Loan Counselor Customer Service
Resume:
L. LYNN
STJOHN
***************@*****.***
Phoenix, AZ 85008
SKILLS
Customer service excellence
Loan Counselor professional
Sales Expertise
International Sales Support
Payment processing
Money Handling abilities
Quality assurance
MS Office proficiency
Order fulfillment
Data entry
Computer proficient
Professional telephone
demeanor
Complaint resolution
Account management
PROFESSIONAL SUMMARY
Loan Counselor/CSR/Sales Rep bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills as well as self-starting abilities. Enhances customer experiences by employing service-oriented behaviors, understanding customer needs and providing customized solutions to build loyalty. Driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues. Professional Customer Specialist motivated to provide highest quality customer
experience. Strong administrative and organizational and time-management skills.
WORK HISTORY
Cenlar FSB - Loan Counselor
TEMPE, AZ 07/2019 – 06/2020
Achieved top QA score for the entire month of Dec
2019 and Jan 2020, averaging 96.4% -98.7%
Chosen as the TOP "True Blue" employee for
exemplifying Cenlar's mission of top standard customer service, one-call resolution, empathy, Average call handling, after call work and detail-oriented resolution Handled customer complaints with relative ease by
conducting research, listening carefully and taking appropriate action.
Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations.
Increased customer satisfaction by resolving issues, providing alternate sources of income to help them get back on track bringing their mortgage payments current. EDUCATION
Glendale Community College
Glendale, AZ
9/1992 – 6/1994
Psych/Business Administration
Grainger - Customer Care Specialist
Tempe, AZ 10/2016 – 05/2019
Coordinated timely responses to online customer
communication and researched complex issues
Helped 50-80 customers everyday by approaching
conversations with positive attitude and first call resolution
Achieved 100% quality goal by carefully applying scripts and personal knowledge to address and correct problems Conferred with customers about concerns with products or services to resolve problems and drive sales
Built long-term, loyal customer relations by providing top- notch service and detailed order, account and service information
Answered average of 50-60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Infosys For APS - Customer Service Support Specialist Phoenix, AZ 02/2016 - 09/2016
Accomplished recognition as one of the top three reps for AHT, ACW, call hold times, and first call resolution Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and
services and creating welcoming, positive experiences Resolved power outage and payment issues over phone with 50-60 customers daily
Recorded actions taken, issues resolved and outage information to effectively manage customer accounts Concentrix - Sales/Registration Representative
Tempe, AZ 12/2013 - 01/2016
Proved to be the #1 salesperson for the entire tenure that I was employed at Concentrix
Asked questions in better detail for interviewees to allow truthful answers
Handled 70-80 calls per day to address customer inquiries and concerns
.
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