Customer Service Representative

DEMARRIO GRAY

********.****@*****.*** 702-***-**** Shreveport, LA

SUMMARY

Seeking Remote Customer Service Representative role, bringing 35 years of diverse customer service experience. Skilled in handling inbound calls, providing technical support, and resolving customer inquiries efficiently. Proficient with compliance, loan processing, and software applications, ensuring superior service delivery. WORK EXPERIENCE

Stearns Lending Las Vegas, NV (remote)

CD Drawer Oct 2015 - Mar 2022

• Analyze loan documentation, ensuring accuracy in credit, income, appraisal, and title information.

• Identify and highlight deficiencies in mortgage applications, notifying underwriters for resolution.

• Enter critical information accurately, including Title/Escrow, insurance, tax details, and review for pricing consistency.

• Ensure compliance with RESPA and TRID regulations, running Compliance Ease and reviewing reports for adherence.

• Collaborate with stakeholders to provide high-quality customer service, maintaining strict adherence to company policies and regulatory guidelines.

Barclay Cards Henderson, NV

Relationship Manager Mar 2014 - Oct 2015

• Received inbound calls, ensuring customer inquiries and issues were addressed with efficacy and precision.

• Utilized specialized software to manage and update customer accounts, maintaining high standards of service.

• Analyzed customer needs to provide timely and accurate resolutions, enhancing overall customer satisfaction. Citibank Las Vegas, NV

Mortgage Loan Closer Aug 2012 - Mar 2014

• Reviewed and processed a variety of real estate transaction documents such as HUD1s, appraisals, title reports, sales contracts, and insurance policies, ensuring accuracy and compliance with industry standards.

• Balanced a high volume of loan closings with the additional responsibility of training new employees, maintaining a focus on efficiency and quality service.

AT&T High Speed Internet Call Center Las Vegas, NV Work Force Management IA - Work Force Desk May 2009 - Aug 2012

• Monitored real-time adherence for 290+ customer service representatives, ensuring compliance with schedules and managing various aspects of workforce management, including shift bidding and vacation planning, using IEX and Avaya CMS software.

• Generated daily adherence and overtime reports to assist the payroll department; collaborated with 20+ Team Managers, Area Directors, and Call Center Director to coordinate training schedules and certification courses.

• Handled incoming communication for agent personal day-offs, vacation, sick leave, and other requests, coding each accurately for record-keeping while providing troubleshooting support for agent technical issues. AT&T Las Vegas, NV

Customer Assistant – High Speed Internet May 2009 - Jun 2011

• Provided comprehensive technical support for residential and business customers, aiding in DSL self-installation and internet service setup across various operating systems.

• Conducted DSL signal testing and resolved connectivity issues, ensuring effective modem configuration and IP address mapping, which enhanced customer satisfaction. Sprint Premiere Care Las Vegas, NV

Supervisor Jun 2006 - Sep 2008

• Coached a team of customer service specialists, fostering their ability to deliver one-call resolution quality service, and effectively resolved escalated customer concerns.

• Collaborated with peers and managers to align with company objectives and goals, while managing team attendance and addressing employee personal issues.

Sprint Nextel Las Vegas, NV

Customer Service Representative Jun 2006 - Jul 2007

• Provided comprehensive support through high-volume inbound calls, ensuring customer satisfaction and retention by adeptly addressing technical inquiries related to products, repair status, returns, replacements, orders, and delivery schedules.

• Facilitated effective communication between customers and sales/service representatives, contributing to an informed and cohesive customer service experience. Direct Equity Mortgage LLC Las Vegas, NV

Loan Consultant Jul 2005 - Dec 2006

• Analyzed and processed real estate loan documentation, ensuring compliance with state, federal, and company guidelines throughout the submission, approval, and funding stages.

• Maintained consistent communication with customers, providing updates and facilitating the seamless transfer of documents to branch processing personnel.

NV Power Las Vegas, NV

Customer Service Representative Sep 2001 - Jul 2005

• Addressed customer inquiries and concerns with thorough research, ensuring effective resolution and satisfaction.

• Assisted in service plan selection tailored to customer needs and managed teams of over 20 employees as a Relief Manager.

20th Century Fox Studios Los Angeles, CA

Manager – Guest Relations Feb 1988 - Jun 2001

• Managed comprehensive operations of the Tour Department, including hiring, training, and assigning daily tasks to staff, ensuring high-quality guest experiences.

• Supervised a team of 40 in the Parking Department, overseeing maintenance, repair, and functionality of parking facilities to support studio operations.

• Assisted in security investigations and meticulously maintained records of personnel and historical studio data, contributing to the safeguarding of studio assets and heritage. EDUCATION

Cal State University, Northridge

Major in Film and Television, Film and Television

Northridge, CA

CERTIFICATIONS

Customer Service Excellence Award, Las Vegas Chamber Of Commerce 2004/2005 Customer Service Excellence Award, Las Vegas Chamber Of Commerce 2002/2003 Achieving Customer Excellence - Certificate, Nevada Power Company 2003 Cost Reduction and Productivity Improvement, 20th Century Fox SKILLS

Management • Supervision • Customer Service • Interpersonal Skills • Team Building • Microsoft Word • Microsoft Outlook • Microsoft Excel • Planning • Organizational Skills • Written Communication • Verbal Communication

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