Customer Service Representative

Antoinette Amaya

Objective

· Sales/Customer service: 22 years of experience persuasive communication, and creative problem

solving with a strong aptitude for sales and a willingness to take the initiative.

· Team Leadership: Multiple years of decision-making responsibility for customer service as well as

building and maintaining strategic partnership with my teams.

· Process Improvement: Superior business acumen and an innate understanding of customer service.

I have consistently developed business and customer relations through quick and successful response to customer service needs.

Skills & Abilities

• Document Formatting

• E-IMAGE

• Power point

• NICE ROD

• Word

• Excel

• ICMP

• CORE

• Multi-line Phone Systems

• Cold Calling

• Clerical Experience

• Administrative Experience

• Upselling

• Phone Etiquette

• Customer service

• Mentoring

• Leadership

• Sales

Experience

CLIENT SERVICE REPRESENTATIVE 1

NOV 6-PRESENT

Taking inbound calls from Credit Union employees to assist with their customers inquires such as but not limited to: if a payment posted, current balance, unlocking employee account. Preformed data entry inputting payments, changing addresses, closing member accounts, opening new accounts. Assisting with day-to-day questions.

SENIOR CUSTOMER SERVICE REPRESENTIVE

SEP 2022-OCT 2023

Answer emails/phone calls from Dealers/ Customers regarding payments, meters, and contract questions · Partnered with sales team to answer booking questions · Reporting any errors with booking of contracts · Partner with collections to aid in customer’s going out of business or answer questions regarding the collections on the past due contracts · File Service requests when accommodations are needed · Complete service requests whether it be an equipment address update, Service complaint, or Meter Disputes · Complete the necessary Amendments for Equipment swaps for Vendor/Customer request · Assist with updating, removing, or correcting the Service Billables amounts or Freight Fees · Working overtime on special projects to make sure applications are working correctly · Partner with leadership to complete tasks

SENIOR LOAN DOCUMENT PROCESSOR

SEP 2021-AUG 2022

Performed weekly pipeline tracking and reporting spreadsheet reviews for accuracy and completeness · Partnered with Operations partners and managers to resolve delays or cancel orders · Maintained daily and weekly production tracking and reporting for all direct reports · Coached direct reports on quality and procedural errors · Completed Certification Quality Reviews for new hires · Assisted team members with complicated verifications · Co-Facilitated new hire training · Led team meetings in manager absence · Evaluated employee pipelines daily to ensure closing dates were not missed · Utilized Tableau reporting tools to review employee pipelines and identify critical loans and aged orders · Ordered new hire access · Audited direct reports’ verification document templates were current and compliant with business standards · Maintained leadership staffing spreadsheet · Researched line of business customer complaints to determine cause and report trends to leadership · Coordinated direct report out-of-office pipeline coverage · Delivered feedback from QA or Phone Quality meetings to team to identify trends and ensure mistakes were not repeated

LOAN DOCUMENT SPECIALIST

JAN 2020 -SEPT 2021

Hired on from a contracted position and underwent training for our Escalations Department to assist with completing Verification of Employments for our Customers. · Reach out to the Employers, CPAs, and Disinterested 3rd parties to complete Verbal and Written Verifications · Assist with re-verification and obtaining additional information as needed. · During the height of the COVID-19 Pandemic I was placed on a special Self-employed Verification Team to complete re-verifications and sometimes the Initial verifications · Assisted with training our Vendor Support Team members that were assigned to assist with the SelfEmployed re-verifications. · Answer questions from team members on policy and procedures · Navigate multiple computer systems in searching for needed information · Prioritize verifications based on closing date · Mentor program (mentor) · Quality SME · DEI Committee · Assisted with intake process · Helped facilitate training · Hosted team meetings in manager absence

LOAN DOCUMENT SPECIALIST MAY 2019 – DEC 2019

Assisted the Verification of Employment Department with obtaining verbal and written verifications of employments. · Worked in the Initials Department making sure the vendor (Equifax) received updated contact information for the Employers, CPAs, or Disinterested 3rd Parties. · Searched various computer systems for needed contact information · Certified out of the Initials Department into the INFO Department where I replied to emails from our Home Loan Processors, Home Mortgage Consultants, Home Loan Underwriters, Private Mortgage Bankers, and Managers · Provided updates on the status of verifications or advised if additional contact information or signed documents were needed. · Certified in INFO after 2 weeks and stayed in the INFO Department for the duration of my assignment. · While a contract employee, trained new hires doing side by sides to explain how to complete Initials and INFO process.

