Customer Service Call Center
Resume:
Linda Jacobs
Conroe, TX *7301
********@*****.***
OBJECTIVE To obtain a position within the company that will allow me to utilize my education and work experience for the benefit of the company as well as for personal growth and professional advancement.
SUMMARY OF QUALIFICATION
Works well without supervision. Excellent with customer support services. Skilled at learning new concepts quickly while working well under pressure. Fast learner, dependable, detail oriented, professional. Knowledge of legal aspects of mortgage lending. Excellent negotiating, analytical and underwriting skills. Ability to correctly enter information into the system used (i.e. and accurate and complete, correct spelling and grammar, etc).
EXPERIENCE
Doordash, GrubHub, Spark, Favor
May 2022 - Present
Utilize apps to pick up items and deliver to addresses requested.
Walmart, Conroe, TX - Automotive Cashier
February 2022 - May 2022
Duties: Utilizing customer service skills to run items across the scanner to check customer’s out at the register. Bag items for the customer. Receive cash for payments and utilize the credit card machining for payment of items. Handle all work orders for customer's being worked on. Handle battery exchanges at the cash register. Stock items on shelves.
Transcom, Houston, TX - Work At Home Agent
November 2021 - February 2022
VIRTUAL CALL CENTER
Answer inbound calls regarding customer questions applicable to Apple products. Assist customer’s with online orders, delivery issues, canceling orders, restoring, updating software, Apple ID password issues. Screen sharing with the customer to achieve problem solving issues. Utilizing KBase articles to assist with problem solving. Utilizing excellent customer service skills with the Here to Help Skills palette.
GC Services, Houston, TX - Work At Home Agent
November 2020 - October 2021
VIRTUAL CALL CENTER
Answer inbound calls regarding customer questions applicable to Apple products. Assist customer’s with online orders, delivery issues, canceling orders, restoring, updating software, Apple ID password issues. Screen sharing with the customer to achieve problem solving issues. Utilizing KBase articles to assist with problem solving. Utilizing excellent customer service skills with the Here to Help Skills palette.
Teleperformance USA, Houston, TX - Work At Home Agent
MAY 2020 - October 2020
VIRTUAL CALL CENTER
Answer inbound calls regarding customer questions applicable to Apple products. Assist customer’s with restoring, updating software, Apple ID password issues. Screen sharing with the customer to achieve problem solving issues. Utilizing KBase articles to assist with problem solving. Utilizing excellent customer service skills with the Here to Help Skills palette.
Walmart, Conroe, TX - Cashier
JUNE 2019 - APRIL 2020
Duties: Utilizing customer service skills to run items across the scanner to check customer’s out at the register. Bag items for the customer. Receive cash for payments and utilize the credit card machining for payment of items.
Convergys, Houston, TX - Reservation Home Agent
JUNE 2018 - OCTOBER 2018
VIRTUAL CALL CENTER
Duties: Answer inbound calls regarding hotel reservations. Complete hotel reservations for guests. Modify or cancel reservations as needed.
Teleperformance USA, Houston, TX - Work At Home Agent
OCTOBER 2017 - DECEMBER 2017
VIRTUAL CALL CENTER
Answer inbound calls regarding customer questions applicable to Dick’s Sporting Goods. Orders products or tracking information using CEO, CVCC, and UPS systems.
Shellpoint Mortgage Servicing, Houston, TX - Fullfillment Specialist
JUNE 2013 - JUNE 2017
Pre F/C process-Review delinquent loans before sending them to the 60 day review process. Check for accuracy: Assignment of Mortgage, Note, Deed of Trust, solicitation. Letter, loan modification approval. Check for active SCRA, Active B/K, value of the property and Net present value. Check for loan mod. Denials. Image documents as required. Input appropriate comments into the ILS system. Complete the right screen for the Pre- Foreclosure process.
60 Day Process: Review delinquent loans before sending them to F/C for compliance. Check for accuracy: Assignment of Mortgage, Note, Deed of Trust, pre-f/c notice. Solicitation notice and post solicitation letters have been sent to the borrower. Check for active SCRA, B/K. Image documents as required. Input appropriate comments into the ILS system. Complete the right click screen in ILS system for the 60 day review.
Titles: Request titles upon request and image documents as required.
JP MORGAN CHASE BANK, Houston, TX- Mortgage Loan Processor
NOVEMBER 2012 - MAY 2013
Mortgage Loan Processing: Contact borrower using the Welcome Call, Status Call, and Pre-Close call dialogue. Process decisions when the file comes back from Underwriting. Clear conditions with documents needed from the borrower. Prepare the file for audit purposes and send to audit
team for clearance to send to QA. Check task in Chase File Manager for a “Pass”. Prepare the file to send to Closing., Schedule time and place in Real EC to ensure a notary will be available.
