Service Representative Customer
Resume:
Ebony
Kelley
****1
***********@*****.***
To obtain a responsible and challenging position which provides an opportunity for further development and advancement within the company.
Skills
Microsoft Suite
Outlook
PGP Desktop
Strong verbal, written and interpersonal
communication skills
Ability to type 60+ WPM
Detail Oriented
Experience
NOVEMBER 2015-OCTOBER 2023
Customer Service Representative Cenlar FSB
Research and resolve inquiries in a call center environment.
Handle all level of mortgage servicing inquiries including payments, escrow analysis, insurance, tax, default.
Educate clients on products and services with focus on customer satisfaction and retention.
Work to meet individual and team goals for service level agreements on a daily basis.
Responsible for interacting with clients through telephone, email and face to face interactions. JANUARY 2003-MAY 2015
Senior Customer Service Representative ETS
Quality Control/process archived and current score reports for multiple programs (AP, PSAT, GRE) to institutions within ETS/College Board service level agreement.
Create bills for service/process credit card payments and credits for institutions in an electronic payment system.
Investigate and resolves any score reporting issues for AP/PSAT/GRE as a subject matter expert.
Compose/Revise and/or Review written process instructions for training purposes and opportunities for process improvements.
Functionally trained new staff in multiple processes for AP and GRE programs.
Quality Control of yearly purge process for AP which includes over 2 million candidates. Education
2
CLASS OF 2000
High School Diploma Trenton Central High School
Attended September 1996 - June 2000; received diploma in general high school studies.
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