Customer Service Call Center
Resume:
Career Summary
Ashonna Franklin
Middleburg, FL 32068
**********@*****.***`
Experienced and reliable customer servicer with extensive providing assistance in a busy call center setting, strong dedication to helping customers resolve issues and cultivating a positive image of the company. I excel in both team environments and alone. Proven ability to solve problems quickly and efficiently.
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Skills ● Customer service (4 years)
● Problem solving
● Data entry
● Excellent communication skills
● Analytical Skills
● Customer account management
● Microsoft excel
● Detail-oriented
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Experience Randstad / Flagstar Bank Mortgage Collector September 2023 - Present, Jacksonville, FL
● Use problem solving skills paired with knowledge of Flagstar procedures to communicate accurate information to customers and calculate and explain payment changes to customers.
● Educate borrowers on loss mitigation options.
● Document the system with details in a thorough, accurate manner including financial information, code the outcome of the call correctly, and document customer account maintenance requests for management.
● Complete up to three soft skills and call center related eLearning classes and actively participate in monthly coaching sessions with the Quality Assurance team and meet Quality Assurance requirements.
● 40 hour work week
Concentrix / Customer Service Representative
December 2022 - April 2023, Jacksonville, FL
● Strive for 100 percent customer satisfaction, and reactively, as well as proactively, respond to our customers to help solve a broad range of questions regarding their products and services.
● Use script and/or probing techniques to determine customer needs and provide exceptional customer service support and resolution of routine problems concerning client’s product and services.
● Troubleshoot customer issues and provide technical support as needed. Also maintain detailed records of customer interactions and transactions.
● 40 hour work week
ARS National / Collections Representative
April 2022 - November 2022, Orange Park, FL
● Outbound and inbound calls to resolve overdue bills and collect payments from those who owe.
● Help customers that cannot pay their total amount due by offering options such as skipping a payment, putting a payment at the back of the loan to bring it current, or even settling the loan for a lower and more reasonable amount for both the customer and the company.
● Monitor accounts and contact customers or business partners to inform them of overdue payments
● 40 hour work week
ERC / Mortgage Customer Service Representative
June 2021 - March 2022, Orange Park, FL
● Manage customers accounts and ask questions pertaining to their Mortgage loan with Wells Fargo and answer questions concerning the customers escrow accounts.
● Assist customers with making and scheduling a payment on their loan.
● Handle inbound customer calls in a courteous, timely, and professional manner while also attentively listening to customers to understand their concerns.
● Offer retention options that we have available such as automatic payments, refinancing options to lower the payment, or loan modification.
● 40 hour work week
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Education Fleming Island High School/ Diploma
August 2016 - May 2020, Fleming Island, FL
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Additional Qualifications ● 45 wpm
● Zendesk
● MS Office and CRM
● Salesforce essentials
● Time management
Contact this candidate