Customer Service Representative
Resume:
Frances M Kinard Perez
Duluth, GA 30096
Mobile: 505-***-****
Email: *******@***.***
Skills:
Knowledge in Microsoft Word, Word Perfect, Excel, Power Point, Outlook, Internet Explorer.
Work Experience:
Customer Service Representative, 02/25/2023 to 10/04/2023
TRC Staffing (Honda Financial Services Project) – Alpharetta, GA
* Responsible for the incoming calls on daily basis.
* Answer questions related to bill payments, process payoffs, request payment adjustments and help customers with payments.
* Create cases for customer to re-register their vehicle when moved to another state.
* Answer questions related to paying off loans and / or transfer of title.
Customer Service Representative, 12/2021 to 11/2022
SOCIAL SECURITY ADMINISTRATION – Albuquerque, NM
*Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
* Answered customer telephone calls promptly to avoid on-hold wait times.
* Answered questions related to benefit payment discrepancies and or Medicare premiums, answered questions related to policies about working while getting benefits.
* Helped caller apply for Retirement, Disability Benefits on website and/or set up appointments.
* Offered advice and assistance to customers, paying attention to special needs or wants.
* Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
FEMA
GUAYNABO
Guaynabo, PR 00969 United States
11/2017 – 11/2021
This a time-limited appointment or temporary promotion
CUSTOMER SERVICE REP/ CREW LEAD (This is a federal job)
Duties, Accomplishments and Related Skills:
* Responsible for the incoming calls from disaster victims, to either register applicant with FEMA or to provide status
of their application.
* When an applicant calls if they are upset due to delays in grant payment or decision, listen to their concerns, would complete a full review of the application to find out what is the status of the application. If there are documents missing or docs missing information, I explain the applicant all that is needed in order to continue with the process. In occasions where there was an internal mistake, I correct it (by following the Helpline Guidelines and / or SOP) and explain applicant what was done and how it was corrected. Also explain time frame of the process. Always advised applicant to call back in two weeks for status of application.
* Review applicant's documents that were received and upload them to each file.
* Review applicant's file for eligibility on housing and / or other needs assistance. If there was any documentation
that was missing I call the applicant to inform of documentation needed, in case of insurance documents call
insurance company for verification of benefits. Review all documents in file for accuracy.
* Call applicants and interview them to verify their current housing situation after the disaster to be able to
determine whether or not they would qualify for other housing assistance.
* Trained in Help Line, Registration Intake, DMART, PPI Outbound Call Out, TSA Outbound Call, TSA/TA
Outbound Call and FEMA Manual Processing.
* Create Work Packets when needed. If applicant calls stating they never received call from inspector and upon
review of inspection comments the applicant missed appointment create work packet to request a new inspection.
* Trained in Help Line (9 months), Registration Intake (9 months), DMART (3 months), PPI Outbound Call Out (1
month), TSA Outbound Call Out (4 months), TSA/TA Outbound Call Out (2 months) and FEMA Manual Processing (3
months).
* Settled crew member disputes by addressing problems quickly and providing successful mediation.
* Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
* Trained employees in time management and proper ways to complete job duties.
* Monitored team members to verify work quality and address concerns.
* Monitored overall team and individual employee performance and compiled data into project reports for supervisor.
* Carried out day-to-day duties accurately and efficiently
* Actively listened to customers' requests, confirming full understanding before addressing concerns
Supervisor: LIZMARIE RAMOS 202-***-****)
Okay to contact this Supervisor: Yes
Target (Altegra Health Project)
Ave. San Patricio Suite 7
SSS Building
Guaynabo, PR 00969 United States
07/2017 - 09/2017
Customer Service Representative
Duties, Accomplishments and Related Skills:
*Responsible to scheduling doctor's appointments for Medicare / Medicaid members for wellness exams.
*Help members choose a primary doctor and / or change primary doctors, call member service of insurance company to assign primary doctor.
*Transfer call to different departments as necessary based on member's questions.
