Customer Service Assistant Manager

EMPLOYMENT HISTORY

Assistant Manager

Hertz Rental Car, Pensacola — Aug, 2016 - Feb, 2018

An Assistant Manager at Hertz Rental Car typically holds a vital role in overseeing various aspects of the rental car operations. Their responsibilities may include: Customer Service: Ensuring exceptional customer service and handling escalated customer inquiries or issues. Team Leadership: Supervising and guiding rental agents and other staff members, providing training and support as needed.

Sales and Revenue Management: Monitoring sales targets, implementing strategies to achieve revenue goals, and promoting additional services or upgrades.

Fleet Management: Overseeing the maintenance, cleanliness, and availability of rental vehicles, as well as coordinating logistics for vehicle servicing.

Administrative Duties: Handling paperwork, contracts, reservations, and record-keeping to ensure accuracy and compliance with company policies.

Problem Resolution: Addressing operational challenges, including equipment malfunctions, customer disputes, and service delays.

Compliance and Safety: Ensuring adherence to company policies, safety protocols, and industry regulations. Inventory Management: Managing the inventory of rental vehicles, including tracking availability, coordinating transfers, and optimizing fleet usage.

Reporting and Analysis: Compiling and analyzing data related to operations, customer feedback, and revenue performance to make informed decisions.

Shift Management: Overseeing daily operations, including opening and closing procedures, and managing staff schedules.

Adherence to Corporate Values: Representing the company professionally and upholding its values in all interactions with customers and staff.

Implement strategies to improve customer satisfaction and loyalty Develop and implement training programs for rental agents to enhance customer service skills and increase customer satisfaction and loyalty.

Douglasville, Georgia, United States, 30135 • 404-***-**** • ***********@*****.*** Lakenya Hale

Customer Service Specialist

Dedicated U.S. soldier with a decade of accomplished tenure in the customer service and management sectors within the mortgage industry. Commenced military service at age 17, exhibiting early leadership prowess. Discovered a passion for aiding customers and adeptly resolving issues. Proficient in fostering teamwork and maintaining cohesion under high- pressure scenarios. Now seeking fresh challenges and skill acquisition, eager to contribute to your esteemed organization.

EMPLOYMENT HISTORY

Assistant Manager Tech Support IT

Apple Incorporation, Remote — Mar, 2018 - Feb, 2019 Technical Expertise: Maintaining an in-depth understanding of Apple products, software, and services, staying updated on the latest developments and updates.

Reporting and Analysis: Compiling and analyzing data related to support operations, customer feedback, and performance metrics to inform decision-making.

Cross-Functional Collaboration: Collaborating with other departments, such as engineering and product teams, to relay customer feedback and contribute to product improvements. Compliance and Security: Ensuring that support operations adhere to company policies, industry regulations, and security standards.

Customer Advocacy: Promoting a customer-centric culture, advocating for customer needs within the organization, and actively seeking ways to enhance the customer experience. Shift Management: Overseeing daily operations, including scheduling, ensuring adequate coverage, and managing staff rotations.

Adherence to Corporate Values: Representing the company professionally and upholding its values in all interactions with customers and staff.

Mortgage Loan Processor

Navy Federal, Florida — Feb, 2019 - Oct, 2020

• Application Review: Scrutinizing mortgage applications for completeness, accuracy, and adherence to Navy Federal’s lending policies and guidelines.

• Document Verification: Ensuring all necessary supporting documents (income verification, credit reports, property appraisals, etc.) are provided and meet the required criteria.

• Communication with Applicants: Keeping applicants informed about the status of their mortgage application, addressing queries, and providing guidance throughout the process.

• Compliance Adherence: Ensuring compliance with federal and state regulations, as well as Navy Federal’s internal policies and procedures.

• Credit Analysis: Assessing applicants’ creditworthiness by reviewing credit reports, scores, and evaluating their financial history.

• Income Verification: Validating applicants’ income sources and amounts to ensure they meet the necessary requirements for loan approval.

• Property Appraisal Coordination: Coordinating the appraisal process to determine the fair market value of the property being financed.

• Title Search and Insurance: Facilitating the title search and coordinating title insurance to ensure clear ownership of the property.

• Loan Processing Software: Utilizing specialized software and systems to manage and track the progress of mortgage applications.

• Conditions Management: Identifying and communicating any additional documentation or conditions required for loan approval.

• Collaboration with Underwriters: Working closely with underwriters to address any outstanding issues or concerns and expedite the underwriting process.

