Customer Service Representative

Shymika Judson

**** ********** **., *********, ** 28217

H: 980-***-****

********@*****.***

PROFESSIONAL SUMMARY

Qualified Customer Service Specialist with 10 years in fast-paced customer service and call center environments. Personable and professional under pressure.

SKILLS

*Microsoft Office (Excel, Access, PowerPoint, Word, Outlook), AS400 systems, Citrix

WPM 70+

*Polished Interpersonal skills with professional phone

Skill sets Targeted Strengths Include: Interpersonal skills, Communication Skills (oral and written), Organizational Skills excellent written and verbal communication

*Multi task and able to meet deadlines/self motivator

*Excellent Decision maker work

*Efficient and Effectively under stress

Team Player

*Self-motivated; able to set effective priorities to achieve immediate and long-term goals as well as meet operational deadlines; thus conducting work under minimal supervision

* Functions well in a fast -paced, high-pressure environment

WORK HISTORY

Reimbursement Counselor 08/2016-Present

Lash Group – Fort Mill, SC

Work with patients and their healthcare providers to complete enrollment activities

Coordinate with patients of educating on different assistance options for their medications

Answer basic clinical and program inquiries

Help coordinate access to therapies through the patient’s healthcare provider

Work in a support capacity to senior reimbursement specialist and team leaders

Will contact insurance companies, on behalf of the physician’s office

Verify patient’s benefits

Patient Care Advocate 11/2014 – 05/2016

Express Scripts - Charlotte, NC

This is a work from home position as part of our Virtual Call Center based in Charlotte, NC.

Handle inbound and outbound member, provider and physician calls.

Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.

Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.

Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.

Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited.

Work collaboratively with other customer service representatives and supervisor to ensure that best-practices are shared.

Other special projects as needed.

Loan Service Specialist II 08/2010 - 02/2014

Accenture - Charlotte, NC

Help homeowners avoid the foreclosure process by assisting doing brief interview for handling Short Sales, Forbearances, Loan Modifications, Repayments, Deed-in-Lieu

Assist with staging file, updating financial and taking payments for loan modification

Responsible for responding to written and phone inquiries from customer’s title companies and internal personnel regarding loans

Responsibilities include but not limited to: answering questions pertaining to all areas of loan servicing including payment researching, taxes, insurance, loan modifications, assumptions, repayments, payoffs, adjustable rate loans, credit reporting, and lien perfection

Researching and Analyzing problems, recommending solutions and conducting periodic audits of files

Coordinate property inspections, lien priority and loan disbursements in accordance with loan documentation

Perform procedures related to advance and pay downs, funds wiring and disbursements process within the commercial business

Responsible for payment processing and check disbursements, tax payments, imaging and document management

Calculate income; Assist with underwriting department to do calculations of income and expense to determine the right program for the homeowners

Customer Service Representative 04/2008 - 08/2010

Sprint PCS - Charlotte, NC

RECEIVE AND HANDLE 50-70 CALLS PER DAY, VERIFYING EACH CALLER.

Handling their needs and responding appropriately with assisting customers with billing/payment questions, collections, provide assistance with activation, basic troubleshooting skills, educated customer on different price plan changes as well as meeting sales goals expectation, and other assistances as needed.

11/2007 - 04/2008

Loss Mitigation Specialist II 11/2007 - 04/2008

Wells Fargo - Fort Mill, SC

Responsible for securing the property and reviewing all options to prevent foreclosures

Assisted borrowers within the investor and vendor guidelines to resolve the delinquency and avoid foreclosure.

Answer an average of 50-75 calls per day by addressing customer inquiries, solving problems, and providing new product information.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Directed calls to appropriate individuals and departments.

Current

N/A: Computer Science

Central Piedmont Community College - Charlotte, NC

Computer Information Science

1998

High School Diploma: General Studies

Garinger High School - Charlotte, NC

Computer Engineering

DETERMINE CONDITION & VALUE OF THE PROPERTY.

Determine the borrower has other assets for completion of loan modification - Reduction in note, extension of maturity, Request& Review credit report, verify financial statements.

CERTIFICATIONS

Mortgage Loan Processing

Contact this candidate