Customer Service Representative

Andrea Mccollie

Charlotte, NC *****

Professional Summary:

Call Center Customer Service

SharePoint

Salesforce

Complaint Handling

Dispute Resolution

Criminal Justice

Financial Services

Strong written / Oral Communication

Strong Analytical Skills

Microsoft Skills Word/Excel/PowerPoint

AS-400

Lotus Notes

Strong Listening Skills

Anti-Money Laundering

Underwriting

Bank Secrecy Act

Education:

Strayer University

Associates Degree, Business Administration, and Management

Currently pursuing Bachelors

Central Piedmont, Community College

Certification Data Entry

Professional Experience:

Synchrony Financial – Charlotte, NC June 2015 – November 2015

Customer Service Representative (Contract)

Deal with the customers via emails, over the phone, or face to face

Utilized Salesforce to look up customer information

Used SharePoint to save and share files

Listen to the customer queries patiently and solve it. If the problem doesn't seem to solve, then forward the problem to the superiors.

Respond to the problems of the customer promptly

Look after the customer accounts and update their transaction status

Draft the necessary documents, letter or statements, as required by the customer

Maintain records of interactions with the customers in an orderly manner

Coordinate with the internal department to find solutions and resolve matters

Maintain a follow up on the customer, whose query you had solved, ensure they are satisfied with your answer.

Bank of America – Charlotte, NC November 2011 – August 2014

Customer Service Representative

Managed a large portfolio of customers throughout the default servicing as a single point of contact and trusted advisor.

Oversaw a broad set of activities that included managing a portfolio of loans in default, loan modifications, and Managed financial accounts by recording account information.

Attracted potential customers by answering product and service questions; suggesting information about additional products and services.

Managed sales support activities and loan fulfillment process for customer service and support service, and performed administrative functions as needed.

Contributed to team efforts by implementing new ideas that resulted in new department standards.

Oversaw Underwriting of Default Mortgage Loans with Conventional Authority

Key Accomplishments:

Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in fall 2012. Ranking was based on accuracy, customer service, duration of calls and availability.

Co-developed on-the-job training program that reduced training time from eight weeks to five.

Contributed to an 8% sales increase in 2013 by improving lead-generation and sales-tracking techniques.

Strayer University June 2008 – November 2011

Student, Business Administration

Wells Fargo Home Mortgage – Fort Mill, SC February 2006 – June 2008

Mortgage Loan Originator

Develop referral contacts (realtors, builders, professional and personal contacts).

Maintain knowledge of Company's policies and procedures.

Maintain knowledge of available loan products, processing procedures, and underwriting and general departmental guidelines.

Followed defined protocol for escalation exceptions

Processed applications by completing Fannie Mae form 1003

Utilized a laptop for communication and access of daily rates, applicant credit reports, Loan Prospector responses and transmitted the loan to LOMAS.

Collect appropriate documentation from each applicant and delivered loan package in the time frames set by management.

Managed pipeline for all originated loans through closing and complete required management reports.

Communicated with branches and/or applicants of providing timely updates and progress reports.

Maintained high levels of customer service while managing each applicant's and supported staff

Attended and participated in all Consumer Lending meetings as required by management.

Sprint – Charlotte, NC September 1999 – February 2006

Customer Service Representative

Monitored the data process and work flows of customer applications to provide a decision resolution.

Monitor and managed operational issues and organizational risks.

Assisted potential customers by answering product and service questions; suggesting information about other products and services.

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.

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