Flemon Hope

Professional Summary

Seasoned Customer Service Representative with over 33 years of experiences working with all levels of clients and management. Seasoned representative in de-escalating tense situations while expertly maneuvering to resolve all complex issues and complaints. My experience as a Senior Customer Service Representative has allowed me to be a mentor to my teammates that helps to foster positive customer experiences. I believe that being a positive and resourceful team member allows me to have the ideal customer experience when assisting clients with processing orders or resolving complaints. I am also an ambitious Real Estate Broker and client advocate skilled in establishing buyer and seller partnerships to foster stress-free real estate sales transactions. Proven success in contract negotiation and housing market monitoring. Strong focus on sales marketing to increase clientele. Entrepreneurial Realtor with extensive knowledge of Chicago area properties and dedication to effective, profitable sales. Great negotiator with training in residential real estate and MLS use. Expert in property appraisals, loan contracting and renovation assessment skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Coldwell Banker Realty - Real Estate Broker

Oakbrook Terrace, IL

10/2022 - Current

Negotiated real estate contracts to navigate transactions between buyers and sellers.

Compared properties possessing similar features to determine competitive market prices.

Liaised between property owners and prospective buyers to facilitate purchase and transfer of ownership.

Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.

Worked closely with clients to facilitate appropriate loans, inspections and credit reports.

Obtained agreements from property owners to place properties for sale with real estate firms.

Assisted clients in financial planning for purchase.

Collected fees and documented payment processes for property transactions.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Ensured that all real estate transactions were in compliance with all applicable laws and regulations related to purchase, lease or sale of properties.

Currently act as my own property manager for my own portfolio of properties.

USG - United States Gypsum – Customer Service Representative

Chicago, IL

07/2005 – 1/2023

Assisted customers in identifying building material issues and explained solutions to restore service and functionality.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Entered all orders that came into the center via calls, emails, EDI or fax.

Tracked all order and coordinated with carriers to ensure timely delivery to customer warehouses and job sites.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Recorded and maintained relevant notes for each client and work order.

Handled all calls regarding technical questions regarding manufacturing and installation of all USG products including, but not limited to, sheetrock, fire-rated assemblies, shaft wall assemblies, exterior substrate systems and floor underlayment.

Responsible for responding to all architectural inquiries related to data submittal sheets, MSDS sheets and UL Certifications.

Berkshire Hathaway Home Services - Real Estate Broker

Elmhurst, IL

04/2017 - 10/2022

Negotiated real estate contracts to navigate transactions between buyers and sellers.

Compared properties possessing similar features to determine competitive market prices.

Liaised between property owners and prospective buyers to facilitate purchase and transfer of ownership.

Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.

Carried out day-day-day duties accurately and efficiently.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Demonstrated respect, friendliness and willingness to help wherever needed.

Zacks Investment Research - Assistance Research Analyst

Chicago, IL

03/2003 - 07/2005

Analyzed statistical data using both modern and traditional methods.

Interpreted data and made recommendations from findings.

Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.

Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.

Assisted with conducting research for Zacks clients on internet strategies and trends as it relates to the stock market.

Cataloged data and research into Zacks databases.

Collected data on competitors, consumers and marketplace and consolidated data into presentations and reports.

Aon HR Consulting - Pension Customer Service Representative

Chicago, IL

02/2001 - 03/2003

Handles all in-bound customer calls regarding their pension account status and payments.

Responsible for staying in compliance with ISO 9001:2000 quality assurance and client agreement standards.

Authorized account balance program lump sum payments.

Responsible for interacting with client's employee benefit counselors as well as third party service providers to support the full-service pension process.

Carried out day-day-day duties accurately and efficiently.

Demonstrated respect, friendliness and willingness to help wherever needed.

Worldcom Wireless - Customer Escalations Supervisor

Chicago, IL

03/1996 - 05/2001

Supervised a team of 13 customer service representatives in a call center environment.

Resolved all formal and informal complaints filed against Worldcom Wireless through outside governing agencies, such as the FCC, BBB, Public Utilities Commission and Attorney General.

Directly responsible for preventing fines from being levied against Worldcom by resolving complaints within agencies timeframes and guidelines.

Monitored ACD system for schedule adherence.

Coached, developed and mentored customer service representatives to reach predetermined company goals and personal goals.

Monitored called to ensure quality assurance.

Reported all resolutions back to the originating agency and customers in the form of formal Worldcom letters.

Completed reports that listed all received complaints on a monthly basis to track and trend the types of complaints being received. Used received data to be proactive in complaint resolution.

Affiliations

Coldwell Banker Realty

ad4jxk@r.postjobfree.com

773-***-****

2858 Sunnyside Ave

Westchester, IL 60154

Website, Portfolio, Profiles

Flemon.Hope-Chicago.Sites.CBMoxi.com

Skills

Proficient in Microsoft Office, Excel, Powerpoint, Access and Salesforce

Expert at de-escalating irate customers

Appraisal Procedures

Demonstrated ability to manage personal property portfolio.

Commercial Property

Rental Management

Real Estate Industry Understanding

Buyer Seller Agreements

Client Needs Assessment

Education

Triton College

River Grove, IL

No Degree: Business Management

Lewis University

Romeoville, IL

No Degree: Business Management

04/2017

Inland Bank

Oakbrook Terrace, IL

IL Real Estate License: Real Estate

08/1996

Triton College

River Grove, IL

Real Estate Sales Certificate: Real Estate

06/1989

Von Steuben Metropolitan Science Center

Chicago, IL

High School Diploma

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