Customer Service Representative

PROFESSIONAL

SUMMARY

Dedicated Customer Service Representative motivated to maintain

customer satisfaction and to contribute to company success. Proven abilities to establish rapport with clients and exceed sales quotas. Reliable and driven, with strong time management and prioritization abilities. SKILLS

Was able to learn and master

expert-level understanding of all

modification programs and

maintain robust knowledge of

other non-modification workouts

and non-foreclosure liquidation

options.

Identified missing documents and

facilitated the submission of

documents for a modification

application. Proactive planning

led to notable increase in morale

in all departments.

Created a customer satisfaction

survey, drastically reducing

potential problems.

Accurately pre-qualify customers

for modification programs and

use available technology to

correctly estimate modification

terms.

Data Quality

Data Analysis

Data Profiling

SQL

Regulatory Compliance

Data Governance

WORK HISTORY

Customer Service Representative / Qurate Retail Group /QVC / 11.2023 - 06.2024

Responsibilities include, Order services for clients who have questions about items to purchase on QVC TV,HSN, help them finish orders, track packages, process returns and refunds back to Original pay methods or issue member credits, making easy payments (installments) and check if certain products are available

Collections Resolution Associate / Hillcrest Davidson & Associates / 06.2023 - 09.2023

Collections Management: Maintain a portfolio of customer accounts, proactively contacting customers to ensure timely payments Implement effective collection strategies to reduce delinquency rates and improve cash flow

Negotiate payment plans and settlements with customers while KUDA T. HUNGWE

**********@*****.*** 214-***-**** Little Elm, TX 75068 maintaining positive relationships

Billing and Issue Resolution: Review and analyze billing statements and invoices for accuracy

Address customer inquiries and concerns related to billing discrepancies and resolve issues promptly

Collaborate with internal teams to investigate and resolve complex billing issues

Customer Engagement: Communicate with customers through various channels, including phone calls, emails, and written correspondence Provide excellent customer service while understanding and addressing customer needs and concerns

Educate customers on billing processes and payment options Record Keeping: Maintain accurate and up-to-date records of all customer interactions, payment arrangements, and issue resolutions using [specific software or tools]

Reporting: Generate and present regular reports on collection performance, aging reports, and billing issue resolutions to management. Covid Travel Health Contract (2nd Assignment) / AMI STAFFING / 10.2022 - 12.2022

Duties included data input of patients information for Covid Testing ONLY, checking ID, answering questions patients had, verifying county information Location: Pennsylvania, PA Administrative Assistant Patient Registration - Efficiently manage patient data registration and electronic health record (EHR) entry, ensuring accuracy and compliance with healthcare regulations

Perform clerical duties such as appointment scheduling, patient check- in/check-out

Maintain patient confidentiality and adhere to HIPAA guidelines in all administrative tasks

Home Lending Specialist / JPMorgan Chase / 03.2022 - 10.2022 Provided friendly, courteous, and efficient customer service to clients in person, over the phone, and via email

Assisted customers with account inquiries, transactions, and problem resolution

Demonstrated in-depth knowledge of banking products, services, policies, and procedures

Proactively identified opportunities to cross-sell and upsell appropriate financial solutions

Maintained accurate records and documentation to support customer interactions

Collaborated with colleagues to ensure seamless service delivery Reviewed mortgage loan files to ensure completeness, accuracy, and compliance with company guidelines and federal/state regulations Identified and resolved discrepancies in documents such as income verifications, credit reports, title reports, and appraisals Provided timely feedback to loan officers and processors to facilitate the smooth processing of loan applications

Maintained detailed records and documentation to support underwriting decisions

Participated in process improvement initiatives to enhance efficiency and accuracy

Processed residential mortgage loan applications from initial intake through closing

Gathered, reviewed, and verified all required loan documentation Communicated with borrowers, real estate agents, and other parties to resolve issues and ensure a timely closing

Maintained detailed records and files throughout the loan process. PA Travel Contract: AMI Expeditionary Administrative work with patient registration in correct counties throughout PA / AMI STAFFING AGENCY / 08.2021 - 12.2021

