Customer Service Call Center

MARSHAIYA WALKER

Jacksonville, FL *****, ***************@*****.***, 904-***-****

Professional Summary

Highly motivated and versatile Business Professional with extensive experience in Customer Service Call Center operations and Financial Services Mortgage Servicing. Detail-oriented with ability to set goals, meet objectives, take initiative and complete tasks within deadlines, while ensuring highest quality. Possess ability to learn and utilize new processes and systems quickly, with high accuracy.

Key Skills

•Exceptional Customer Service and Communication Skills

•Proficient in Microsoft Office, Call Center, and Financial Services Software

•Mortgage Loan Documents and Regulatory Compliance knowledge

Work Experience

Loss Mitigation Associate

Freedom Mortgage, Jacksonville, FL 03/2021 - 07/2022

•Interviewed loan applicants to elicit information and identify plan for repaying mortgage loan delinquencies.

•Prepared Loan Modification documents in compliance with company policies and regulatory compliance requirements.

•Documented the accounts worked and viewed, meeting all guidelines.

Customer Service Representative

ADT Security Servicing, Jacksonville, FL 01/2020 - 01/2021

•Performed various functions assisting customers with billing, collections, technical support and retention.

•Created win/win situation for the company and client by resolving delinquent account issues.

•Answered fast paced calls in emergency situations, while providing exceptional customer service.

Loan Servicing Specialist

Select Portfolio Servicing, Inc., Jacksonville, FL 05/2016 - 04/2019

•Serviced current and early stage delinquency mortgages, including Bankruptcy cases, utilizing Black Knight MSP system.

•Provided exceptional customer service to mortgage customers, resolving 98% of issues on first contact.

•Performed escrow account processing, including delinquent property taxes, PMI and escrow analysis.

MarShaiya Walker

***************@*****.***, 904-***-****

Customer Service Representative

Coach, Jacksonville, FL 10/2014 - 03/2015

•Answered incoming calls in a high volume call center; provided high level of service and generated sales, consistently exceeding key performance indicators.

•Addressed customers’ questions and concerns regarding product line and navigated through multiple systems to research account information and resolve issues.

Team Leader - AT&T U-verse Blue

Convergys Corporation, Jacksonville, FL 05/2009 - 09/2014

•Managed call center associates, to achieve 100% contractual compliance with AT&T third party standards.

•Supported, coached, trained, and supervised employees in operations, customer care and sales; provided subject matter expertise in handling escalated customer calls as needed.

•Developed relationships within supporting business units to resolve team member issues.

Related Experience

Customer Service Lead/Mortgage Account Specialist - Citi Mortgage, Jacksonville, FL

Education

Certificate Program - Salon Management, Virginia College, Jacksonville, FL

Contact this candidate