Customer Assistant
Resume:
Sandra Elliott
**** *** ****, ***** ********, GA 30088
http://www.linkedin.com/in/sandra-elliott-2653ab58/
Summary
Experienced Customer Service Representative. Versatile, reliable and efficient with 7+ years’ experience working efficiently in a complex, fast paced and challenging call center environment. Exposure in Banking and Insurance procedures.
•Retrieve information quickly and efficiently • Time Management Skills
•Attention to Details • Ability to Adapt Well to Change
•Goal Oriented Focus • Data Entry
Sr. Customer Service Specialist 2010 to 2018
Assurant - Duluth, Georgia
•Manage customer calls effectively and efficiently in a fast-paced and challenging call center environment
•Balance multiple tasks including call handling, loan level review and call documentation with required metrics
•Gather and track information and troubleshoot customer inquiries and problems
•Contribute ideas and offer constructive feedback at weekly call flow suggestion and training meetings
•Resolve escalated calls and offer workable solutions for customers’ complaints
•Build and maintain effective internal working relationships and support teamwork in meeting company goal
•Research loan level inquiries as it relates to inbound/outbound call activity
•Participate in special projects, assume new responsibilities, and adjust priorities as requested
•Communicate status updates, escalate issues and opportunities to meet the needs of clients and customers
•Train new staff members on hazard insurance, mortgage banking, and property loss draft procedures
•Validate check endorsements for loss draft claims
•Review accounts to ensure requirements are met for property inspection
Student Coordinator 2009-2010
DeVry University - Alpharetta, Georgia
•Educated students with transcript status, audit required credits needed for degree and assist to make class changes to schedule. Screened all students and directed theme to the correct employee or office
•Compiled company information and related materials and distributed it to students
•Issued student Ids and assist with registration procedures
•Answered and managed incoming and outgoing calls while recording accurate messages
Senior Sales Assistant 2000-2009
Beneficial Finance - Stockbridge, Georgia
•Reviewed and audited loans to ensure accuracy
•Reconciled and processed loans for internal and external customers
•Trained new associates in loan procedures and lending regulations
•Adhere to all federal and state compliance guidelines relative to retail mortgage lending
•Supplied sales and marketing support to a sales team of 6 account executives
•Developed and maintained an internal client filing system
•Audited and documented all processes and procedures for the account executives
•Pulled daily auditing branch reports
•Prepared and deposited customer’s payments including cash, checks and money orders
Sandra Elliott
Experienced Continued
Collector 1997-2000
HSBC/Household Retail Services - Chesapeake, Virginia
•Effectively managed a high-volume of inbound and outbound customer calls
•Addressed and resolved customer complaints empathetically and professionally
•Gathered and verified all required customer information for tracking purposes
•Defused volatile customer situations calmly and courteously
•Referred unresolved customer grievances to designated department for further investigation
•Mentored new collectors in procedures and policies and received escalated calls from other team mates
DeVry University – Bachelor of Science in Technical Management
Tidewater Technical College - Micro Technology Specialist - Diploma
Evander Childs High School-Diploma
Community Services
Habitat for Humanity,
Painted homes for elderly, planted trees in community areas, assisted with building homes for needy families.
United Way
Arranged events for employee carnival, assisted with the distribution of prizes, made displays for games and events.
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