Customer Service Representative
Resume:
Wilmington, DE. *****
E-mail: ******@*****.***
Danita Latrice Sanders
Objective
Dynamic business and result-oriented professional with versatility, cross-platform experience, with excellent analytical, organizational, communication and computer skills. Known for thoroughness, accuracy, and analytic skills.
Core competencies include:
Microsoft Office, Salesforce, Encompass, and Workforce Management.
Summary of qualifications
20-year background in a professional business environment
Special strength in analyzing data
Education
BS Political Science, Delaware State University, Dover, DE
Professional experience
CertainTeed Malvern, PA 01/2023-Present
Handles 50-60+ inbound interactions per day, providing a high level of customer satisfaction and one-call resolution with personalized and friendly service to ensure customer retention
Able to promote CertainTeed products to contractors, builders, and architects to build and strengthen relationships
Works closely with internal departments to convert sales leads and create business opportunities for the company
Engages with contractors who are part of the Contractor Cash Back loyalty program regarding invoice processing
Radian Philadelphia, PA 07/2012 - 08/2022
Major provider of Mortgage Insurance for first lien mortgages.
Senior Customer Service Specialist
Handled customer questions, issues, and works with other departments at Radian to provide the highest level of courtesy and professionalism to resolve customer issues within a one call resolution when possible. Offered alternative solutions when appropriate with the objective of retaining customer's business.
Performed root cause analysis with a logical methodology for problem identification. Has a proactive approach to problem resolution.
Communicated with customers using web-based tools and demonstrates associated proficiency in typing, grammar and verbal communication. Demonstrated continued and consistent proficiency in the skill sets utilized within the Contact Center.
Also assisted the department Supervisors in training over ten new employees.
Elevated issues to next level of management if necessary. Continuously looks for opportunities for process improvements and makes recommendations to management to help increase efficiency and reduce SLA’s. Understands what issues he/she can resolve and when issues need to be elevated to Supervisor/Customer Care Management. Keeps management informed on escalated issues, patterns, trends that are outside of the daily contact center customer issues.
M&T Bank Wilmington, DE 09/2011 - 07/2012
Mortgage Customer Service Representative
Responsible for answering in-bound calls from customers and assisting borrowers and authorized third parties with all mortgage origination, closing, and general servicing questions and processing requests.
Also assist borrowers with late charge waiver requests, due date changes, and other loan maintenance requests.
Refer refinance leads to Direct Sales when notified of payoff statement requests/eligibility codes. I have an understanding of federal and state mortgage servicing requirements, standards and servicing processes.
Delaware Claims Processing Facility Wilmington, DE 03/2007 - 08/2011
Asbestosis/Mesothelioma Claims Analyst
Pay small and large claims
Transmit claims for payment and further investigation
Prepare and review insurance claims and related documents for completeness
Attach and post information to claim file
Organize and work with records, using computers to enter access, search and retrieve data
PREVIOUS PROFESSIONAL EXPERIENCE
Credit Analyst, J P Morgan Chase, Newark, DE
Senior Customer Service Advisor, Bank of America, Dover, DE
Customer Service Representative, Client Logic, Dover, DE
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