Customer Service Representative
Resume:
Skills
Experience
MALISSA STRAWN
Customer Service Representative
916-***-**** *******.******@*****.*** Elk Grove, CA 95624 Hardworking professional with experience in office operations, administrative support, and customer service. Highly organized and self-motivated with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.
• Process auditing • Data accuracy
• Standard Operating Procedures • Process Improvements
• Adobe Acrobat • Information Organization
• Adaptability • Time Management
• Skilled in [Software] • Document Scanning
• Reporting capabilities • Database Management
• Quality Assurance • Attention to Detail
• Customer Service • Problem Solving
• Written Communication • Multitasking Abilities
• Team building • Self Motivation
Document Controller
FIDELITY NATIONAL FINANCIAL, Jacksonville, FL
June 2024 - August 2024
Implemented scanning or other automated data entry procedures, using imaging devices, and document imaging software.
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• Developed, document, and maintained standards, best practices, and system usage procedures.
• Monitored regulatory activity to maintain compliance with records and document management laws.
• Prepared support documentation and training materials for end users of document management systems.
• Worked with multiple document control systems such as SharePoint, Power BI, and Adobe Acrobat. Sr. Customer Care Specialist
COX AUTOMOTIVE, Sacramento, CA
August 2015 - June 2024
Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
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• Managed escalated customer cases effectively while maintaining a high level of professionalism. Built sustainable relationships and trust with customer accounts using open and interactive communication.
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• Utilized customer service software to streamline processes.
• Resolved customer complaints promptly and professionally. Education
References
Demonstrated excellent verbal communication skills when interacting with customers over the phone and via email.
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• Navigated multiple computer systems and applications and utilized search tools to find information.
• Provided superior customer service to clients and customers, resolving their inquiries in a timely manner.
• Provided exceptional customer service to clients in fast-paced call center environment.
• Processed customer orders accurately and efficiently. Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
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Adapted easily to changes in work environment as well as new technologies used for improving operations efficiency.
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• Read from scripts to promote uniformity and consistency in communications.
• Helped with training new phone agents.
• Helped leads with answering questions in the team chat. Customer Service Representative
LENDER SERVICES INC, Sacramento, CA
April 2000 - April 2014
Onsite Representative for the Bank of America loan center,Ran status reports, assisted with title management and legal Documentation.
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Customer service for multiple lenders,answering phone calls and emails regarding title reports and lending issues. Ran reports to determine status and ensure quality assurance.
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• Signed checks, reviewed, and approved status of documents.
• Reviewed funding issues, budget and determining outcomes.
• Reviewed loan documents to ensure they were signed and completed correctly.
• Managed internal quality assurance by reviewing documents of other staff members.
• Provided exceptional customer service to clients in fast-paced call center environment. Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
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• Performed data entry tasks accurately and in a timely manner.
• Remained open to feedback from supervisor and peers to build and improve skills set. Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
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• Assisted with training and mentoring new team members. San Juan High School, Citrus Heights
June 1996
Jason Currier — Cox Automotive
Supervisor • My Previous Supervisor
• *****.*******@**********.***
Jeffery Teshera — Cox Automotive
Supervisor • My Previous Supervisor
• *******.*******@**********.***
Becky Briggs — Lender Services Inc
Supervisor • Previous Supervisor
• *****.******@************.***
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