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Customer Service Representative

Dayton, Ohio, United States
October 05, 2016

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Joyce A. Barnes

**** ******** ***., ******, ** **417

Phone # 937-***-**** Cell # 937-***-****



Highly skilled professional experienced in mortgage/financial servicing, insurance and tax claim processing, inspection and collection of contract documents. Dependable, detail oriented and able to communicate effectively while consistently exceeding expectations. Display leadership qualities and willingly accept additional responsibilities. Good computer skills.

Reviewed ICD & CPT Coding Procedures.

Professional Experience:

PNC Mortgage Default SPOC II 2012-2015

As Single Point of contact, maintained average 95.3% Quality Assurance each month. Processed incoming and outgoing calls to obtain documents to qualify borrowers for modification programs to cure default and foreclosure prevention. Processed payment plan payments on default and bankruptcy accounts. Data entry of all call conversations. Researched and requested account adjustments where needed.

PNC Mortgage –Call Center (formerly National City Mortgage) Miamisburg, Ohio

Customer Service Representative III 1998-2011

Achieved monthly average scores Quality Assurance 94%. Productivity 97%, Post Call Survey 94.1% and First Call Resolution 96%.

Answered questions and resolved issues concerning escrow analysis, payments and terms of contract agreements.

Avoided escalated calls to management by resolving complex issues

Member of team that tested new products/applications to insure successful implementation.

General Motors Acceptance Corp., Dayton, Ohio

Dealer Sales & Customer Service Representative 1975-1998

Team in expanded territorial sales by 200%

Received company’s highest application & sales award in Ohio area 3 years.

Team commended and received highest customer service awards in region

Monitored and analyzed auto loan accounts, as well as processed payments.

Part of group that prepared titles and sold repossessed vehicles at auction


Sinclair Community College

Business Administration Courses

Computer Courses-MS Word, Excel

Licensed Public Notary for State of Ohio-current/last renewed 2014

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