Healthcare clinics provide comprehensive primary care and emergency services

Our primary care services include care for all adults as well as children and infants

Covid Vaccination and Testing programs Operational support prioritizing vaccine allotments and clinics set up as community-based, drive-thru or mobile

Provides real-time information to state immunization record systems and can be quickly integrated into VTrcks

The system addresses second dose management and implementation through electronic and call center reminders

Timely and compliant reporting which can be entered into any digital platform for Real Time updates

Account Resolution Specialist / Caine and Weiner / 11.2016 - 06.2021 Identify and diagnose issues and problems reported by clients Categorize and record queries, and provide timely solutions Support problem identification and resolution

Advise users on the appropriate course of action to resolve their issues Monitor issues from initiation to resolution, ensuring client satisfaction Escalate unresolved problems to higher levels of support as needed Managed one or more customer service functions, ensuring efficient operations

Acted as the primary point of contact to support service users and customers

Delivered exceptional customer service through various channels, including calls, chat, and self-service options

Continuously sought opportunities for service improvement and implemented best practices.

CRM /Compliance & Risk Specialist /Project Manager / Case Manager Specialist II/ Data Governance/Analysis / BANK OF AMERICA - Dallas/Fort Worth, TX / 08.2008 - 10.2016

Led cross-functional teams to define project objectives, scope, and deliverables, ensuring alignment with organizational goals Developed comprehensive project plans, including clear goals, timelines, and resource allocation, resulting in improved project efficiency

Monitored project progress and identified potential risks and issues, implementing timely corrective actions to keep initiatives on track Collaborated closely with stakeholders to communicate project updates, manage expectations, and ensure project success Utilized project management software and tools to streamline workflows and enhance team collaboration

Supported project managers in defining project goals, objectives, and scope

Assisted in creating detailed project plans, schedules, and timelines, contributing to improved project organization

Collaborated with cross-functional teams to facilitate communication and ensure project milestones were met

Monitored project progress, identified bottlenecks, and recommended process improvements for enhanced efficiency

Successfully delivered projects or outcomes on time and within scope, exceeding client and management expectations

Reanalyze Escrow account per customer request

Assist with High Call Volume for basic customer service inquiries when needed

Assist homeowners who are experiencing financial hardship in the MHA

/HAMP programs

Provide basic information about the status of the homeowner's account, including pending loan modification application and other Loss Mitigation alternatives

Provide detailed explanations regarding reasons for modification approval or denial and assist customer to find and access other forms of assistance if applicable; including credit counseling, Hardest Hit Funds, and property liquidation

Handling calls for CRM's, checking mod statuses and documents needed, incomplete, providing fax numbers, setting up appointments for CRM's for modification status, approvals or declines, SS status and initiation, DIL

Established, implemented, and maintained risk standards and programs to drive compliance with federal, state, agency, legal and regulatory and Corporate Policy requirements

Provided oversight and monitoring of risk-based compliance programs Regulatory compliance risk consultant that delivered regulatory compliance testing and strategic consulting services for financial service clients

Assisted in documenting and disseminating legal, regulatory and corporate policy requirements to department heads on a broad spectrum of topics including, but not limited to FDCPA, FHA, USDA, VA, FNMA, FHLMC, GLBA, UDAAP, FCRA and FACTA

Handled customer complaints, worked assigned files as case manager for customer complaints until issues are resolved or alternative options are given

Had deadlines to work with and made outbound calls Adhered to Data Governance standards and procedures Worked with Data Stewards to remediate data issues raised by the reporting teams

Worked with Collibra engineers to sync technical assets with Abinitio Conducted SQL queries to pull technical metadata directly from data sources where necessary

Establish measurable KPIs on the data governance metrics such as data quality scores & data security incidents.

EDUCATION

Collibra University / 01.2023

Business Analyst & Data Governance Certification

Wiley College / 01.2001

Business Administration

Victoria High School / 01.1994

High School Certificate

REFERENCES

Furnished Upon Request

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