Customer Service Sales

Lynette Mcclary

**** ******** ** ************, ** 32209 Lynettelmcclary@ gmail.com

Home:904-***-**** Cell 904-***-****

To secure a position with an established organization with a stable environment that will lead to a lasting relationship in a professional field.

ACHIEVEMENTS

Increased customer retention, proactive planning led to notable increase in morale in all departments. Assisted in special projects: Human Resources assisting in the interviewing process and successful at hiring new employees that came to have a career with the organization, and have attended management building training that allowed be to be a team leader managing 3 employees successfully which drastically aided in increasing my skills and knowledge Collections, Professional communication skills with a sense of urgency

•Problem solving skills • • Strong attention to detail and have an organized workflow • Ability to meet goals and deadlines in a fast paced, sometimes stressful en5vironment. KNOWLEDGE

AVAYA • Back Office • Corel Word Perfect • FHA • Financial Statements • Knowledge of Fair Debt Collection Practices Act (FDCPA) guidelines • Microsoft Excel • Repayment Plans • SharePoint • Underwriting • MSP• LPS • Bankruptcy • Foreclosure • Modifications, successful at maintaining and controlling customer satisfaction surveys that generated exceeding performance, More than 15 years of successful experience as a Customer Default Specialist, WORK EXPERIENCE

web.com Chat Sales May 2016 Present

Responsible for multi tasking in a chat related environment. Place outbound calls to clients after driving clients to the phone. My role is to educate the importance of having their business marketed. Then receive a buy in from perspective clients that has shown interest in having their small business with a online presence by conducting an interview with them. Conduct follow up calls, demonstrate ownership, being a team player, detail oriented and maintain and exceed management goals. Client Services web support help desk specialist Alluvion staffing 2/2016 3/2016 Responsible for high volume of inbound calls for a member of EverBank clients that are in need of tech support with their web access profile.

Ensure customer satisfaction by meeting customers needs in a courteous and timely manner.Track and follow up and resolved customers outstanding issues in a timely fashion.Developed and maintained in depth product knowledge.Maintain the high scores as consumers submitted surveys concerning performance received, submitted customer feedback to text technical support and marketing teams in order to develop resolutions to improve customer experience.

Customer Service Agent Convergys 8/2015 2/2016 Making outbound calls in assisting customers in the process of appointment setting for a Eye Examination, ability to relate the importance and medical needs to effectively and successfully create new eye examination, ability to relay insurance acceptance, cost and to identify any fees that may apply, confirm arrangements as they are secured. Ability to meet call metrics and meet Quality Control. Customer Services Agent ARISE Work at home 1/2014 – 2/2015 Receiving inbound calls in assisting customers with locating and booking dining reservation, processing payments in providing excellent customer service.

Customer Service Rep West At Home – Work at home 8/2013 – 1/2014 Received inbound calls in assisting customer with processing orders for products and services, processing payments in providing excellent customer care and increasing sales by providing effective communication of the product and or services that customer in calling about. Collection Specialist ERC ENHANCED RECOVERY COMPANY 12/10,/2012 – 9/2013

• Making outbound as well as receiving inbound calls in reviewing accounts, processing payments towards collection in efforts to meet and maintain daily and monthly by managing a pipeline of contacts with customers that is requesting plan arrangements towards covering the balance of the debt owed to the various of clients that we are contracted to service. Loss Mitigation Specialist II JPM Chase Jacksonville, FL 9/2009 to 9/2013

• Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.

• Prepares customer's file for Underwriting: Reviews and perfects all documents provided by customer ensuring complete and accurate.

• Submits files to CA Ops Specialist for final review prior to submitting file to underwriting.

• Communicates and keeps customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, and Service Member Civil Relief Act (SCRA).

• Work with borrowers, real estate agents, attorneys, agencies, and realtors to determine workout options Including loan modifications, pre foreclosure sales, deeds in lieu, repayment plans, and forbearance agreements Complied database of loan applicants' credit histories, corporate financial statements and other financial information.

• Submitted loan applications to the underwriter for verification and recommendations.

• Worked 60 90 120 day Mortgage accounts

• Collection Specialist II • Work with borrowers, real estate agents, attorneys, agencies, and realtors to determine workout options. Including: loan modifications, pre foreclosure sales, deeds in lieu, repayment plans, and forbearance agreements, Complied database of loan applicants' credit histories, corporate financial statements and other financial information.•Managed individual accounts at the 30, 60 and 90 day level, using technologically advanced computer systems. •Utilize all available skip tracing tools to locate our borrowers whose current contact information is inaccurate. •Achieve production standards set each month to obtain your bonus reward by working accounts thoroughly and properly according to state and federal guidelines.

Nuvell/GMAC Jacksonville 8/2006 8/2008

Lost and prevention specialist

The primary contact point between financial professionals, clients, and the back office operations of ING

• Recommended loan approvals and denials based on customer loan application reviews.

• Responsible, via the phone, for responding to inquiries/needs of customer and promoting the organization's products and services.

• Worked 60 90 120 high balance accounts

Senior Customer Care Consultant America ONLINE (AOL) LLC, INC Feb 1986 May 2006

● • Managed over one hundred inbound calls daily regarding current and prospective members. Extensive knowledge of the service as well as assisting with policies and procedures regarding billing related inquiries about their account. Required to work under a team orientated environment in dealing with CCC duties as well as leadership roles. Possess administrative abilities which allowed me to work independently. Worked on several temporary assignment in recruiting prospective candidates by conducting interviews, and recommendations for employment within the hiring process was another special assignment that I was offered

EDUCATION

Florida Community College of Jacksonville, FL, Continuing education towards degree

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