Customer Service Sales
Resume:
Samanthia L. Carr
Cleveland, Ohio 44120
216-***-**** (Home)
216-***-**** (Cell)
*********@***.***
SUMMARY OF QUALIFICATIONS:
Highly personable Customer Service professional with extensive experience in retail management, sales, collection processing, and call-center operations within the retail, banking, and health industries. I’ve been recognized for delivering unparalleled customer service. I have talent for identifying customer needs and presenting appropriate company product and service offerings.
WORK EXPERIENCE:
Third Federal Savings and Loan 11/2011 to now
Customer Care Specialist
Our call center representatives work to maximize positive customer experiences by responding to customer's inquiries or complaints regarding Third Federal Saving and Loan products or services.
*We communicate with internal and external customers about basic underwriting guidelines, policies and marketing initiatives to service customer accounts.
*Additionally our call center representatives will analyze, clarify, and resolve basic policy and account related questions from internal and external customers.
*Answering questions and resolving issue with Checking and Savings accounts. Also reviewing and rolling CD’s IRA’s (Traditional and Roth.) Researching and resolving issue with Lines of Credit and Mortgages. Loan Officer.
*Answering an average of 50 to 75 calls a day.
Dots LLC 12/10 to 09/2011
Customer Relationship Specialist
Responsible for monitoring all incoming communication via phone calls, emails and surveys.
*Tracking and sending all customer complaints to the District Managers making sure they are resolved on a timely basis.
*Running monthly & daily Excel Reports also uploading the reports in to Sales Force.
*Responsible for all clerical duties such as filing, copying, scanning and sending out letters.
*Responsible for resolving all issues pertaining credit cards, debit card and gift cards disputes.
*Average 35 to 60 call a day.
Radisphere formally known as Franklin & Seidelmann Subspecialty Group; 05/07 to 12/10
Teleradiology Client Service Representative
Responsible for working with physician, imaging centers, hospital and private practices ensuring them expert customer service.
*Tracking and monitoring all the radiologist reads on a timely basis and expediting them to all sites.
*Correct problems for cases and respond to client inquiries by phone in a professional and timely manner.
*Monitor the DVI and correct dictation queue.
Page 2
*Setting up consultation between physicians and radiologist.
*Initiated client discrepancies via addendums, rereads or direct contact.
*Processing all administrative requested from the clients.
*Follow up on outstanding issues to ensure that medical reports are completed.
*Communicate Client status within the operations team and leverage internal resources wisely for maximum execution.
*Awarded a customer service certificate within 60 days of employment.
*Implemented the shift change reports.
Nationwide Better Health, Solon Ohio 03/2007 to 09/2010
Activation Specialist
Responsible for answering all incoming calls, delivering excellent customer service to all clients and internal personnel. Update the clients with the latest enrollment information; so they can receive there incentive without issues. Made outbound calls to reschedule clients so they can complete there program on a timely basis. Responsible for changing passwords and assisting with logon navigation for all clients.
*Awarded Customer Representative of the year 2 of the 3 years of employment.
*Implementation of the IM buddy system the last 90 days of employments.
Chase Bank NA Cleveland, Ohio, 11/2005 to 03/2007
Customer Care Associate II
Responsible for answering all incoming calls, delivering excellent customer service to all clients and internal personnel. Working mainly with Home Equity Lines of credits and Installment Loans.
* I have a proven track record of identifying customer needs and delivering effective solutions that benefits both Chase Bank and the customer.
*I demonstrate strong interpersonal, organizational, and communication skills which gave me an opportunity to work with Chase Bank crisis customers from hurricane Katrina & Wilma.
Charter One Bank N. A. Cleveland, Ohio 02/2004 to08/ 2005 Lien Release Specialist II Researched all requests for release of home equity lines of credit, secured all necessary documents and released all satisfied liens in accordance with state and bank regulations.
* Provided high level of customer service, receiving numerous expressions of appreciation from internal and external customers.
* Satisfied liens on an average of 72 hours; corporate objective 7-10 business days.
*Taking an average of 35 to 50 roll-over calls still maintaining daily work goal. (Back-up for Branch Support)
Chase Manhattan Bank USA NA Cleveland, Ohio, 02/1998 to 12/2003
Title Clerk 2002 to 2003
Processed all titles to secure liens on bulk purchase of manufactured housing. Worked at state and county levels to insure timely turn around on title work. Working with various banks, secured documents to transfer liens.
* Initiated and communicated example document with state and county DMV’s, ensuring a low rejection rate which long term saved Bank monies and customers frustration. Awarded Silver Star and $1000 during recognition trip to Ft. Lauderdale.
* Awarded Gold Star and $5000 during recognition trip to New York Headquarters for continued Bank benefit from coordinated efforts with DMV.
Page 3
* Closed title department within 90-day time frame at sale of Chase’s manufactured housing portfolio. All appropriate business was forwarded without delay.
First Mortgage Representative/Skip Tracer, (Special Handling) 1998 to 2002
Advised new customers with information on how to best maintain their credit rating on new loans.
Verified all customer information, documenting all dealer complaints.
* Awarded employee bonus for meeting/exceeding objectives as well as implementation employee recognition program, “Daily Roll Call,” still in effect.
National City Bank, Cleveland, OH 1996 – 1997 Retail Collections
IBM Corporation, (Contractor/Manpower) Cleveland, Ohio 1994-1996 Customer Service
Intrigue Jewelers, Cleveland, Ohio 1989-1994 Assistant Sales Manager
EDUCATION & TRAINING Achieved Computer Office Certificate, MTI Technical Institute, Cleveland, OH
TECHNICAL SKILLS
Microsoft Word / Excel/Access/Radiology Administrative Support Software/Lotus Notes/Outlook
Standard Banking Software /Out Look/Sales Force
Contact this candidate