*Educate members regarding the importance of the wellness exam, interview members to verify for which government
program they may be eligible for ir order for us to send application.
Supervisor: Luis Cancel 787-***-****)
Okay to contact this Supervisor: Yes
Unemployed
Calle Orquidea #535 Urb. Round Hill
Trujillo Alto, PR 00976 United States
03/2017 - 06/2017
Hours per week: 40
unemployed
Duties, Accomplishments and Related Skills:
Unemployed
Sun West Mortgage
Ave. San Patricio
Guaynabo, PR 00969 United States
12/2016 - 03/2017
Loan Processing
Duties, Accomplishments and Related Skills:
*Responsible for closing underwriting conditions assigned to my queue on a daily basis such as; verification of
employment, deeds, titles, insurance policies.
*Reviewed each document for accuracy, ensured documents had the necessary signatures and / or coverage ( ea,
insurance policies).
Direct Response Source
Ave. Ponce De Leon San Juan PR
Rio Piedras, PR 00929 United States
07/2015 - 12/2016
Insurance Agent
Duties, Accomplishments and Related Skills:
*Responsible to call on a daily basis Banco Santander client to offer insurance (Seguriguard 2000) for their credit cards.
*Responsible to explain clients benefits and exclusions of the insurance offered and responsible for daily sales.
*Answer client’s questions related to insurance benefits and payment of policy.
Supervisor: Wanda Baez 787-***-****)
Okay to contact this Supervisor: Yes
Think a Center
100 Acuarela Suite 303
Guaynabo, PR 00969 United States
03/2015 - 06/2015
Assistant
Duties, Accomplishments and Related Skills:
Responsible for the review of student folders and verify each student’s edline for assignments, test etc.
*Keep supply inventory updated.
*Take payments from parents.
*Keep office organized, verify students are in class and not out of the office.
*In certain occasions tutor students with their English assignments.
Supervisor: Manuel Carreras 787-***-****)
Okay to contact this Supervisor: Yes
Unemployed
Calle Orquidea #535 Urb. Round Hill
Trujillo Alto, PR 00976 United States
09/2014 - 02/2015
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Unemployed
ACT-1 (Doral Bank project)
Metro Office Park Building 6 suite 105
Guaynabo, PR 00969 United States
05/2014 - 08/2014
Loss Mitigation Specialist
Duties, Accomplishments and Related Skills:
Revised mortgage documents needed for Freddie Mac’s loss mitigation loans; analyzed income, debt and liabilities for eligibility purposes. Provided customers with status of their loan via phone or in person.
*Closed loans in person with the client and explained all terms of the modification. Once file was assigned, called customer to explain Freddie Mac loan modification process, asked questions related to the loan, requested information needed and / or provided customer with status of their loan modification.
*Updated clients on the status of the application and or to change the interest rate or amount of the loan as requested.
*Called borrower to schedule closing date and explained procedures and final terms and conditions of the modification. Greeted bank clients at reception, brought them to office and answered questions they had related to their loan modification and /or receipt of documents needed for the process.
*Analyzed pay stubs, income statements, profit and loss statement and credit reports for loan eligibility.
* Reconciled liabilities on the application against credit report.
Supervisor: Yuliana Feliciano 787-***-****)
Okay to contact this Supervisor: Yes
Unemployed
Calle Orquidea #535 Urb. Round Hill
Trujillo Alto, PR 00976 United States
02/2014 - 04/2014
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Unemployed
Claims Recovery Financial Services
7400 Blanco Road
San Antonio, TX 78216 United States
10/2013 - 01/2014
Claims Preparer
Duties, Accomplishments and Related Skills:
*Responsible for looking, reviewing and printing mortgage documents needed to send claim to the Housing Urban Development agency.
*Review documents such as note, mortgage/deed, First Legal such as: Lies pending or Claims.
