Customer Service Center Representative

Internal

Kelly D. Davis

* ***** ******** **** ********* • Greenville, SC 29615 •

864-***-**** Cell • *************@*****.***

Qualifications Summary

• Consummate Professional with more than 25 years of experience and knowledge in administrative and customer service roles within diverse industries.

• Perceptive, self-motivated and works efficiently in both independent and teamwork environments.

• Highly organized, thorough and a quick learner with the capacity to research, troubleshoot, prioritize, and complete multiple tasks to achieve goals and deadlines.

• Computer skills include Microsoft Office 365, QuickBooks Online/Desktop, MS Word, Excel, PowerPoint, SAP, AP6, RP4, ASSM/ServiceNow, Powerhelp and Internet. Professional Experience

TD Auto Finance, Greenville SC (January 9, 2022 – present) Contact Center Representative II

• Takes ownership of customer concerns and resolves customer issues at first point of contact.

• Utilizes appropriate discretion and negotiation tactics when addressing fee disputes.

• Identifies customer needs and determines solutions to customer problems.

• Offers comprehensive product knowledge and/or guidance as it relates to their respective business area.

• Uses ability to discover and advise on meeting/exceeding customer needs by asking curious questions.

• Processes bill payments submits requests for broad range of transactions on accounts (refunds, reversal of payment to principal only, cancel autopay, waive late fees, send payment history, payoff letter, paid in full letter, due date change, via email/fax/mail (as applicable).

• Ensures customer problems are handled appropriately the first time, escalating issues when necessary.

• Expected to meet the needs of customers by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer loan life cycle needs. LifeMD, Greenville SC (May 2022-December 2022)

Customer Service Representative

• Conducted inbound and outbound customer communications.

• Answered incoming calls and emails to address customer questions, requests, and issues.

• Assisted customers how to successfully use the products based on their needs.

• Educated customer on the different hair loss products and kits offered to repair and/or regrow their hair. Placed orders and took payments.

• Maintained working product knowledge and act as a product expert to ensure information given to customer was accurate and up to date.

• Expedited the resolution of customer problems and complaints to maximize satisfaction.

• Worked with confidential and sensitive information relating to HIPPA. Assisted customers with virtual patient care platform

Global VendorLink dba Materialink, Greenville SC (July 2017 – May 2022 companywide layoff) Customer Support Specialist, Level 2

• Front-line support for customers and vendors using various software platforms.

• Proactively anticipated issues and offered solutions before customers encounter them.

• Used problem solving and communication skills to offer solutions to all levels of customers.

• Processed vendor registrations by verifying company structure via internet, including articulating the benefits of the system and conveying the system's true value.

• Processed vendor accounts within the system and maintained standard registration documentation.

• Created training documentation, trained, and supported Customers and vendors on the use of the system. Internal

• Assisted in system testing, as new updates or platforms were created.

• Supported projects as needed.

Randstad / AGFA Healthcare, Greenville, SC (2000 – January 2017) Complaint Administrator

• Processed consumable product and equipment complaints received by Account Executives, Field Service Engineers, customers, and dealers.

• Used SAP, RP4, AP6 - Entered replacement orders based on the policy for the product.

• Troubleshot, tracked missing shipment orders, and incorrect product shipments.

• Helped to maintain accurate equipment records in SAP by updating: Primary/secondary field service engineer site responsibility, serial #’s, warranty dates, completing equipment installations, and de-installing equipment.

• Trained new employees on complaint entry and replacement.

• Created training guides for new employees on complaint entry and replacement.

• Input travel and labor time onto excel spreadsheet for each field service engineer.

• Provided service needs of customers to the appropriate salesperson.

• Shipped defective product to Germany for evaluation.

• Vari-X Agent, Call Opener (05/00 to10/00)

• Provided service needs of customers to the appropriate Field Service Engineer.

• Executed follow-up to ensure completion.

• Opened trouble calls from customers.

• Spoke with Field Service Engineers regarding accepting trouble calls, provided information as requested.

• Retrieved voice messages from Field Service Engineers regarding their daily itinerary; performed data entry.

First Mortgage Company, Inc., Elkins, WV (3/97 to 6/99) Operations Manager, Senior Mortgage Loan Processor

• Created form letters and business letters for loan application for newly established Mortgage Company.

• Interviewed customers for pre-qualification.

• Assisted the owner in choosing mortgage software and trained new employees to use it.

• Supervised 3 employees in the Processing Department.

• Provided scenarios for pre-approval to customers and employees.

• Processed various conventional and rural housing loan products.

• Created tickler system for files in process.

• Analyzed customer documentation to determine the best possible loan program.

• Prepared loan documentation, per investor guidelines, for shipment to underwriting.

• Coordinated and scheduled loan closings with customer, attorney, and realtor.

• Represented attorney’s office as closing agent for mortgage refinance.

• Generated status report for loans in process, ordered all supplies. Crestar Mortgage Corporation, Richmond, VA (8/96 to 2/97) Broker Legal Reviewer

• Reviewed closed mortgage loan files for accuracy and completeness.

• Contacted the attorney’s office to coordinate receipt of missing and/or incorrect documents.

• Managed an active caseload of 50-75 files.

• Consistently met file review deadlines.

NationsBank Consumer Loan Development Center, Richmond, VA (4-95 to 8-96) Loan Documentation Specialist IV

• Prepared 100-150 government compliance documents daily.

• Trained new employees.

• Conferred with customers and consumer bankers regarding government compliance issues.

• Generated on the spot calculations of closing costs. Internal

• Assisted in preparing payroll documents.

• Assisted in other departments as needed.

NationsBanc Mortgage Corporation, Charlotte, NC (6-93 to 3-95) Mortgage Loan Processor

• Processed various conventional loan products.

• Acted as liaison between customers, loan originators, and underwriters.

• Maintained tickler system for files in process.

• Managed active caseload of 75 or more files.

Education

2003 AGFA Corporation, Greenville, SC

Medical Consumables Overview

2000 AGFA Corporation, Greenville, SC

Medical Imaging SAP / Consumer Complaint Training for Service 1998 Pennsylvania Association of Mortgage Bankers, Hershey, PA Understanding RESPA and Keeping Within Regulations 1996 Crestar Mortgage Training, Richmond, VA

How to Read and Understand Closing Documents

1994 Successful Completion of Conventional Closing, Charlotte, NC 1993 NationsBanc Mortgage Training, Charlotte, NC

Reading and Understanding Appraisals & Analyzing Tax Returns

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