NIGHT STOCK OCT 2018 – APRIL 2019

Made sure all isles were stocked, faced, and cleaned. · After 2 months I was placed over the General Merchandise Night Stock team to make sure all items were stocked in the Pharmacy and General Merchandise isles.

CUSTOMER SERVICE REPRESENTIVE NOV 2017 - NOV2018

· Received Inbound calls from customers about their orders. · Assisted with making sure that customer orders were accurate before placing · Assisted the customer when items were not received or inaccurate on their order, making sure proper credits were applied to their Macy’s Card, Macy’s Gift cards, or their 3rd party Credit/Debit cards. · Also assisted with returns and/or replacing an order · Made outbound calls to customers as necessary to follow up on orders to make sure they received replacement items in a timely manner. · Often deescalated irate customer calls as they were upset about their orders, credits that should have been applied, or “double charges.”

INTERIM MORTGAGE DOCUMENT SPECIALIST OCT 2010 – FEB 2011

· Assisted homeowners with their refinance · Made initial contact with the customer to advise them that I would be the processor assisting with getting their loan to closing. · Worked closely with the customer to make sure all appropriate documents such as their Titles, Homeowner Association Forms, and Declarations page for insurances were in before sending the loan to the underwriter to clear and move on to the closing stage in a timely manner. · Assisted underwriter with obtaining an achievable closing date · Communicated with sales team if homeowners were interested in other products with Wells Fargo.

CREDIT SPECIALIST MAY 2010 – MAY 2010

· Answered inbound calls from card holders about their Identity theft Protection · Made sure customer had recent credit reports · Enrolled new customers into the program · Continued to build a better relationship between the customer and First Advantage

LOAN SERVICING SPECIALIST JUNE 2009 – JAN 2010

· Answered inbound phone calls from homeowners about their loan modifications · Made decisions on loan applications up to the conforming loan limits typically one-unit properties · Verified customer income documentation · Resolved routine title issues including, but not limited to vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens reconveyances · Resolved appraisal disputes · Executed closing actions to ensure a timely and effective closing process · Maintained a high level of customer service by being proactive in communication with customers, banking center associates, Realtors, etc.

CUSTOMER SERVICE SALES REP. NOV 2009 – JAN 2009

· Provided excellent and fast customer service, worked special campaign projects · Updated spreadsheet daily with number of payment programs and payments in full received · Multi-tasked; Assisted in other departments as needed · Detail-oriented Assured sales areas were neat and arranged according to size · Successfully completed all job assignments within specified time. · Knowledgeable to talk to customers about their complaints, suggestions, and comments · Continued to build a better relationship between the customer and Kohls.

TIER 1 CUSTOMER SERVICE REP May 2008- May 2008

(Short Term Assignment)

· Handled inbound phone calls about back paychecks

· Successfully completed all job assignments within specified time

· Assisted in mail room organizing, opening, and sorting envelopes

· Provided key support for functional groups, including performance of a wide variety of specialized

clerical functions involving compiling and arranging data

CUSTOMER SERVICE REP AUG 2007 – SEPT 2007

(SHORT TERM ASSIGNMENT)

· Made outbound phone calls to various insurance agencies in reference to outgoing transfer status

· Made follow up calls to agents to inform them of the status, any problems and extra paperwork needed

· Confirmed that Annuity Payments were received, and credited to new account within ING

CUSTOMER SERVICE REP OCT 2006- MAY 2007

· Received inbound phone calls for various product lines

· Assisted customer with various needs including billing, purchase of new products, account changes,

account closing and answered general questions

· Brought in new clients and prevented current clients from going to a competitor

· Worked on media which consisted of making changes to the accounts, submitting complaints to the

appropriate personnel and callbacks to supervisors as need

Education

HIGHSCHOOL DIPLOMA

DES MOINES PUBLIC SCHOOL

*********@*******.*** ٠9125 LINCOLN AVE CLIVE, IA 50325 ٠-515-***-****

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