Supervisor: Nicole Lacey 210-***-****)
Okay to contact this Supervisor: Yes
Aerotek
1010 San Pedro Ave.
San Antonio, TX 78216 United States
07/2013 - 10/2013
Salary: 12.00 USD Per Hour
Hours per week: 40
Claims Preparer
Duties, Accomplishments and Related Skills:
*Responsible for looking, reviewing and printing mortgage documents needed to send claim to the Housing Urban Development agency.
*Reconcile (DDCH) History of invoices paid report against each invoice and add date invoice was paid based on the report.
Unemployed
San Antonio
San Antonio, TX 78216 United States
05/2013 - 07/2013
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Unemployed
Accenture
16015 Babcock Rd.
San Antonio, TX 78249 United States
09/2012 - 05/2013
Mortgage processor
Duties, Accomplishments and Related Skills:
*Review on a daily basis each loan for accuracy.
*Upload title report, invoice, tax certificate and vesting from the title company web site onto the loan.
*Verify that borrower is current on his existing mortgages and upload proof of payment onto the loan.
*Reviewed all pertinent documentation to clear underwriting conditions.
*Call borrower to provide status of the loan and / or to request documentation when necessary.
*Call insurance company and / or title company whenever insurance or title documents are needed or require amendments.
Collabera
1701 E Woodsfield Rd
Schaumburg, IL 60173 United States
11/2011 - 09/2012
Operations Specialist III
Duties, Accomplishments and Related Skills:
*Responsible for the daily review of missing documents of loans that are in the process of getting a Motion for Relief with the court.
*Check on a daily basis LPS intercoms and respond to each one in a timely matter.
* Review the document needed on LPS and I Portal and review the document for accuracy, if document needed is in I portal the document is uploaded to LPS and the opened rail for that document is updated.
Unemployed
San Antonio
San Antonio, TX 78216 United States
05/2011 - 10/2011
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Unemployed.
CitiMortgage
100 Citibank Drive
San Antonio, TX 78245 United States
11/2010 - 05/2011
Mortgage Consultant
Duties, Accomplishments and Related Skills:
*Advised clients on the best mortgage loan program based on each client's needs.
*Reviewed HUD-1 document and settlement statement for compliance with RESPA regulations.
*Completed the loan application and sent client the terms of the loan, HUD-1 Statement, settlement statement, copy of the application, truth in lending etc.
*Updated clients on the status of the application and or to change the interest rate or amount of the loan as requested.
*Maintained communication with loan processor to verify if any other documents were needed to approve loan.
*Called branches to update loan officers on client’s loan applications.
*Reviewed on a daily basis our referral system and called clients to provide them with best loan program based on their needs.
Unemployed
San Antonio
San Antonio, TX 78216 United States
09/2010 - 10/2010
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Strategic Staffing (USAA Project)
8000 IH 10 West
San Antonio, TX 78230 United States
07/2010 - 08/2010
Mortgage Processor
Duties, Accomplishments and Related Skills:
*Processed on a daily basis conventional loans for USAA military members.
*Reviewed each document for accuracy and compliance with bank's regulations and policies.
*Reviewed the Appraisal Report for accuracy, if document was not correct or appraised amount was disputed by the client, explained the client bank's procedures in order to submit a dispute.
*Satisfied each underwriter’s condition for possible loan approval.
*Reviewed HUD-1 document and settlement statement for compliance with RESPA regulations.
*Called borrower to explain status of the loan application and ask for required documentation.
Mergis Company (Wells Fargo)
9311 San Pedro Ave
San Antonio, TX 78216 United States
04/2010 - 06/2010
Mortgage Loan Processor
Duties, Accomplishments and Related Skills:
*Processed Housing Affordable Mortgage Program.
*Reviewed each loan, verified that all the information entered in the
system matched the credit report and all other documents.
Unemployed
San Antonio
San Antonio, TX 78216 United States
03/2010 - 04/2010
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Unemployed
Western National Bank
12800 San Pedro Ave
San Antonio, TX 78216 United States
11/2008 - 02/2010
Loan Operations Processor
Duties, Accomplishments and Related Skills:
*Processed payments, advances and researched participated loan portfolio discrepancies in principal and or interest rates between lender and participated or syndicated bank.
