Customer Service Representative

SUMMARY

A very positive and self-motivated individual with over 5 years of experience in a call center setting with skills at achieving operational efficiency while maintaining strong communication, presentation and time management skills.

EXPERIENCE

Capital One NA, Plano TX February 2013- Present

Sr. Survey Specialist September 2013- Present

Conduct outbound surveys to capture and measure the customers’ experience with Home Loans associates and business processes

Entered customers responses and additional remarks into survey tool, servicing system and spreadsheet

Completed document preparations while adhering to company guidelines

Conducted activity based research and made recommendations to management based on the findings to enhance overall customer satisfaction (C-SAT)

Mortgage Coordinator February 2013-Sept 2013

Worked as a service representative processing payments, answering questions regarding payoffs, escrow and interest rates for mortgage and home equity loans

Resolve customer challenges regarding online login, while providing password resets

Served as a Subject Matter Expert (SME) and a liaison between the Customer Service, Bankruptcy, Cash, Lien release, Insurance, Loss mitigations and Collections Departments

U.S Dept. Agriculture-Overland, MO Aug 2012-Feb 2013

Enumerator

Offered enthusiastic and knowledgeable guidance to farmers/ranchers who have been required to take government farm census survey

Maintained accurate records of customers’ responses to ensure survey questions are answered truthfully and accurately

Report any information that raised suspicion of fraud or animal abuse

Macys Credit Customer Service- Bridgeton, MO January 2011-Aug. 2012

Customer Service Representative

Maintained effective communication with clients regarding their charge account

Ensured that the customers’ issues are resolved on the first call

Provided exceptional customer service to both individual and business account holders while maximizing efficiency

EDUCATION

Associate of Arts & Science: Business Management December, 2016

Collin County Community College, Frisco, TX

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