Customer Service Representative

MICHELE TAYLOR

**** ******** ** *** * ********@*****.***

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.

EDUCATION:

Keiser University, Pembroke Pines, FL

Bachelor of Arts in Criminal Justice, June 2015.

Associate of Arts in Health Administration, April 2009.

PROFESSIONAL EXPERIENCE:

Global Response

Customer Service Representative Team Lead August 2013 to Present

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

satisfaction

• 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

resolution

• Collected Payments and established repayment plans for delinquent homeowners

AT&T

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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