Customer Service Team Leader
Resume:
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Amber L. Roberts
OBJECTIVE
Maryville College graduate with record of success looking to transition from finance industry to a new field.
mailto:**********@*****.***
EXPERIENCE
21st MORTGAGE CORPORATION Knoxville, TN
Document Control Manager Customer Service Department
April 2018 - Present
Direct multiple teams (totaling 25-35 FT, PT and temp employees) in reception, imaging, mail room and file room duties
Mentor outstanding employees with intention of aiding and preparing them in advancing long-term within department/company while coaching underperforming team members to improve production
Develop and complete daily, monthly and annual reports/audits for imaging and reception and interpret data to explore process change
Ensure efficiency, accuracy and compliance with both company policy and federal regulations in physical/electronic imaging, file organization, mail sorting/delivery processes and the handling of incoming calls
Lead meetings and design/administer quizzes on pertinent material to each team on as-needed basis
Work with HR in contacting potential applicants, performing in-person interviews and completing new hire orientation and training
Delegate and supervise multiple projects for each team on an ongoing basis
Customer Service Representative Customer Service Department
March 2016-April 2018
Ensured protection of collateral during insurance claims by sending checks in disbursements and coordinating with customers and contractors for proof of completion
Prepared documents for loan assumptions and coordinated with titling and lending departments to book new loan
Completed state-specific lien release documents for customers after loan payoff and for dealers during home buyback process
Financial Counselor Servicing Department
January 2015-April 2016
Managed account base of $15 million in manufactured home loans with goal of preventing repossessions in chattel accounts and foreclosures in land accounts
Generated contact via calls, texts, emails and letters to customers to establish payment arrangements
Audited new loans to verify contact and employment information
4719 Wheeler Rd, Apt. D
Louisville, TN 37777
SKILLS
Team Building
Project Management
Customer Service
Multiple-Line Communication
Sierra ILS
Microsoft Office Suite
Adobe Acrobat
Data Entry
HONORS AND AWARDS
2017
21st Mortgage Highest Assumption Audit
2014
Alpha Gamma Sigma Honor Society
ALANA Diversity Award
2013
Charlotta Cook Hensley Memorial Award
Sigma Tau Delta English Honor Society
ALANA Diversity Award
2012
Omicron Delta Kappa Leadership Society
ALANA Diversity Award
MARYVILLE COLLEGE Maryville, TN
Student Library Assistant Lamar Memorial Library
2012-2014
Taught first-time visitors how to browse the library catalog by using the OPAC (Online Public Access Catalog)
Communications Assistant Office of Communications
Wrote and distributed press releases and feature stories about students, professors, alumni of Maryville College for online and print publication
SEWANEE: UNIVERSITY OF THE SOUTH Sewanee, TN
Student Library Assistant - Periodicals Jessie Ball DuPont Memorial Library
2011-2012
Labeled newly acquired periodicals, entered into online database and shelved
Cleaned and organized current periodicals and archived older ones
Assisted students in locating resources in the periodicals room
EDUCATION
B.A. Literature in English
Maryville College
Maryville, TN / 2014
High School Diploma
Berean Christian High School Knoxville, TN / 2011
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