Sign in

Customer Service

Tustin, CA
December 28, 2020

Contact this candidate


Jennifer A. Shearer

**** *. ****** **** ****

909-***-**** cell 909-***-**** home


To obtain a position utilizing my exceptional knowledge, analytical and interpersonal skills.

Work Experience

Freedom Mortgage - (May 2018 - Current)

Initiates and maintains contact with customers throughout the processing period, assisting them with any questions and notifying them of any additional information needed.

Verify loan documents including income, assets, credit, appraisal and title insurance.

Verifying application for final submission to underwriting.

Input proper loan information into the system for processing.

Responsible for ensuring that all loan documentation is complete accurate verified and complies with company policy.

Satisfies conditions and ensures documentation meets requirements.

Monitors loans in process to determine any deviation from standard processing time and to take appropriate actions including notifying the manager for alternatives to ensure timely service.

Sets and maintains proper expectations to all parties.

Performs final review of the completed application packages and prepares the file for approval, specifying any applicable conditions to the approval.

Notifies the customer of the underwriting decision.

Researches problems and files documents as required.

Home Healthcare Provider- Private Residential Patients (November 2008- Current)

Home Health Provider and Caretaker

Scheduling of doctor’s appointments.

Monitor, administration and renewal of prescription medications.

Personal transportation to and from medical appointments and other errands as needed.

Responsible for household duties such as grocery shopping, cooking, cleaning.

Bill pay and tracking of monthly costs and ad-hoc expenses.

Wells Fargo – (June 2015 – Feb 2018)

Loan Servicing Specialist 3

Responsible for reviewing, researching, processing, and responding to basic to moderate written and phone inquiries from customers, title companies, vendors, and internal personnel pertaining to loans and various areas within loan servicing.

Payment and invoice research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection.

Researching and analyzing problem and recommending solutions.

Conducting periodic audits of files.

Input data and process information into the system of record.

May perform procedures related to advances and pay downs, funds wiring and disbursement process, and processing of payment requests.

Aerotek Staffing –Prescription Solutions (November 2011- February 2012)

Service Representative

Direct customer contact via telephone.

Establishing new customer accounts through Medi-Care.

One on one interaction with pharmacist assisting in escalated telephone calls.

Accounting, handling 50+ calls per day, working to support team goals.

Submitting claims for Medi-Care recipients.

Submitting mail order requests for prescription medication on daily basis.

Southern California Edison (2003 -November 2008)

Customer Solutions Representative 1(CSR1)

11 years of in-depth technical and analytical knowledge of customer services, billing, payment processing, bookkeeping, rate analysis, energy services and conservation knowledge, SCE tariffs and credit issues to resolve customer inquiries.

Thorough knowledge of Commercial /Industrial rates, rules, and tariffs as implemented by Public Utility Communication.

Strong knowledge of Direct Access, assisting on Direct Access gate with incoming and outbound calls.

Assisted in taking messages and performing back up operator duties for all incoming Korean calls.

Assisted in taking 100+ calls per business day, working overtime as needed to support my team and company.

Expertise and expanded working knowledge in CSS, CWO, CIS, Lotus Notes, and MPA workstation.

Extensive interpersonal skills for building relationships with both internal and external. clients/customers.

Extensive knowledge of utility company and CSBU department policies, procedures, rules, rates, and tariffs.

Ability to communicate with senior management regarding program needs, expectations and requirements.

Hands on one-on-one training in assisting Customer Specialists and CSR1’s.

Daily public contact requiring direct handling.

Functions well in cooperative team situations, and enjoy working in a team environment.

Highly capable of ensuring co-workers learn accurately and efficiently.

Advanced customer service negotiation skills.

Outstanding organization and time management ability.

Proven ability to effectively train other team members.

Strong communication skills with all levels of trainees.

Maintain professional demeanor under stress

Strong problem solving skills.

Ability to multi-task and self-manage.

Recipient of multiple Customer Hero Awards**

Recipient of numerous 100% Monitoring Awards**

Southern California Edison (1999-2003)

Billing Inquiry Specialist

Real time personal contact with customers resolving billing concerns.

Created interactive and efficient solutions between customers and Southern California Edison,

Coordinated field activities with multiple organizations within the Customer Service Business Unit.

Provided live resolution to phone representatives for billing questions.

Use of technical information and complex formulas to resolve customer inquiries.

Performed root cause analysis for increase and decrease of customer’s usage.

Explained to customers, the cost/kw consumption of various appliances and equipment.

Offered conservation tips, rate information and helpful programs to best fit the customer’s needs.

Ensured compliance of Southern California Edison’s rules, rates, and regulatory mandates.

Performed rebilling of customer’s accounts.

Directly responsible for 20% of the Customer Communication Organization’s Customer Satisfaction Scores.

Explained to customers, the new tiered rates and the impact it may cause in current billing compared to previous year’s billings.

Explained to customers, baseline allocations and how it is determined.

Supported the Customer Communication’s Organization by taking incoming calls when needed.

Performed issuing and completion of meter tests while giving results to customers.

Scheduled field appointments for customers to directly interact with a field representative to understand electricity consumption and conservation tips.

Daily interaction with BPO, FSO, Supervisors and the Meter Test department.

Explained to customers how to read and time their electrical meters.

Utilized time-management to prioritize, organize and make critical decisions to benefit the customer and the company with minimal supervision.

Trainer/Facilitator for ongoing Billing Inquiry seminars.

Included in focus group to re-format Billing Inquiry monitoring forms.

Expertise at interaction with diverse backgrounds and customer’s needs throughout Southern California territory.

Southern California Edison (1997-1999)

Customer Specialist (CUS1)

Provided resolution while focusing on excellent customer service to 100+ calls per day, while supporting the call center and call volume

Exception handling of requests received for new service, turn off of service, transferring of service, trouble orders, credit calls, deposits, service disconnections, LUA accounts, explaining rates, and offering programs to benefit customer needs.

Assisted supervisors with escalated calls.

Worked on CARE gate with incoming calls.

Provided assistance to new hires after they have completed training.

Resolved client issues within first call, following up the results and contacting customer when needed,


Clerical: Keyboard 50 wpm; 10 key, Energy Audit, Tiered Rates, General Office Equipment.

Software Skills: CIS, CSS, CWO/CTI, Exchange, FSR End Use, ASW Engineering/Conservation, Direct Access, CARE, WINDOWS 2010, Word, Excel, Power Point, Access, Lotus Notes.

Personal Skills: Excellent written, communication, organizational and interpersonal skills.


Citrus College Azusa- (1991-1993)

General Education

Claremont High School – Graduated 1991

available upon request.

Contact this candidate