Customer Service Resolution Specialist

Alverdia “Cindy” Harris

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

Conyers, GA 30013

***********@*****.*** 404-***-****

CUSTOMER SERVICE/RESOLUTION SPECIALIST/ADMINSTRATION SKILLS

Profile

Dedicated CSR/Resolutions Rep with 20 years+ of experience in Customer Satisfaction and

Account Resolutions. Motivated to maintain customer confidence and contribute to company

success. Proven ability to establish rapport with clients and exceed ALL company culture

expectations. Reliable and Driven with exceptional time management and prioritization skills.

Work Experience

National Vision INC. – Customer Service/ Insurance Billing

11.2021-03/2024

Handled customer/client calls regarding Insurance inquires, collection of past accounts, conduct conference call with customer s and insurance companies, provides detailed notes in our point of sale systems, completes a high balance investigation to find new ways of bad billings by researching insurance plans, make outgoing calls to insurance companies to inquire the status of unpaid claims.

Assurant Specialty Property - Senior Customer Care Rep II (Escrow and Insurance)/Resolution Specialist/Claims Specialist

06.2013 –11.2021

Inbound/Outbound “One Call” Resolution Specialist for large client banks Chase/NationStar/HSBC/Citibank Mortgage customer. Track homeowner’s insurance policies, home equity and flood insurance policies to ensure that Federal and GSE regulations are maintained. Processed insurance docs (cancellations, renewals, endorsements etc.) from major insurance companies for customer payments, carrier switches and updates. Mortgage Claims setups and processing as per GSE guidelines, funds release requests and all exception processing. Acting SME. Assisted floor reps with escalations, training and escalated loan resolution issues.

Office Depot Inc. - CFR Resolution Specialist/CSR Representative

1999 – 2013

Handled customer/client calls regarding existing accounts. Made requested account changes and responded to questions and concerns about service or orders and escalated calls appropriately. Consulted with customers to evaluate needs and determine best options, counseled customers on ALL options for satisfactory service, upgrades of service and offer any additional options. Promptly responded to inquiries from clients, and staff via phone, mail, fax and email. Consistently improved customer satisfaction and was awarded Office Depot’s Letter of Recognition for OUTSTANDING service .

Education

PTC BUSINESS SCHOOL - Professional Certificate/Business Administration

1989

Related Courses: Data Entry, Software Application, Psychology, Public Speaking

DEKALB COMMUNITY COLLEGE – Early Childhood Education

1985-1987

Skills

• ALL Microsoft Office Suite/MAC Office/Adobe Applications

• Mortgage and Property Escrow, Tax, Insurance and Insurance Claims

• GSE Damage Claim Procedures

• 10-Key Touch/45 GWPM

• Customer Relations/Conflict Resolution

• Account Maintenance/Reconciliation

• Order Processing/Billing/Accounts Receivable

• Oracle/AS400/AOPS

• Office Supply/ Form Building and Inventory

• Seratel/Cisco Telephone System

•Office Management (Training & Supervision)

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