ANGELICA THOMAS

ad4ui0@r.postjobfree.com 972-***-**** Dallas, Tx 75007 WWW: Bold Profile

Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. Promote products and services, answer questions, and seek timely resolutions to satisfy members and maintain high productivity. Excellent communicator with attention to detail and good account management skills. Enthusiastic general administrative support, for financial and mortgages industries with knowledge of titles, retirements plans, mortgage documents, escrow accounts, skip tracing and inventory control. Positions include, receptionist, mail room clerk, call center representative and shipping clerk. Call escalation

Client communication

Product knowledge

Report generation

Researching

Upselling and cross-selling

Complaint documentation

Data entry

Call center procedures

Order processing

Account updating

Banking operations support

Sales and Upselling

Cultural Sensitivity

Strong Work Ethic

Problem-Solving

Reservation Confirmation

Issue Resolution

Payment Processing

Data Entry

Documentation And Reporting

Customer Service/Gate Agent Specialist Delta Airlines Dfw - Dallas, TX 07/2019 - Current Validated data and resolved problems related to system-generated information Informed customers and professionals on eligibility, benefits, claims payment, and authorizations Responded to customer questions and complaints and documented consumer communications Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues

Implemented best practices in fostering exceptional customer care support and satisfying customers Educated clients about important information such as their travel times, transportation connections and visa requirements

Traced lost, misdirected or delayed baggage to help customers locate their items. Wire Transfer Specialist Fairway Independent - Carrollton 07/2017 - 05/2019 Tracked communications across Encompass to effectively monitor message and facilitate connections Prevented Wire service delays by effectively using slow periods to get ahead of routine tasks such as reviewing reports to ensure that all outgoing wires were the monies to be sent to would be received at the banking institution Helped customers with financial problems using relationship-based approach Completed assigned tasks with little or no supervision Reviewed incoming orders and assigned work to wires in the pipeline to maintain demanding schedule. Wire Specialist Fidelity Title - Irving 06/2014 - 07/2017 Summary

Skills

Experience

Review documentation for completeness and accuracy to assure compliance with company wire transfer procedures and requirements

Enter and/or release wires in bank system(s) accurately Provide timely response to customer inquiries

Interact with banks when required

Confirmation of incoming funds

Preparing Abstract Reports

Responsibilities included processing Deed Chain Reports Order Certified Copies from the Courthouse

Receives and fields inbound calls from borrowers seeking assistance on processed wires Followed established guidelines and procedures.

Customer Service Fidelity Investments - Westlake 09/2013 - 01/2014 Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans or other human resource related services

These inquiries were handled by communicating in a clear, concise and confident manner in order to provide an excellent customer services experience in a fast-paced work environment Ensured that all transactions were submitted in a timely and accurate manner Resolved all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary Tracked calls with Idle/Wrap metrics system.

Escrow Assistant First American Title - Westlake 11/2012 - 04/2013 Examined abstractor reports to identify delinquent taxes Validated land ownership documents for accuracy and legality Followed escrow standards, real estate regulations, and title clearance requirements to complete quality work Managed customer accounts and relationships effectively Kept work area organized and clutter-free.

Shreveport Job Corps Dallas, Tx 07/1989

General Business

GPA: 3.0

Education and Training