Customer Service High School

Shauntell Kindles

HIGHLIGHTS

High customer service standards Troubleshooting skills

Dedicated to process improvement Proficient with Microsoft Office Suite

Strong problem solving ability Multi-channel contact center software

Negotiation competency

ACCOMPLISHMENTS

Exceeded corporate target for customer satisfaction for 3 months in a row.

Managed high volume call flow.

EXPERIENCE

Customer Service Rep (call center), 06/2014 to 10/2015

Ditech Financial, LLC. – Fort Worth, TX

Assisting in taking inbound calls.

Assisting customers with their past due or current mortgage accounts.

Setup payments via telephone through Western Union Speedpay system, set arrangements on accounts.

Provide accurate and appropriate information in response to customer inquiries.

Collected customer feedback, assisted with online inquires, make changes to exceed customer satisfaction and goals, process service request on customer accounts.

ACH setup, educate customers on their Escrow payments, shortages, deficiency payments.

Assist with claims on homes.

Cross sell Mobile Home Insurance and advise customers about the HARP program.

Soft collections on past due accounts. Email and fax documents to customers as requested.

Customer Service Rep, 08/2012 to 10/2013

Connextions (call center) - Irving, TX

Answered heavy inbound calls.

Assisted customers with health care questions regarding insurance plans.

Resolved product issues and shared benefits of new health plans.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Collections Rep, 04/2010 to 12/2010

Santander Consumer (call center) - North Richland Hills, TX

Made calls to assist customers with their past due auto loans.

Set deferments on accounts in order to bring them current.

Made payments via Western Union.

Maintained up-to-date records at all times.

Worked with upper management to ensure appropriate changes were made to improve

customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who requested deferments.

Collections Rep, 02/2004 to 02/2006

Citigroup, Inc. - Las Colinas, TX

Answered inbound calls.

Assisted customers with their past due credit card accounts, made payments

via telephone, and setting arrangements on the accounts.

Provided accurate and appropriate information in response to customer inquiries.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Collections Rep, 09/2002 to 01/2004

AmeriCredit Financial - Arlington, TX

Made outbound calls to customers that had past due auto loans.

Made payments and arrangements via telephone.

EDUCATION

High School Diploma: Advanced Honors, 1996

Everman High School - Everman, TX, Tarrant

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