Call Center Customer Service

KAMEISHA B. JAMMER

510-***-**** *********@*******.*** www.linkedin.com/in/kameisha-jammer-8009a890

OBJECTIVE

To utilize my advanced communication, interpersonal, research and analytic skills to help support business building within the business/ financial services industry.

SKILLS AND QUALIFICATIONS

Assertive, punctual, and meticulous business/ financial professional who can multi-task as a top performer in fast-paced, competitive environments.

EMPLOYMENT HISTORY

Global Field Inspection Services April 2023 – May 2024

Call Center/ Customer Service Manager (Remote)

Manage high volume I inbound/ outbound call center. Assist with HR/ Payroll/ Compliance. Guide clients through the vendor process, start to finish. Direct client service calls relating to: Account retention and follow-up on Customer Satisfaction Survey responses. Conduct Face-to-face client meetings on a case-by-case basis. Manage and resolve client complaints/issues. Utilize financial, analytical and valuation skills. Respond to client requests with personalized service in person, by phone or email. Analyze stale documents for compliance. Complete the onboarding process with all field agents to meet corporate vendor compliance requirements. Keep detailed records of all financial transactions internal and external. Provide orientation and training to new hires in preparation for their new role, as well as coach current team members for success.

KBHS Home Loans October 2020 – March 2023

Call Center/ Processing Manager (Remote)

Manage and oversee the loan set up team and processors complete their responsibilities as it pertains to completing mortgage loan disclosures and processing all loans timely and meeting established SLA’s. Manage high volume call center, both inbound and outbound. Work under pressure in a web-based environment. Manage all claims and the pipeline and work with sales leadership to make sure that loan officer /processor assignments are completed and that the pipeline has effective load balancing while in a call center environment. Ensure that the pipeline is managed to all regulatory timelines ensuring there are no TILS/RESPA. Flood violations.

Shea Mortgage September 2016 – September 2020

Regional Call Center Processing Team Leader Phoenix, AZ

Supervised a team of 6 to 8 processors. Inbound/outbound call center. Responsible for all claims a pipeline of 60+ residential mortgage loans monthly, including conventional, VA, FHA, and Jumbo contracts. Function as primary liaison between stakeholders at funding institution, broker, borrower, and underwriter. Maintain deadlines in a web-based environment. Prepare and review client files to ensure good order, guarantee compliance with underwriting and investor guidelines, and ensure all submissions and funding are completed by the deadline. Consistently achieve production and quality metrics.

Toll Brothers May 2013 – August 2016

Call Center Operations Team Lead Phoenix, AZ

Supervised call center and team of 8 to 10 processors while conducting systematic reviews of loan files, obtaining, all claims and updating authentication documentation per investor guidelines while in a call center environment.

EDUCATION

Master of Science – Business Administration (Columbia Southern University) Currently Attending

Bachelor of Science – BA/Organizational Leadership (Southern New Hampshire University) December 2020

REFERENCES

Available upon request.

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