Customer Service Sales

Janie B. Diggs

**** ******** ******. *********, **, 28215 * 704-***-**** * ***********@*****.***

Key Skills

Communication- Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.

Problem solving Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality.

Team Player Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.

Planning and organizing Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner.

Systems knowledge Microsoft Systems. Experience in preparing and analyzing reporting data for management accurately and to timescales.

Employment

Clariant Corp, Charlotte NC 06/2014-12/2014

Administrative Assistant-temporary assignment ending soon

Scan and maintain paperless Tax Filing System.

Research and report on foreign vendor payments in SAP for tax compliance.

Prepare and maintain label database for automated accounts payable processing.

Organize and prepare sales tax certificates for online file maintenance.

Research state websites to identify uncashed check claims for the corporation.

Provide support for federal tax audit including invoice retrieval and organization.

Review bank statements in support of litigation.

Assist customers with locating a particular item that is not on sales floor by using item locator.

Keep dressing rooms and work areas clean.

Provide excellent customer service to customers when making purchases.

Belk, Charlotte NC 11/2013-12/2014

Part time Retail Sales Associate

Assist customers with questions they may have about clothing items in the store.

Assist customers with locating a particular item that is not on sales floor by using item locator.

Keep dressing rooms and work areas clean.

Provide excellent customer service to customers at all times.

Tax Management Associates, Inc 03/2014-5/2014

Outsourcing Account Manager-Lawrenceville, GA

Responsible for updating and maintaining databases.

Responsible for processing listing forms for local jurisdictions.

Other responsibilities include, but not limited to, answering phones, organizing a structured filing system, calculating True Cash and Assessed Values.

Wells Fargo Home Mortgage, Charlotte, NC 10/2012-02/2014

Reprints Team Processor

Reprint document request; mail packages to customers; input notes into system to provide status updates; implement procedures to meet production deadlines

Send out closing packages or various documents within the closing package as the requests are submitted

Work in a very fast pace environment; responsible for printing and sending out up to 300 packages per day

Assignments are from emails in the inbox, spreadsheet, or from the queue

Contribute to shipping closing packages or various documents within the closing packages as requests are submitted

Three Step Processing (AR1, AR2)

Process and thoroughly review residential mortgage loan packages

Utilize the RUSH web based application in an effort to approve or deny loans while continuing to meet deadlines and exceeding what is expected

With each loan I must check for signature accuracy and notarizations must be in compliance with state guidelines

Each month a goal is set and as a team working under pressure and with time constraints our deadlines are met

Phone Representative 08/2012-10/2012

Responsible for receiving incoming calls from borrowers, assisting them with questions they have about their closing package.

Bank of America, Charlotte, NC 07/2011-11/2011

Process Support Specialist

Responsible for analyzing and processing mortgage loan modifications.

Monitored and expedited decisions on loans in foreclosure.

Wells Fargo Home Mortgage, Ft. Mill, SC 06/2009-07/2011

Loan Documentation Prep Specialist

Drafts legal documentation for foreclosure proceedings.

Performs document reviews, processing, completions, and expectations for compliance.

Reviews documentation packets and communicates with management for additional support due to errors depending on state policy and attorney guidelines.

Loan Servicing Specialist II

Provide required support to internal customers to build a partnership promoting active workout solicitation.

Helped customers to build a partnership promoting active workout solicitation.

Works in a fast-paced environment, effectively handling multiple assignments with minimal supervision, meeting department performance measures.

Wells Fargo Home Mortgage, Ft. Mill, SC 10/2008-06/2009

ASC/SWAT (Collections Representative)

Advanced knowledge of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers.

Utilized an auto-dial or direct dial system to initiate customer contact and determines reason for delinquency

Evaluated customer’s financial situations and negotiates for full payment or creates terms for repayment.

Skip-traced to find and collect on delinquent accounts. May work on special projects.

Required to compose written documents. May be responsible for collateral analysis.

Referred more complex issues to higher level collections staff.

Ensured the unit s work is completed on time and accurately by planning, coordinating and monitoring the daily activities of the routine to moderately complex work of less senior team members.

Reviewed, prioritized, and distributed daily work to meet deadlines and goals.

Documented stolen items in a daily basis and forwarded reports to the Loss Prevention manager.

Worked pro-actively with the management team and maintained awareness of upcoming events.

AT&T, Charlotte, NC 01/1982-11/2007

Operations Office Supervisor

Developed and maintained agency inventory system

Distributed incoming mail and prepared outgoing mail including bulk mail

Assumed dispatch duties as necessary

Cooperated in the maintenance and/or modification of agency data collection system

Provided training to staff on database encoding

Coordinated travel and lodging accommodations for staff, as requested

Assisted with completion of necessary reports as requested

Researched employee issues to include payroll and benefit questions and worked with appropriate company departments

Recorded employee attendance, personal and vacation time and reported all leaves of absence to the benefits department on a monthly basis

Coordinated daily operations including daily morning staff meetings, addressed and resolved customer complaints

Dealt with difficult customers with a calm and fair approach, using both diplomacy and empathy when required

Duke Energy, (Part-Time), Charlotte, NC 12/2001-02/2005

Customer Service Representative

Answered phones and responded to customer request

Provided customers with product and service information

Up sell products and services

Transferred customer calls to appropriate staff

Identified, researched, and resolved customer issues using the computer system

Follow-up on customer inquiries not immediately resolved

Completed call logs and reports

Researched billing issues

Researched misapplied payments

Recognized, documented, and alert the supervisor of trends in customer calls

Recommended process improvements

Assisted customers with locating merchandise, or ordering out of stock merchandise for in-store pickup and home delivery

Supported management by restocking merchandise and maintaining excellent customer service standards

Education

Central Piedmont Community College, Charlotte, NC Associates Degree in Computer Science

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