Call Center Customer Service
Resume:
SHAMARRA MACK
Lawrenceville, Ga *****
*****.****@*****.***
I am a professional with 19 years of experience. From a call center supervisor, collections specialist, office coordinator, loan manager, to an office manager and human resource specialist. My most recent positions will be listed for your observation and ideal. I am seeking to join a corporation who believes not only in accuracy, but the importance of excellent customer service which is not limited only to their clients, but also their employees. To understand a smile in the voice that can be seen miles away is most fulfilling. Understanding our tone and work ethic sets the culture of a company. We are the company, We are the brand. Work Experience
Mortgage Loan Collector /CSR
CCO Resource / Loan Care - Atlanta, GA
April 2020-current
Document all incoming and outgoing collection efforts to maintain compliance with established standards Keeping information such as phone numbers and mailing addresses up to date, and making sure that all correspondence is properly recorded for future case reviews
Contact customers to negotiate payment arrangements and help them avoid late payments and foreclosures Follow the Fair Debt Collections Practices Act (FDCPA) and company policies when negotiating with customers. This includes working in accordance with privacy laws and legal requirements regarding mortgage contracts CSR /Supervisor
Pull -A- Part Corporate Office - Doraville, GA
August 2017 to February 2020
Field incoming calls to insure answers in a timely manner throughout the shift. Generate leads for potential clients for a nationwide organization, by screening and monitoring calls and identifying potential sales opportunities. Collaborate with call center team members, dispatch team members, and other departments to ensure overall customer and product satisfaction.
Meet or exceed call quotas both personally and as a team unit. Provide sufficient answers and solutions to agents and customer queries. Handle customer complaints respectfully and professionally. Office Manager
Liberty Tax Corporation - Albany, GA
November 2014 to July 2017
Manage the daily operations of staff.
Oversaw the delivery of tax services to clients.
Handled equipment maintenance, mailing, supplies and errands Organized team meetings and client appointments
Overview and supervise the process of the prepared taxes Approved and Submit returns
Partnered with corporate
HR to maintain office policies
Performed hr duties within the company
Conduct payroll for all employees
Print in office checks for clients
Disciplinary coaching and termination
Managed relationships with vendors, service providers and landlords; ensured that all were invoiced and paid on time Resolved client issues timely and with empathy.
IRS-certified tax professional.
Education
Associate in Science Degree in Business Administration Darton College - Albany, GA
August 2003 to November 2005
Two-year program that introduces you to the core business administration theories, ethics, and legal issues needed to succeed in entry-level HR positions. With the curriculum equivalent to the first two years of a bachelor's degree and the core knowledge to specialize in personnel and human resources roles involving recruitment, hiring, benefits, and training and development. Assessments
Call center customer service — Proficient
January 2021
Applying customer service skills in a call center setting Full results: Proficient
Administrative support professional fit — Expert
December 2020
Measures the traits that are important for successful administrative support professionals Full results: Expert
Office manager — Proficient
February 2021
Scheduling and budgeting
Full results: Proficient
Recruiting — Proficient
November 2021
Managing the candidate sourcing and selection process Full results: Proficient
Work motivation — Proficient
November 2021
Level of motivation and discipline applied toward work Full results: Proficient
Recruiting — Proficient
November 2021
Managing the candidate sourcing and selection process Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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