*Printed various reports and reviewed each transaction made for accuracy.
*Booked participation, syndicated, SBA guarantee and regular loans on the system.
*Created participation procedures as well as excel spreadsheets to determine amount of interest.
Unemployed
San Antonio
San Antonio, TX 78216 United States
09/2008 - 11/2008
Hours per week: 40
Unemployed
Duties, Accomplishments and Related Skills:
Unemployed
Washington Mutual Bank
12500 Stone Oak Parkway
San Antonio, TX 78251 United States
09/2007 - 08/2008
Sr. SBA loan Coordinator
Duties, Accomplishments and Related Skills:
*Processed SBA Business Lines of Credit and term loans.
*Reviewed applications received, verified if the notification was received and if the conditions stipulated by the underwriter were met.
*Satisfied each under writer's condition after reviewing of document.
*Requested VISA status on clients with the Department of Immigration when necessary.
Texas Capital Bank
2000 McKinney Avenue
Dallas, TX 75201 United States
12/2006 - 09/2007
Loan Processor
Duties, Accomplishments and Related Skills:
* Booked commercial loans such as: SBA terms, express lines, as well as,
grid advances on Laser Pro.
* Paid off and closed commercial loans based on a daily report received.
US Small Business Administration
4300 Amon Carter Blvd
Fort Worth, TX 76155 United States
07/2006 - 12/2006
Loan Assistant
Duties, Accomplishments and Related Skills:
* Re hired to assist disaster victims in obtaining low interest disaster loans.
*Once application was received reviewed loan application and reconciled against documents provided. Called disaster victim to verify that all the information on the application was accurate and explained disaster program and policies.
*Reviewed documents such as Deed of Trust and insurance policy, called insurance agency when necessary to research information provided by the applicant and to make eligibility determinations.
*Analyzed pay stubs, income statements, profit and loss statement and credit reports for loan eligibility. Reconciled liabilities on the application against credit report.
*Applied accepted financial procedures to analyze financial resources and determine whether applicant can repay a loan.
M and T Bank
One M and T Plaza
Buffalo, NY 14202 United States
01/2003 - 06/2006
Commercial Loan Processor
Duties, Accomplishments and Related Skills:
* Promoted to work for the new Commercial Lending Quality Control Department.
* Verified that each loan was entered into the Automated Financial System (AFS)with the correct interest rate, amount and correct codification.
* Maintained daily communication with the person responsible for
the tickler reports and notified them of any discrepancies.
Education:
UMET (Universidad Metropolitana) Cupey, PR United States
Master's Degree 08/2016
Major: Business Administration Minor: Management and Leadership
Relevant Coursework, Licenses and Certifications:
Will start this August of 2015 a Masters degree in Management and Leadership. Some of the courses include Management classes, Marketing, Accounting, Finance, Leadership classes, Economics etc. I also have a Life Insurance license #100107245.
Universidad Metropolitana Cupey, PR United States
Bachelor's Degree 05/2005
GPA: 2.75 of a maximum 3.00
Credits Earned: 80 Semester hours
Major: Business Administration Minor: Accounting
Colegio Universitario del Este Carolina, PR United States
Associate's Degree 05/1992
GPA: 2.80 of a maximum 3.00
Credits Earned: 40 Semester hours
Major: Office Automatio Minor: Office Automation
Language Skills:
Language
Spoken
Written
Read
Spanish-Caribbean
Advanced
Advanced
Advanced
English
Advanced
Advanced
Advanced
Affiliations:
Grace Point Church - volunteered at Sunday Day Care
References:
Name
Employer
Title
Phone
Julian Guinn
FEMA
Supervisor
******.*****@****.***.***
Lizmarie Ramos
FEMA
Supervisor
********.*****@****.***.***
Laura Nieves friend
**************@*****.***
Contact this candidate