LITTON LOAN SERVICING, Houston, TX - Loss Mitigation Processor
JUNE 2009 - MAY 2013
Loss Mitigation Processor: Follow HAMP guidelines. Gather mod documents by using MOD Track. Contact borrower by using Customer Care skills for missing mod documents. Utilize Adobe Acrobat to verify documents received. Input Hardship reason. Input comments into RADAR. Input verified expenses utilizing Credit Report. Clear Fraud Alerts with documents needed. Input demographic information using the Hardship Affidavit. Send file to Income Ver for verification of income. Confirm trial and process trigger payments.
LITTON LOAN SERVICING, Houston, TX - Cash Payment Processor
JUNE 2001 - JUNE 2009
Cash Management Processor: Scan, distribute, open, log overnights. Prepare CAR (Cash Application Report) to various departments for processing instructions. Place checks in lockbox for processing. Place overnight packages in various department slots for pickup. Pull checks for CAR processing and post to loans using LSAM’s. Balance, prepare deposit, run batch in lockbox for deposit to the bank. Prepare letters for checks to be returned. Prepare modifications using LSAM’s. Make changes in the Loan Maintenance File, Change File and post payments in LSAM’s utilizing correct batch name. User Loan Removals query for balancing and input on deposit sheet. Post Loan Removal Reversals from Investor Accounting requests. Post ACH Reversals using Cash Module & LSAM’s. Process Setup, changes, and deletes ACH files using faxes, reports and any documents from Lockbox. Prepare letters to borrowers on updates of ACH files. Prepare ACH documents for imaging to RADAR. Post reversals from Chase, ACH, Ventanex, Lockbox, Speed Pays utilizing the Cash Module and LSAM’s for processing. Process Daily Queries from Cash Module & Reports in LSAM’s. Post Payoffs using one step process in LSAM’s. Determine “short” payoffs and place on CAR for further processing. Process F/C Payoffs and post Payoff Reversals. Prepare W/U checks for processing in lockbox. Prepare daily recap report. Prepare voids, electronic voids to W/U. Place checks on CAR for processing instructions. Send e-mails to W/U when needed. Process debit letters for funds due W/U. Collect funds on return items as needed. Prepare letter, spreadsheet detail, original return item, and loan history for requests. Clear items on payment clearing by depositing funds to payment clearing. Process items in inbox. Place payments in lockbox for processing. Give all ACH documents to appropriate person for processing. Place checks on CAR for further processing. Process adjustments in LSAM’s from Special Loans department. Prepare check requests as needed. Open mail using mail machines. Prepare payments for processing. Process lockbox payments using the transport. Item Age Key batches in Field Entry, and Balancing. Process rejects-put checks on CAR, post payments, etc. Prepare deposit, balance, and transmit file in Item Age to complete the process. Perform CAR form audit on checks using report to ensure checks were either still accounted for, and ready for posting, posted, or returned. Research checks as needed. Identify checks for posting in lockbox or manual posting in LSAM’s using effective dates. Prepare deposit, balance and input batch on Deposit Sheet. Research out-of-balances on payment clearing to clear by posting or reversing funds to the correct loan. Process B/K Trustee check using the B/K Workstation. Balance, prepare deposit, run batch in Lockbox. Input on Daily Deposit Sheet. Process pending items by posting, requesting checks, and prepare CAR for further instructions.
EDUCATION
New Caney High School - Diploma
August 1978 - May 1982
General Studies and achieved a high school diploma
SKILLS
I have the ability to process functions in the Loss Mitigation and Cash Management departments. I am a fast learner and have the ability to work in a multi-tasked environment, and detail oriented with a professional image. I have the knowledge to solve problems using math calculations and a calculator. I have excellent data entry skills and 10-key by touch skills.
CERTIFICATIONS
Customer Service I, II, III
Business Grammar and Writing
Servicemembers Civil Relief Act
ECOA-Regulation B/Fair Lending certification
FCRA certification
FDCPA certification
TILA-Regulation Z certification
RESPA-Regulation X certification
Protecting Customer Privacy: A Security
Awareness Initiative
State of Texas Licensed Notary
TRAINING
Microsoft Word, Excel, Access, Outlook, Adobe Acrobat, RADAR, Cash Module, MOD Track, B/K workstation, data entry, and 10-key.
REFERENCES
Available upon request
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