C Nadirah Smith

ad2sa4@r.postjobfree.com

PALMYRA NJ 08065

PROFILE

Highly motivated candidate with experience in banking, customer service, technical support, mortgage servicing, pharmacy, data entry, and administrative skills. Detail oriented, with a demonstration of excellence, to critical thinking, problem solving, accuracy, and commitment to achieve goals. Great with discretion and maintaining confidentiality. A quick learner, easily trainable with the ability to work under any management style including independently. Proven ability to thrive in changing and fast pace environments through advanced multi-tasking . EXPERIENCE

Customer Engagement /Collections/Data Entr y

Freedom Mortgage Corporation April 2019 to Presen t Responsible for assisting Freedom’s customers in the servicing of their mortgage. This includes helping in a call center capacity in one of the following functions: customer service, collections, or loss Mitigation .

Job Functions :

• Answers inbound and makes outbound calls and work calls from the Message Center and responds to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers .

• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently .

• Maintains confidentiality of customer’s nonpublic information .

• Provides information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently .

• Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately .

• Provides written and verbal responses to customer inquiries as needed .

• Additional job duties as assigned. Able to demonstrate a willingness to lear n

• Computer proficiency is essentia l

• Ability to adhere to schedules, multitask and meet deadline s

• Demonstrates good listening skills, strong customer service skill s

• Professional communication skills (both verbal and written )

• Ability to work in a fast-paced team environmen t Documents all communications accurately into customers account.

Customer Service Executor/ Technical Suppor t

Comcas t

May 2016 to May 201 8

• Represents Comcast in a professional and positive manner in all situations.

• Responsible for supporting the National Sales team on all pre and post order account .

• Works with field operation personnel to ensure customer satisfaction .

• Communicates with internal and external customers .

• Provides customer facing support to Commercial customers .

• Diagnoses customer issues through process of elimination by asking probing questions .

• Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience .

• Identifies customer LAN issues .

• Troubleshoots customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration) .

• Troubleshoots customer Email issues such as delivery problems, client configuration, and DNS problems. Activation, configuration, and use of Web space service .

• Providing, verifying, and/or modifying network settings (TCP/ IP) .

• Resets and/or re-provisions customer modem .

• Obtains, provisions, adds, or deletes multiple IP addresses .

• Checks for outages by reviewing outage page for known problems and/or checks router. Notifies the appropriate parties and advises the customer accordingly.

• Documents details of customer interaction by opening ticket in the trouble ticketing system and records appropriate information in database .

• Assigns ticket to local market to dispatch service call or assigns to TSR2 for advanced troubleshooting. Identifies areas for improvement of process and procedure, and provides feedback to supervisors. Meets or exceed business goals (metrics) .

• Schedule flexibility to cover 24x7 operations .

• Punctual, regular, and consistent attendance .

• Ability to work mandatory overtime .

Perform other duties as assigne d

MRS BPO LL C

April 2015 to May 201 6

Responsible for but, not limited to, reaching out to customers to collect payment for overdue bills, loans, or other payments. Acts as the liaison between creditors and customers and manages overdue accounts also meeting a set monthly budget that increases each month with progres s

• PRIMARY RESPONSIBILITIE S

• Collect payments on past due bills. Create a list of people who have not made payments.

• Organize list according to severity of delinquency. Follow up with "promise" customers.

• Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases .

• Call customers using telephone.

• Utilize computer systems to handle skip tracing as well as entering detailed information about call and resolution .

• Inform clients of overdue accounts and amount currently owed.

• Attempt to collect payment. Review terms of contract.

• Ensure all customer information is correct, including phone numbers and addresses.

• Listen to customer's story and determine if debt can be collected.

• Set up repayment plans and new ter m

• Offer advice or refer customers to debt counselors. Record new commitment to repay debt .

• Send statements of delinquencies to credit bureau. Purge records if debt has been satisfied.

• Follow federal and state laws dealing with debt collection. Print reports for management.

Bank Telle r

Hudson City Ban k

April 2008 to August 201 3

• Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits; answering questions in person or on telephone.

• Ascertaining customers' needs; directing customers to a branch representative.

• Maintains customer confidence and protects bank operations by keeping information confidential.

• Contributes to team effort by accomplishing related results as needed .

• Accurately inputting customer data and transactions into computer system

• ACTING HEAD TELLER/VAULT TELLE R

• Supervising coworkers, handling large amounts of cash. Dealing with going in and out of the vault daily and keeping it accurate.

• Settling vault and branch at the end of the day. Training new employees and tellers on proper handling and procedures .

• Recording data into the computer system for customers and teammates

• Completing reports for transactions exceeding cash limits . EDUCATION

High school diploma

Some college, CFT BANKING AND FINANCIAL SERVICES

Skills

• Help Des k

• Active Directory • Data Entr y

• 10 Key Calculator • Customer Service • Microsoft Office

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