed loan-related mathematical equations
• Performed follow up and research tasks to ensure problem resolution
• Adhered to specific scheduling guidelines to ensure proper phone coverage
• Adhered to operational controls, including legal, corporate, and regulatory procedures to
ensure the safety and security of customer mortgage assets
ADVISOR & DIAGNOSTIC MEDICAL SONOGRAPHER (Part Time) 10/2012 – 03/2013
Involved For Life, Dallas, TX
• Recruited potential clients and perform pregnancy tests and determine the results
• Answered phone calls and perform various administrative tasks assigned by the Clinical
Director
• Face to face advising for individuals, couples, groups on pregnancy
• Implemented ultrasound rules and regulations
• Explained sonogram examination procedures to client
• Prepared and maintained examination files and records of patients
• Operation of the Ultrasound Machine and interpretation of ultrasound Images
• Made plan of care for clients and Sonogram Reports for the doctor
• Provided referrals for housing needs, STD testing, doctors’ offices, counseling centers
ADVISOR & DIAGNOSTIC MEDICAL SONOGRAPHER 08/2010 –09/ 2012
BirthChoice of Dallas, Irving, TX
• Scheduled sonogram and doctors’ appointments
• Recruited potential clients and perform pregnancy tests and determine the results
• Answered phone calls and perform various administrative tasks assigned by the CEO
• Trained new counselors in office, counseling, and ultrasound room procedures and policies
• Gave presentations on different topics
• Created, analyzed and evaluated consent form and report sheets
• Implemented ultrasound rules and regulations
• Computer and ultrasound machine data inputting
• Face to face advising for individuals, couples, groups on pregnancy
• Explained sonogram examination procedures to client
• Operation of the Ultrasound Machine and interpretation of ultrasound Images
• Made plan of care for clients and Sonogram Reports for the doctor
• Provided referrals for housing needs, STD testing, doctors’ offices, counseling centers
• Prepared and maintained examination files and records of patients
• Made Follow up calls to see how the client was doing
MORTGAGE COLLECTION REPRESENTATIVE 02/2008 – 11/2009
CitiMortgage, Irving, TX
• Made outbound calls to clients about late/overdue account
• Inputted data on the Online Collection System with past due borrowers
• Recruited potential borrowers for modification and repayment plans.
• Communicated efficiently about the status of customers account
• Setup Promise to Pays for borrowers
• Obtained the reason for delinquency and agree on a solution to cure the default
• Reviewed delinquent accounts for possible loss mitigation workout and send out modification
packages
• Conducted research analyst by customer’s state law procedures
• Reviewed and approved any collections payments submitted by check by phone and Western
Union.
• Submitted payment inquires or payment disputes on behalf of the borrowers
• Provided solutions to customer inquiries on mortgage payments
• Commitment to excellent and considerate customer service
• Received many certificates in Quality Assurance call monitoring
• Participated in team planning meetings
RESEARCH ASSISTANT 06/2004-09/2004
University of Texas Southwestern Medical Center, Dallas, TX
• Recruited and scheduled appointments for hypertension subjects
• Screened potential subjects in order to determine their suitability as study participants
• Prepared tables with subject’s contact information
• Performed various administrative tasks
• Verified accuracy and validity of data entered in the databases
• Inputted data for hypertension research and references
• Monitored blood pressure for subjects in a hypertension research
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