Customer Service
Resume:
KATHRINE BOTKIN
CUSTOMER SERVICE REP
Keller, Tx
CONTACT
*********@*****.***
PROFILE
Seeking a challenging opportunity to utilize my 8 years in customer service with a company that values its customers and therefore its employees. I am an ambitious, hardworking, fast learning individual committed to excellence, who would be an asset to your company.
SKILLS
WINDOWS, EXCEL, 10-KEY, AND KEYBOARD PROFICIENT.
EXCELLENT COMMUNICATION AND CUSTOMER SERVICE SKILLS.
TEAM PLAYER
SELF-MOTIVATED
ADAPTS TO NEW PROCEDURES, POLICY, AND SOFTWARE EASILY.
EXPERIENCE
First Watch North Richland Hills, Texas
Hostess and Lead Server (Black Apron) 3/2018 – 8/2020
GREET CUSTOMERS AS THEY ENTER THE RESTAURANT.
PLACED ORDERS VIA TABLE SIDE AND PHONE. CLOSED CHECKS AND CLEARED TABLES.
RESPONSIBLE FOR DAILY OPERATIONS TO INCLUDE OPENING OR CLOSING OF THE RESTAURANT.
TRAINED NEW EMPLOYEES ON HOW TO PROVIDE EXCELLENT SERVICE TO EACH CUSTOMER
Ditech Financial Irving, Texas
Collections & Customer Service Specialist 1/2016 – 11/2017
PROVIDED EXCELLENT CUSTOMER SERVICE MANAGING OVER 250 OUTBOUND AND INBOUND CALLS PER DAY, ALSO EXPLAINING IN DETAIL MORTGAGE LOAN INFORMATION TO BORROWERS INCLUDING ESCROW PAYMENTS, INSURANCE ADJUSTMENTS, AND MORTGAGE LOAN MODIFICATIONS IN JUNCTION WITH REPAYMENT PLANS.
EVALUATE AND HELP DETERMINE THE BORROWER’S ABILITY TO PAY, COLLECT APPROPRIATE FINANCIAL INFORMATION IN A COURTEOUS AND PROFESSIONAL MANNER, STRIVING FOR FIRST-CALL RESOLUTION.
NEGOTIATED PAYMENT ARRANGEMENTS WITH THE GOAL OF KEEPING CUSTOMERS IN THEIR HOMES AND COMPLETING MORTGAGE MODIFICATIONS WHEN NEEDED.
SUCCESSFULLY RESOLVED OVER 75% OF ASSIGNED ACCOUNTS THAT WERE DELINQUENT; GOAL WAS 70%.
PROVIDED TRAINING FOR ALL NEW EMPLOYEES AS WELL AS ASSISTED WITH TEAM MEMBERS THAT NEEDED HELP.
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Texas Maintenance Solutions Haltom City, Texas
Dispatcher and Project Coordinator 10/2014 – 12/2015
SCHEDULED AND DISPATCHED ELECTRICIANS, SERVICE VEHICLES, OR RENTAL EQUIPMENT TO APPROPRIATE LOCATIONS ACCORDING TO CUSTOMER REQUEST, SPECIFICATIONS, OR NEEDS.
SET UP JOB ACCOUNTS WITH MULTIPLE VENDORS FOR LARGE PROJECTS, ENSURED ALL MATERIAL WAS ORDERED AS NEED AND DELIVERED TO SHOP OR JOB SITE PER ELECTRICIANS’ REQUEST.
CREATED SERVICE ORDERS FOR REQUEST THAT WERE RECEIVED VIA EMAIL OR PHONE.
SCHEDULED FOLLOW-UP VISITS TO ENSURE JOBS WERE COMPLETED IN A TIMELY MANNER.
CONFER WITH CUSTOMERS OR MANAGEMENT TO ADDRESS QUESTIONS, PROBLEMS, AND REQUEST.
REVIEWED AND APPROVED ALL TECHNICIANS’ TIMECARDS BEFORE SUBMITTING FOR WEEKLY PAYROLL.
CHECKED COMPLETED WORK ORDERS TO ENSURE ALL NECESSARY DOCUMENTATIONS AND EXPENSES WERE ATTACHED BEFORE SUBMITTING FOR BILLING.
The Egg and I North Richland Hills, Texas
Hostess and Server 3/2014 – 10/2014
GREET CUSTOMERS AS THEY ENTER THE RESTAURANT.
PLACED ORDERS VIA TABLE SIDE AND PHONE. CLOSED CHECKS AND CLEARED TABLES.
RESPONSIBLE FOR DAILY OPERATIONS TO INCLUDE OPENING OR CLOSING OF THE RESTAURANT.
TRAINED NEW EMPLOYEES ON HOW TO PROVIDE EXCELLENT SERVICE TO EACH CUSTOMER.
Bonfire Capital Group (formerly LPS) Fort Worth, Texas
Collection/Impound/Insurance/Total loss specialist
2/2012 – 1/2014
PROVIDED EXCELLENT CUSTOMER SERVICE REGARDING LOAN INFORMATION VIA PHONE IN FAST PACE CALL CENTER ENVIRONMENT.
MADE OUTBOUND CALLS ON PAST DUE ACCOUNTS TO COLLECT AND BRING ACCOUNT CURRENT.
PREPARED NECESSARY DOCUMENTS FOR REPOSSESSION.
HANDLED ALL INSURANCE CLAIMS FROM START TO FINISH WHICH INCLUDED HAVING TO MAKE OUTBOUND OR RECEIVE INBOUND CALLS FROM CUSTOMERS AND INSURANCE COMPANIES.
HANDLED ALL DOCUMENTS FOR TOTAL COLLATERAL LOSS FOR PAYOUT FROM INSURANCE COMPANIES.
COLLECTED ON DEFICIENCY BALANCE ON TOTAL LOSS OR IMPOUNDED VEHICLES.
PREPARED ALL DOCUMENTS TO COLLECT COLLATERAL OUT OF IMPOUND LOTS.
Found-it Electronics (formerly CCN) Fort Worth, Texas
Customer Service Lead & Data Entry Specialist 11/2008 – 2/2012
HANDLED DAY TO DAY OPERATIONS OF RETAIL STORE INCLUDING OPENING AND CLOSING STORE.
PROVIDED SALES AND GUIDANCE FOR CUSTOMERS ON NEW PRODUCTS
PHOTOGRAPHED MERCHANDISE FOR ONLINE AUCTION SITE.
KEPT INVENTORY OF MERCHANDISE AS WELL AS RE-ORDERED PRODUCT AS NEEDED.
HANDLED THE TESTING AND PURCHASING OF ELECTRONICS FOR STORE FRONT.
MAINTENANCE AND COMPLETION OF ORDERS TO INCLUDE PACKAGING AND SHIPPING.
CUSTOMER SERVICE TO INCLUDE PHONE CALLS, PHONE SALE ORDERS, AND INSTORE PURCHASES.
ACCOMPLISHMENTS
EXCEEDED MONTHLY GOALS BETWEEN 116%-124% EVERY MONTH.
EXCEEDED QM EXPECTATIONS OF 98% OR HIGHER EVERY MONTH.
PERFORMED IN THE TOP 5 IN COMPANYWIDE CONTESTS.
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