Call Center Customer Service

Location:

Posted:

March 21, 2016

NAPOLEON GREEN JR

Los Angeles, CA (Cell) 909-***-****

E-Mail: ***************@*****.*** Navy Veteran

CAREER GOAL: Customer Service

QUALIFICATIONS:

Mortgage coaching at Bank of America helped increased team sales 30% after 3 months by explaining the use

and the importance of customer empathy. We decreased company jargon by 27% after 3 months.

Established team communications decreasing tardiness and absentees 10% after 3 months. Established team

goals, and awards for accomplishments providing customer satisfaction within average handle time.

Proficiency with AS400, (I series), Microsoft Office 2007. Including Microsoft word, outlook and excel, I portal,

service request manager (SRM) loan admin. Follow up application (LAFA) Correspondence imaging & workflow

integration (CIWI) loan admin. Documentation interface (LADI) associate verification systems (AVS). I have

experience with bankruptcy, foreclosure, premium mortgage insurance (PMI) or (MIP), special loans, (HELOC)

escrow, problem solving, escalated customer issues and complaints.

Effective comprehension, listening, verbal and written communication skills.

Excellent computer skills proficiency with word, outlook, excel and internet.

Mortgage industry/servicing experience, ability to work in fast paced/ changing environment.

Multitasking and prioritization of workload.

Negotiation skills.

Self-Motivation, detail oriented, strong time management and organizational skills.

Strong analytical, problem solving and research skills.

Century 21 Carrollton, TX. May 01, 2013-June 01, 2014

Copy fax machine Minolta 452, PBX telephone and paging Systems.

Seller Buyer representation, Intermediary real estate negotiations.

Networking real estate professionals, Escrow Agents, Home Inspections, Loan Officers.

Marketing campaigns, time management, E-Learning Systems.

Bank of America Plano, TX. October 16, 2007-September 6, 2011.

Centralized sales mortgage sales (HELOC) #1 in applications two consecutive months (Feb./Mar.) 2008.

Process bankruptcy calls, communicate with bankruptcy technicians. Analyses escrow calls assists with tax

collections and insurance proofing. Answer customer foreclosure, and loan modification questions, making homes

affordable (MHA), premium mortgage insurance (PMI) or (MIP), assist with interest rates and mortgage

note inquiries on special loans (HELOC). Mortgage payment collections.

Citigroup Irving, TX. October. 7, 2002-October. 7, 2007.

Sales credit cards applications. Payment collections, balance inquires, transaction history, lost credit cards.

Complete Work History:

Trucking: Marten Transport June 28, 2015-January 21, 2016/Steven's Transport June 14, 2014-June 28, 2015.

Unemployment: September 06, 2011-January 2013. Pursued Texas real estate license training.

EDUCATION:

North Lake College, Irving, TX. Sept. 9, 2013-May 2014. Real estate finance, Business, College Algebra, GPA 3.2.

Austin Institute of Real Estate, Austin, TX. March 18, 2013 Texas real estate License # 627261.

Louisiana Technical College, Shreveport, LA. November 1, 1998-March 14, 2000. Computer Applications. GPA 3.2