Customer Service Call Center

Erica Buchanan-Bankas

*******@*****.*** 713-***-**** Houston, TX

SUMMARY

Seasoned professional with 14 years of diverse client service experience, seeking a Client Experience Expert role. Skilled in loan coordination, registration processing, and customer service, ensuring high accuracy and efficiency. Expertise in call center operations, reporting, and problem resolution, with a proven track record of meeting service level agreements.

WORK EXPERIENCE

Charles Schwab Remote

Associate Broker Trainee Feb 2023 - Aug 2023

• Acquired comprehensive knowledge of securities industry fundamentals, focusing on equity, options, and mutual fund transactions, culminating in the successful attainment of SIE, Series 7, and Series 63 licenses.

• Provided client support by effectively handling incoming calls, including the facilitation of password resets and the execution of money transfers.

• Addressed and resolved a wide array of client inquiries, ensuring customer satisfaction and maintaining service quality.

Better Mortgage Houston, TX

Loan Coordinator Oct 2021 - Mar 2022

• Expedited the loan funding process by minimizing the Lock to Fund Cycle Time, ensuring efficient progression from application to finalization.

• Reduced the frequency of underwriting resubmissions by thoroughly understanding loan applications, DU processes, and required documentation, leading to a streamlined approval process.

• Collaborated with closing teams to prepare complete loan documentation, address quality control conditions, and overcome final review challenges, resulting in timely and successful loan closures. Vroom Houston, TX

Registration Clerk Sep 2020 - Sep 2021

• Accurately processed a high volume of in-state and out-of-state vehicle registration transactions, ensuring tax and title documentation compliance.

• Managed ownership transfer documentation in alignment with DMV regulations to guarantee proper legal transfers.

• Collaborated with accounting, sales, and customer care teams to facilitate and improve standard operating procedures for both dealer trades and wholesale transactions. AHCM Houston, TX

Agent Administrator Jul 2018 - Jun 2020

• Compiled and analyzed reports detailing agent performance and customer interaction trends, facilitating data-driven decisions for the leadership team.

• Enhanced customer and agent relations by efficiently addressing inquiries related to health plan benefits, life insurance policies, and premium billing.

• Managed agent accreditation by maintaining up-to-date licensing records and contributing to the onboarding and training of new personnel, ensuring regulatory compliance and operational proficiency. Benefit Transact Houston, TX

Agent Administrator Oct 2015 - May 2018

• Managed real-time queue monitoring to optimize call center efficiency and ensured adherence to service level agreements.

• Compiled and analyzed performance data, delivering comprehensive daily, weekly, and monthly reports to inform management decision-making.

• Facilitated the onboarding and training of new agents, maintaining up-to-date licensing information and enhancing team competence in back-office operations.

Cenergy International Houston, TX

Billing Representative Jun 2013 - Dec 2014

• Managed comprehensive billing processes, ensuring adherence to unique payment and invoicing guidelines for diverse business units, enhancing financial operations accuracy.

• Processed consultant payroll and maintained open accounts receivable, delivering exceptional customer service and resolving client and consultant inquiries effectively.

• Performed self-driven audits, diligently followed up on partially paid invoices, and secured remaining balances, contributing to improved fiscal accuracy and efficiency. Verizon Wireless Houston, TX

Customer Service Representative Jan 2007 - Aug 2012

• Resolved billing discrepancies and addressed service equipment issues to ensure customer satisfaction and account accuracy.

• Delivered detailed information and guidance on products and services to enhance customer understanding and decision-making.

• Assessed and responded to customer inquiries by aligning solutions with company policies, fostering a balance between customer needs and revenue considerations. EDUCATION

Texas Southern University 1992

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