GWENDOLYN M HOOKS

**** ***** ***** **

Princeton, TX 75407

214-***-****

CORE COMPETENCIES & SKILL AREAS

Management, Process Improvement, Workforce Management, Communication, Sales, Customer Service, Customer Relations, Complaint Resolution, Documenting and Reporting, Multi-Tasking, FMLA, STD, Long Term Care, Workman’s Comp, FHA/VA, HUD, Conventional Loans, Loan Servicing, Collections, Organizational Skills, Analytical Skills, Problem Solving

COMPUTER & TECHNICAL LITERACY

Microsoft Office (Word, Excel, PowerPoint, Outlook), Lotus Notes, Microsoft Exchange, CORE, Windows XP. Workforce management systems include, Empower, CMS, IEX TotalView, Verint, Primus, Remedy, SAP, Heat, ADP, PeopleSoft, PeopleNet, JD Edwards, AS400, Reflections, AWD, CORE,.

EDUCATION

Sacramento Community College, Sacramento CA

AA Administrative Justice

Licensed Adjuster, all lines

RELEVANT EXPERIENCE

NCR

Help Desk Rep ll

2021 - present

Frisco, TX

I provide service and support for ATM machines in the USA and Canada. Responsibilities include;

Ability to understand the current state of ATMs for problem diagnosis and resolution

Act as liaison between Tech Support, Account Managers and other NCR for escalated service issues

Create, review, and close tickets and maintain accurate customer records

Answer inbound calls from clients, customers, and external vendors

Provide efficient productivity and superior quality service while working in a fast-paced environment

Make outbound calls to clients, customers, and external vendors

Ability to work multiple systems simultaneously

Follow up on open investigations to ensure smooth handling and accurate closure

RealPage

Contact Ctr Associate

2019 - 2021

Richardson, TX

Responsible for marketing client communities to prospective tenants

Generate new leads for on-site property management team

Advise prospective tenants of features, benefits, pricing, and amenities of each community

Set up appointments over the phone and internet for community tours

Uncover needs while marketing the value of the community

Foster a positive relationship and deliver exceptional service to ensure maximum conversion of calls into tours

Transamerica

Claims Processor/Cust Service

12/13 – 03/17

Plano, TX

Handle between 80-100 calls per day in a high-volume call center

Speak with clients, mostly seniors, regarding service requests or issues; documents, evaluates and resolves customer inquiries.

Provide information on a variety of complex customer service issues requiring knowledge of life insurance/retirement/annuity products and transactions focusing on customer satisfaction, quality, and efficiency.

Process incoming and outgoing mail, using automated workflow system.

Represent the company with professional pride to internal and external customers.

Process complex and varied service requests.

Function with a team-based environment, and actively participate in achieving team goals.

Meets/exceeds department standards for signed-in, schedule compliance, and average call handle time standards.

State Farm

Claims Processor II/

Customer Service

11/12 – 12/13

Irving, TX

Process claims for damage of home or auto

Maintained accurate communication with insured/claimant.

Maintained accurate claim file documentation throughout the life cycle of claim cases.

Consistently meet/exceed set quality and productivity standards

Contact this candidate