• Timely Closing: Ensuring that all necessary paperwork and approvals are in place to facilitate a smooth and timely closing process.

• Customer Service: Providing exceptional service to applicants, answering questions, and addressing concerns in a professional and courteous manner.

• Record Keeping: Maintaining accurate and organized records of all mortgage applications and related documentation.

• Quality Assurance: Conducting internal reviews and audits to ensure compliance with Navy Federal’s quality standards and policies.

• Training and Development: Staying updated on industry trends, regulations, and best practices through ongoing training and professional development.

EMPLOYMENT HISTORY

Mortgage Research Specialist

Lower LLC, Georgia — Jan, 2022 - Oct, 2023

Loan Documentation Analysis: Reviewing and analyzing mortgage loan documents to ensure accuracy and compliance with industry regulations and company policies.

- Title Search and Verification: Conducting thorough title searches to confirm property ownership and identify any liens or encumbrances that may affect the loan.

- Property Valuation Research: Gathering and assessing information related to property values, including recent sales data and market trends.

- Legal and Regulatory Compliance: Ensuring that all mortgage-related activities adhere to relevant laws, regulations, and industry standards.

- Communication through Email: Effectively communicating with internal teams, clients, and external partners primarily through email services. This includes responding to inquiries, providing updates, and conveying research findings.

- Problem Resolution: Identifying and addressing discrepancies or issues in loan documentation, title information, or property valuation to facilitate accurate processing.

- Data Entry and Management: Entering and maintaining accurate and up-to-date information in the mortgage loan database or management system.

- Research Methodology: Employing various research techniques, databases, and online resources to gather pertinent information for mortgage loans.

- Quality Assurance: Conducting reviews and audits to ensure the accuracy and completeness of research findings.

- Vendor Coordination: Collaborating with third-party vendors or services for specialized research needs, such as property appraisals or title searches.

- Reporting and Documentation: Compiling detailed reports summarizing research findings and maintaining comprehensive documentation for future reference.

- Task Prioritization: Managing multiple research projects simultaneously and prioritizing tasks based on deadlines and urgency.

- Continuous Learning: Staying updated on industry trends, regulations, and best practices in mortgage research to enhance effectiveness and accuracy.

- Confidentiality and Security: Handling sensitive information with utmost confidentiality and ensuring compliance with data protection protocols.

- Customer Service: Providing support and assistance to internal teams and clients by addressing inquiries related to mortgage research.

- Team Collaboration: Working closely with colleagues, underwriters, loan officers, and other stakeholders to ensure seamless processing of mortgage loans.

- Problem-Solving Skills: Demonstrating a proactive approach in resolving complex issues and finding solutions to challenges encountered during the research process. EMPLOYMENT HISTORY

US Army Soldier

Unites States of America, USA — Mar, 2015 - Present Maintain physical fitness to meet the demands of military training and combat Maintain a high level of physical fitness and participate in regular physical training exercises to ensure readiness for military operations.

Adapt to changing environments and adhere to strict military regulations Maintain a high level of discipline and follow all rules and regulations to ensure adherence to military standards Demonstrate exceptional teamwork skills by effectively collaborating with fellow soldiers in various challenging situations

Continuously update knowledge of new military tactics and strategies to enhance effectiveness in combat situations

Demonstrate resilience and mental toughness to effectively handle stressful and high-pressure situations EDUCATION

High School Diploma

Murphy High School, Mobile, AL — Aug, 2011 - May, 2015 Graduated in AP honors

3.8 GPA

Insurance Adjusters License

Atlanta, GA

Having an insurance adjuster license establishes my credibility to accurately assess and evaluate insurance claims. This includes determining coverage, estimating damages, and negotiating settlements on behalf of policyholders. It also signifies my understanding of insurance policies, regulations, and industry best practices, enabling me to provide fair and timely compensation in accordance with legal and ethical standards. Bachelors In Sociology w/ Emphasis in Mental Health and Wellness Grand Canyon University, Pheonix, AZ — Sep, 2021 - Oct, 2024 SKILLS

Leadership Problem Solving

Teamwork Data Analysis

Fleet Management Sales

Customer Service Time Management

Conflict Resolution Risk Assessment

Negotiation Skills Analytical Thinking

Attention to Detail Customer Relationship Management Military Operations Mortgage Underwriting

Discipline Insurance Adjuster

Title Search Research Methodology

Risk Management Problem-solving

Strategic Planning Communication Skills

Project Management

Contact this candidate