Customer Service Representative
Resume:
Tondra Russell
*** ******** *** *********, ** ***06
***************@*****.***
Objective
To obtain a challenging position where utilization of financial and leadership experience allows opportunity for advancement and professional development.
Career Summary
A result oriented, self-starter with highly developed problem solving and decision-making skills. Strong ability to grasp and utilize information quickly. Proven background in customer service and mortgage environment. Expertise in root/cause analysis. Effective oral and written communication skills. Works well independently and with in-group settings.
Professional Experience
06/2014-03/2019 US Postal Service Charlotte, NC
Mail Handler
Scanning mail on and off trucks, making sure that reports were up to date showing departure and arrivals.
Responsible for loading and unloading of trucks via forklift, pallet jack or manually.
Reconciling trips at the end of the night to make sure that all trucks were scanned properly and delivering reports to management at the end of the night.
Maintained the dock and helped with any issues or problems that arise and being the first contact for truck drivers and employees with any issues concerning the dock.
08/2010 – 01/2014 CitiMortgage Charlotte, NC
Mortgage Post Closing
Responsible for posting payments to accounts and bringing homeowners back to normal servicing
Check payment calculations and verify all documents were completed and signed properly
Work with VA/FHA and Conventional loans
Responsible for maintaining a pipeline of 30 plus loans
Responsible for getting documents in a timely manner.
01/2008 – 01/2010 US Postal Service Charlotte, NC
Mail Processing Clerk
Responsible for sorting, processing, and disbursement of mail in a timely manner.
Assist with training and coaching of new-hire employees within the mailroom.
Proactively resolve mail handling issues for customers in order to minimize further impact.
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01/2004 – 01/2007 Decision One Mortgage Charlotte, NC
Loan Specialist
Responsible for verifying borrower documentation for mortgage loan processing.
Prepared loan packages and ensured documentation met complied with company policies and procedures, prior to submitting to underwriting
Imaged loan documents and ordered appraisals, homeowners insurance, inspections, and title commitments.
Managed and processed pipeline loans. Processed Conventional and FHA mortgage loans.
Ensured loan documents were within compliance with state and federal banking regulations.
Assisted Loan Officers with gathering necessary documents from potential borrowers.
01/2000 – 01/2003 Allstate Insurance Company Charlotte, NC
Customer Service Representative
Processed auto and homeowner insurance claims on behalf of policy holders, claimants, and third parties.
Discussed and offered applicable coverage options with policyholders.
Established a method of inspections for vehicles and assisted customer with access to rental car vendors.
Assisted with training and mentoring of new-hire employees within a call center environment.
Education
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