Support Specialist Customer Service
Resume:
Andrea
Robinson
***************@*****.***
Summary of Profile
Enthusiastic and progressive thinking business professional with a sound knowledge and understanding of business theories and procedures. Reliable, trustworthy, ethical, and committed to a superior customer experience with an eye for detail. Creative, imaginative, resourceful, and task driven with the ability to multi-task efficiently.
Competencies
Excellent presentation, public speaking, written and verbal communication skills.
Ability to collaborate and work effectively with colleagues while being comfortable in a flexible and team-oriented environment.
Strong personal computer skills with experience in Windows-based software.
Knowledgeable in processes related to existing or potential homeowners who have shown interest in either refinancing or purchasing a home.
Ability to effectively review business requirements and locate resources for problem resolution and design best-option solutions.
Experienced project/timeline management with the ability to successfully manage multiple projects at once.
Self-starter with demonstrable initiative and strong leadership and practice development skills.
Education
High School Diploma / Atlanta Job Corps Center
Experience
JANUARY 2022 – CURRENT
Client Support Specialist / AmeriSave Mortgage Corporation
Using state of the art telephony, manages high volume of calls with existing or potential homeowners who have shown interest in either refinancing or purchasing a home.
Manages a high call volume, emails, and SMS (text) in order to enable our sales staff to maintain a full pipeline of prospects.
Identifies process and procedure enhancements and uses forward thinking to make recommendations to improve efficiency and quality; pre-screens potential borrowers by confirming basic information; establishes and maintains a friendly rapport with customers and overcomes objections by understanding their goals and interests.
Develops a working relationship to include periodic personal and frequent telephone contacts to monitor all areas of service; communicates resolution and monitors to ensure its success; facilitates working effectiveness of supporting business units; manages the delivery of service internally to achieve a high level of account satisfaction.
Transfers interested consumers to the Loan Officers; sets appointments with consumers for the Loan Officers; delivers exceptional customer service to potential and existing customers.
MARCH 2017 – MARCH 2019
Team Trainer / Taco Bell
Trained new employees in specific job requirements; demonstrated new products, procedures, and techniques to employees; maintained current knowledge of all facets of operations.
Cross-trained existing employees in order to maximize team performance; provided management with feedback regarding employee performance and training needs.
AUGUST 2016 – MARCH 2017
Cashier / Kroger
Assisted customers by answering questions and fulfilling requests; checked prices for customers and processed items sold by scanning barcodes; checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
Processed POS transactions, including checks, cash and credit purchases or refunds; reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies; logged reports, expenses, receipts, and sales documents into a digital database.
Volunteerism
Benevolence Ministry to the Homeless
SafeServ Certification
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