Customer Service Representative
Resume:
OLATUNBOSUN GBOLADE
************@*****.***
***** **** **** **. *** OK 73162
I am a highly focused and seasoned Customer Service Professional. I am passionate about customer satisfaction with a record of consistently exceeding organizational goals. I have working knowledge of information technology solutions, demonstrated managerial skills in handling claims and I am able to work on own initiative or part of a team. I have an exceptional mortgage program knowledge base with handling delinquent accounts and helping distressed customers to retain their home. I am able to handle multiple accounts simultaneously with full attention and accurate complete detail. I have over 20 years of experience, I am also a professional claims adjuster specializing in property and casualty loss and damages. I have the ability to negotiate peaceful resolutions on all claims with an emphasis on fairness and thoroughness. I am trustworthy, dependable and well versed in claims negotiations, documentation and claims management.
EXPERIENCE
July, 2018- October, 2021
ACCOUNT RESOLUTION SPECIALIST RUSHMORE
Duties include account modification plans for borrowers to assist them to bring their account by receiving payment. I advise customers of expiring rate locks and other time sensitive mortgage timetable factors. I also advise customers of government regulations, collections, understanding debt, and setting up payment plans. I reviewed documentation for accuracy and completeness. furnished product availability and policy change information to customers as needed. responsible for delinquency and loss mitigation resolution, design, and its administration with the borrower. assisted in resolving escalated claims.
November 20126- July 2018
ACCOUNT RESOLUTION REPRESENTATIVE TIER 2 CALIBER HOME LOANS
Duties include developing restructuring plans to assist clients in resolving delinquency and avoiding foreclosure. called customers and received calls from customers to work out payment arrangements. Performed thorough review of loan servicing history. Document conversations on the online collection system with past due borrowers and any party who may have interest in the property such as investors, PMI companies, realtors and tenants. Send requisite demand and acceleration letters in a timely manner. navigated and toggled amongst multiple computer programs to document accounts. I garnered expertise in company products, services, policies, and collection systems.
September 2015 – November 2016
RECOVERY SPECIALIST HERTZ CORPORATION
I recovered expense incurred for damages to Hertz rental vehicles for repairs done. I set up arrangements to make payments. I performed these duties in a professional and courteous manner until all demands were met.
August 2014- May 2015
RENTENTION REPRESENTATIVE COX COMMUNICATIONS
I was responsible for setting up the account based on the customer request. Answered billing questions and made changes to accounts. I offered discounts and incentive to customers to retain their account. I routed customers to correct departments and informed customers of new products and services offered.
January 2014 – April 2014
TEMPORARY CUSTOMER SERVICE ASSOCIATE AMERICAN CANCER SOCIETY
I received donations over the phone and processed payments. I organized rally events to raise funds and provided information as per causes, diagnosis, symptoms, and treatment of various kinds of cancer. I updated staff member's records in various divisions with the various issues concerning their employment, events and job benefits.
October 2010 – June 2013
CLAIMS ADJUSTER AAA INSURANCE
I reviewed and analyzed suspicious and potential fraudulent insurance claims. I evaluated all evidence with the ultimate goal of creating positive outcomes for our clients claims. successfully handled and managed glass claims. I successfully eliminated claimant premium and provider fraud. I followed up on fraudulent claims initiated by claims representatives. I established productive working relationship the public officials and law enforcement officers. I reviewed new files to determine current status of injury claims and to develop a plan of action. I answered questions posed by the insured and attorneys. I reported to management on customer problems, field conditions, safety issues, and policy problems. I documented all investigation activity and presented reports to management. I substantiated legitimate claims and denied unjustified claims. I evaluated insurance policies and analyzed damages to determine coverage.
September 2009 – September 2010
CUSTOMER SERVICE GLASS CLAIM REPRESENTATIVE SPHERION STAFFING
I evaluated all evidence with the ultimate goal of creating a positive outcome for our clients' claim. I answered questions posed by the insured and attorneys. I answered questions regarding deductibles. I reported to management on customer problems and field conditions
February 2002 – March 2009
SR. CONSULTANT/ CUSTOMER SERVICE REPRESENTATIVE AT&T CORPORATION
I effectively managed a high volume of inbound and outbound customer calls. I addressed and resolved customer product complaints empathetically and professionally. I gathered and verified all required customer information for tracking purposes. I defused volatile customer service situations calmly and courteously. I accurately documented, researched, and resolved customer service issues. I mastered customer service management systems and databases. I managed calls effectively and efficiently in a complex, fast paced and challenging call center environment. I managed high call volumes with tact and professionalism. I improved call center functionality and service capacity by resolving customer complains effectively and quickly. I met and exceeded service and quality standards every review period.
EDUCATION
MAY 1998
MASTERS OF LAW: INTERNATIONAL LAW AND DIPLOMACY University of Lagos
MAY 1997
MASTERS OF LAW: LLM University of Lagos
MAY 1990
NIGERIAN LAW SCHOOL LLB
MAY 1989
BACHELOR OF LAW Obafemi Awolowo University Ife-Ile-Ife
SKILLS
MORTGAGE LOAN PRODUCTION
KNOWLEDGE OF FAIR DEBT COLLECTION STANDARDS
WORD, AND LOAN PRODUCTION SOFTWARE
CUSTOMER SERVICE COMPLAINT RESOLUTION
ABILITY TO MULT-TASK AND PRIORITIZE ACTIVITIES
COMMUNICATION AND PROBLEM SOLVING
PERSONAL, CASUALTY, AND PROPERTY LOSS
GLASS CLAIMS
POLICY INVESTIGATION AND VALIDATION
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