Customer Service Representative

Sonya Marie Drake

Mobile Number : *** -*** -**** Email: ************@*****.***

SUMMARY

To grow personally and professionally in a challenging position that will enable me to achieve career goals while furthering my progress as an asset to the company. PROFILE

Highly self-motivated and goal-oriented business professional with years of experience in customer service. Flexible with the ability to adapt to change and implement new work processes while keeping integrity, moral and business need in perspective. Consistently striving to work with peers to assist with implementation of new policies, guidelines and procedures set forth by the company. Strong written and verbal communication between business partners, associates and clients. History of producing and maintaining high company standards of associate management, call handling, case management and meeting metrics of company goals. Adaptable and experienced with high volume and fast paced environments. PROFESSIONAL EXPERIENCE

LABalloons – Glendale, CA June 2018- Mar. 2020

Customer Service Representative

Inbound/Outbound Calls, Processing Online Orders, Credit Card Payments, Returns, Refunds, Cancellations

Website navigation, Inventory Adjustments, pulling Inventory from the Warehouse Store

Communication with Customers, Store Staff and Shipping Departments

Multi-tasking using Dual Computer Screens, Knowledge of Products, Special Pricing for Customers,

Pulse, ShipStation, Shopify and Lightspeed Systems, Excel Data Entry for Adding and Importing of Products

Homeland Security - FEMA Pasadena, CA Sept. 2017 – Jan. 2018 Customer Service Representative

Assists applicants by telephone, determines applicant needs and provides information and referrals to appropriate disaster programs, community resources and other Federal Agencies. Advising applicants of awarded assistance for Housing Repairs, Rental Assistance, Personal Properties losses, lodging, transportation and Other Needs Assistance per scheduled dates.

Handles incoming, outbound and high risk calls by C3MP computer system, verification process, updating applicants information, processing uploaded documents via DMARTS, multi-tasking using various systems, referencing Policies and Procedures and daily updated information per affected disaster areas.

Bank of America Home Loans, Pasadena, CA Sept. 2012 - May 2014 Home Service Specialist II - Sr. Loan Processor

Reviewed and final approved loan documents/conditions, credit and title reports, appraisals, verification of employment/paystubs, tax returns and bank statements.

Calculated final figures for closing and funding.

Secured Internal and external emails to related parties.

Worked and communicated regularly with Underwriters, Loan Officers/Sales Team, Borrowers, Escrow/Title, Appraisers to ensure client's needs were met.

Worked on Conventional Conforming and non-Conforming MHA HAMP HARP FHA/VA and Manufactured Home Loans.

Maintained a 99% call monitoring average.

Bank of America Home Loans, Glendale, CA Oct. 2011- Sept. 2012 Customer Relationship Manager

Processed Loan Modifications for delinquent Residential Home Loans via repayments plans, forbearance, short sale and foreclosure process.

Managed daily high volume outbound calls.

Serviced Bankruptcy/Mortgage Insurance/Special Loans queue. o Ensured compliance with bankruptcy law for all loan servicing for active bankruptcy customers. o Reviewed, analyzed and determined eligibility for changes to Mortgage Insurance policies. o Serviced “special”/non-conventional loans.

Helped coach and developed associates to identify customers’ needs and offer products that would broaden relationship with the bank.

Bank of America Corporation, Glendale, CA Oct. 2004 – Oct. 2011 Senior Customer Service Representative

Served as Associate Assistance Line representative where duties included escalation call handling, complex account research/resolution and coaching of frontline customer representatives.

Mass Affluent Customer Service: serviced clientele with high amount of liquid assets by providing world class service to ensure all needs were met in reference to consumer and investment account management.

On-the-Job Training Coach: responsible for the training and development of new hire classes consisting of 10-15 newly hired agents.

Broadened customer relationship with bank by analyzing customer needs, offering bank products, and opening accounts for new and existing customers.

Serviced consumer checking, savings, and certificate-of-deposit accounts. Bank of America Corporation, Los Angeles, CA June 2003- Oct 2004 Credit Officer- Student Loans

Obtaining Credit Documentation for review of Government, Parent Plus and Private Student Loans

Decisions via Investor Matrix, internal contact and with Investors, Financial Aid Office, Parents and Students

Heavy application volume during Peak Time from June through October

Applications Exceptions submitted to the Investor and Senior Management for a Final Decision outcome

Maintained a minimum of 8 to 10 Credit Approvals Daily Bank of America Corporation, Los Angeles, CA May 2000- June 2003 Loan Administrator II

Private Short Term Personal Loans, obtaining and reviewing final documentation for closing and funding

Monthly Reports to the Sales Teams for follow up on outstanding exceptions

Internal contact with the Bank’s Attorneys, Senior Underwriting, Sales Teams and Accounting

Closed and funded a $250,000,000.00 Personal Loan via Team Support with Internal Staff SKILLS

Strong verbal and written communication skills

Goal oriented with desire to win

Consistent attention to detail with ability to

solve complex issues

Team player with training ability

Quick learner adaptable to servicing systems

Able to prioritize in a fast paced environment

Consistently seeking ways to encourage a better

work environment

Committed and dedicated

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