Customer Service Call Center

Latoya Moss

**************@******.*** – 630-***-****

Objective

I am a professional with an extensive background in mortgage collections and customer service within a call center environment. Proven ability to develop strategies to minimize risk and deliver exceptional results to clients and the organization. Expertise in customer service and relationship management. Seeking career employment with an organization where I can be an asset, grow and gain more knowledge in my field. Key competencies: Analytical and Critical Thinking ● Multi-Tasking ● Customer Service● Microsoft Word and Excel● Imaging and Mortgage Systems

Education

Benedictine University

Online General Coursework

Naperville, IL

High School Diploma

Proviso East High school

Maywood, IL

Work Experience

BI/GEO Group

Customer Service Tech Specialist

03/2024 – 10/2024

Aurora, IL

Communicate via inbound and outbound calls within a fast-paced call center environment with electronic monitoring participants and community – based organizations and individuals. I used web- based computer system tracking, information gathering and documentation of calls. I also provided prompt and accurate resolution of inquiries with appropriate information.

· Active listening /Leadership

· Emotional intelligence /Empathy

· Teamwork / Adaptability

· Conflict Resolution/ Decision Making

· Attention to Detail/Product Knowledge

· Organization / Time Management

Page 2

Heavenly Hands Catering

Owner/Operator

03/2016 – 02/2024

Oswego, IL

As the owner and operator of a small at-home catering business, my primary responsibilities were, but not limited to: menu development, food preparation, client consultation, marketing and sales, event planning and execution, managing inventory, ensuring food safety compliance, and handling all financial aspects of the business, all while maintaining excellent customer service.

· Culinary skills and knowledge

· Excellent communication and interpersonal skills

· Organizational and time management abilities

· Strong attention to detail

· Business acumen and financial management skills

· Food safety certification

Property Management Inc (PMI) Metro and Suburban)

Office Manager/Administrative Assistant

07/2022 – 09/2023

Des Plaines, IL

As office manager/administrative assistant for a small property management company I supported the property manager with administrative tasks, financial, and customer service aspects of running the business.

· Respond to correspondence, send emails and mail, and be a point of contact for owners

· Schedule move-ins and move-outs, and work with vendors

· Prepare reports, update databases, and collect documentation for leasing agreements

· Assist with investor reports, presentations, and other special projects

· Answer questions, assess needs, and help resolve complaints

· Collaborate with the property management team to produce advertising materials

· Create monthly financials, prepare budgets, and collect monthly fees Page 3

HSBC Mortgage

Senior Mortgage Specialist

01/2002 – 05/2017

Elmhurst, IL

· Acted as financial adviser, mortgage adviser and counselor with customers with mortgage problems in analyzing each situation and presenting resolutions. Handled all necessary and related research to achieve and ensure issue resolution. Worked with supervisor to resolve financial issues/inquires by making direct contact with customer via telephone.

· Performed complex technical tasks to input information, process on computer new payment structure on mortgages and account reconciliation. Interfaced with other departments as needed in resolving complex inquiries to achieve customer satisfaction and bank revenue.

· Applied advanced understanding and knowledge of operating the necessary computer mainframe and software applications to process work and extract data. Calculated complicated mathematical problems associated with customer accounts and products.

· Performed general analysis, research and preparation of required routine reports, which accounted for hardship and special programs available for the customer. Identified potential operational issues and provided appropriate recommendations necessary for issue resolution and procedural change.

· Negotiated new mortgage payments and made recommendations with customer to meet federal bank compliance regulations.

· Communicated by phone and reports to customers in regard to mortgage conditions, which provided updated information. Organized and managed 260 accounts in a 30-day time period to meet goals. Recognized, identified potential operational issues, and provided appropriate recommendations necessary for issue resolution and procedural change.

Activities and Honors

Corporate Medallion Award for Outstanding Performance

· Corporate Medallion Award for Outstanding Performance

· Multiple All-Star Awards

· Multiple Employee of the Month Awards

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