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Customer Service Representative

Hollywood, FL
February 28, 2015

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**** ******** ** *** *

Miramar, FL 33023 754-***-**** cell

OBJECTIVE: Strong candidate with excellent knowledge of MS Office software (Excel, Word, Outlook),

nine years of customer service experience and attention to detail, challenging position with a company where

I can utilize my skills, good judgment and experience.


Keiser University, Pembroke Pines, FL

Bachelor of Arts in Criminal Justice, June 2015.

Associate of Arts in Health Administration, April 2009.


Global Response

Customer Service Representative Team Lead August 2013 to Present

• Process orders, prepare correspondence and fulfill customer needs to ensure brand


• Assist with customer escalations by responding to incoming calls, emails, and chats promptly

and answering questions regarding a variety of service issues including but not limited to

ordering, quality, delivery, billing, etc.

• Ensure employee adherence to company values, quality and PCI requirements, accuracy,

schedule, and other expectations in a fast paced, market specific call center

• Demonstrates ability to prioritize, mulitask and remain organized in a fast paced and

constantly changing work environment

• Provide behavorial based coaching and feedback in all areas of performance including but

not limited to metrics, the customer experience and conduct

• Provide on the job training for new employees as well as train and assist in customer support

Bank of America

Case Management Process Support August 2010 to February 2013

• Responsible for qualifying & processing propriety modification, Nationwide Home Retention

Program modification, NACA

• Obtaining & processing financial documents by working with line of business partners to

forward to the underwriter

• Worked using different Net Present Value calculator & modification database soft wares to

qualify homeowners for modifications

• Underwriting for Non-delegated loans

• Responsible for coaching & training of new hires

• I was subject matter expert in of charge of & participated in special projects and assignments

for the line of business

• Communicated with investors & worked as liaison resulting in mutually beneficial solution for

homeowners & investor

Mortgage Servicing Specialist

• Responsible for assisting homeowners with modifications questions and concerns

• Extensive knowledge of programs available for homeowners, such as Hamp, Non-Hamp and

liquidation options such as short sale and deed & lien

• Handled escalations and complaints from homeowners &provided best solution for a quick


• Collected Payments and established repayment plans for delinquent homeowners


Sales Specialist November 2008 to January 2009

• Processed all payments

• Conducted billing summaries

• Sold all products and services offered by the company

• Responsible for ordering, shipping and merchandising inventory

• Continuingly meet all sale objectives

• Maintained strong knowledge of all company products

American Express

Account Specialist March 2006 to August 2007

• Processed credit card payments and provided assistance to all inquiries

• Managed all incoming phone calls

• Maintained excellent customer service

Wachovia Bank

Lead Teller October 2004 to March 2006

• Managed opening and closing duties

• Open new accounts and established direct deposits

• Managed six drive thru lanes

• Count, submit and ordered money to replenish bank

Sunrise Medical Group

Receptionist June 1999 to September 2001

• Managed all incoming phone calls

• Scheduled appointments for patients

• Assisted with coding and processing of insurance claims

• Responsible for requesting patient referrals

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