Customer Service Representative
Resume:
Work History
Financial
Administration
Kecia
Green
Personal Info
Address
Macon, GA, 31206
Phone
************@*****.***
Skills
Practiced at FHA loan
process
Excellent
Proficient in 10-key
Excellent
Financial transactions
expertise
Excellent
Experian Transact SM
Excellent
Financial analysis aptitude
Excellent
Deep knowledge of
bankruptcy processes
Excellent
Superior organization skills
Excellent
Client presentations
Experienced Loan Officer with over nineteen years of experience in banking. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Personal Loan Specialist
One Main Financial, Macon, GA
Compiled database of loan applicants' credit
histories, corporate financial statements and other financial information.
Assisted senior-level credit officers with complex loan applications.
Reviewed and edited loan agreements to promote
efficiency and accuracy.
Recommended loan approvals and denials based
on customer loan application reviews.
Originated, reviewed, processed, closed and
administered customer loan proposals.
Negotiated agreements between employees to
clarify misunderstood directions and resolve conflicts affecting performance.
Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
Devoted special emphasis to punctuality and
worked to maintain outstanding attendance record,
consistently arriving to work ready to start
immediately.
2014-11 -
Current
Branch Manager
Title Credit Finance, Macon, GA
Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol and
payroll operations.
Evaluated loan applications against outline
specifications to approve, reject or recommend
adjustments files.
Recommended loan approvals and denials based
2012-08 -
2014-08
Excellent
Budgeting
Excellent
Strategy development
Excellent
Greeting and seating guests
Excellent
Referral generation
Excellent
Interviewing
Excellent
Appointment setting
Excellent
Event planning and
execution
Excellent
Performance assessments
Excellent
Vehicle operation
Excellent
Document interpretation
Excellent
Performance analysis
Excellent
Hiring and training
Excellent
Supervision
Excellent
Risk management
Excellent
Quality processes
Excellent
Goal development
on customer loan application reviews.
Submitted loan applications to loan underwriter for verification and recommendation.
Consulted with representatives of regulatory
agencies to complete accurate filings and uphold
strict compliance.
Assessed budget plans and present costs to forecast trends and recommend changes.
Maintained confidentiality of bank records and
client information to prevent mishandling of data
and potential breaches.
Assessed employee performance and developed
improvement plans.
Reviewed and edited loan agreements to promote
efficiency and accuracy.
Boosted branch sales by developing and deepening
customer loyalty through incentive programs.
Protected company assets with strategic risk
management approaches.
Engaged employees in business processes with
positive motivational techniques.
Identified and capitalized on community business
opportunities with effective networking.
Uncovered and resolved strategic and tactical
issues impacting sales management and business
operations.
Held sales coaching sessions.
Developed and maintained relationships with local
real estate agents.
Gathered and reviewed customer feedback to
improve operations.
Generated dramatic improvements across entire
sales cycle, including prospecting, conversion and contract negotiation.
Wrote reports detailing branch activities.
Complied with regulatory requirements including
Bank Secrecy Act, Anti Money Laundering, OFAC,
USA Patriot Act, Privacy Act and Community
Reinvestment Act.
Compiled database of loan applicants' credit
histories, corporate financial statements and other financial information.
Excellent
Closing techniques
Excellent
Behavior improvements
Excellent
Project management
Excellent
Maintained current loan and pricing information on the online banking website.
Created reports on deteriorating trends and fiscal year end losses.
Maintained friendly and professional customer
interactions.
Developed and delivered polished sales
presentations in order to highlight product and
service quality.
Originated, reviewed, processed, closed and
administered customer loan proposals.
Received superior customer service satisfaction
scores for 8 consecutive quarters.
Customer Service Representative
Sunbelt Credit, Macon, GA
Delivered exceptional customer service to every
customer by leveraging extensive knowledge of
products and services and creating welcoming,
positive experiences.
Promoted superior experience by addressing
customer concerns, demonstrating empathy and
resolving problems swiftly.
Improved sales abilities and product knowledge on
continuous basis to provide optimal service and
achieve quotas.
Responded to customer requests, offering excellent support and tailored recommendations to address
needs.
Provided excellent customer care by responding to
requests, assisting with product selection and
handling ordering functions.
Managed timely and effective replacement of
damaged or missing products.
Collaborated with staff members to enhance
customer service experience and exceed team
goals through effective client satisfaction rates. Implemented and developed customer service
training processes.
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Directed incoming calls to internal personnel and
2011-06 -
2012-07
departments, routing to best-qualified entity to
respond to callers' needs.
Liaised with sales, marketing and management
teams to develop solutions and accomplish shared
objectives.
Bolstered customer retention by creating and
offering unique discount options and inspiring
interest in new product lines.
Cross-trained and backed up other customer service managers.
Educated customers about billing, payment
processing and support policies and procedures.
Monitored cash drawers in multiple checkout
stations to ensure adequate cash supply.
Investigated and resolved customer inquiries and
complaints quickly.
Met all customer call guidelines including service levels, handle time and productivity.
Maintained accurate and current customer account
data with manual forms processing and digital
information updates.
Communicated accurate information about
promotions, customer programs and products,
providing exceptional customer service and driving retention.
Store Manager
TitleMax, Macon, GA
Applied performance data to evaluate and improve
operations, target to current business conditions and forecast needs.
Delivered positive results by controlling monthly
operations budget and limiting financial
discrepancies.
Created work schedules according to sales volume
and number of employees.
Managed, hired and developed top talent to
strengthen workflow and productivity.
Executed proof of concept strategic initiatives for future goals, including digital signage and guided selling plans.
Partnered with store director to interview, hire, train 2005-03 -
2011-05
and develop department managers and team
members to build and sustain high in-store
performance.
Minimized on-site cash with frequent deposits and
high accuracy in predicting operations.
Responded to customer concerns with friendly and
knowledgeable service and remedied issues
promptly and effectively.
Protected store from loss or theft by setting and
enforcing clear security policies.
Reported to district manager regarding all store and staff issues, financial goals and sales.
Promoted team collaboration, performance and
efficiency by fostering healthy environments focused on mutual success.
Customer Service Representative
Bibb Finance & Company, Macon, GA
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Answered constant flow of customer calls with up to hundreds of calls in queue per minute.
Answered customer telephone calls promptly and in
appropriate manner.
Maintained customer happiness with forward-
thinking strategies focused on addressing customer needs and resolving concerns.
Consulted with outside parties to resolve
discrepancies and create effective solutions.
2003-05 -
2005-03
Quality Control/File Clerk
Georgia Farm Bureau Federation, Macon, GA
Followed up with staff and customers by phone and
email regarding missing or needed information and
compiled retrieved information into files.
Created reports, correspondence and spreadsheets
with Microsoft Office programs.
Adhered to all related company policies and
government regulations regarding data oversight
and confidentiality to promote overall information security.
Tracked incoming and outgoing files and materials
2000-01 -
2003-05
Education
and maintained accurate records for potential
discrepancies.
Responded to internal and external requests for
information.
Maintained physical and computer-based filing
systems.
Examined, categorized and sorted incoming
documents.
Upheld confidentiality of all information to avoid potential data breaches and client lawsuits.
Supported efficient meetings by organizing spaces
and materials, documenting discussions and
distributing meeting notes.
Performed general office duties, including answering multi-line phones, routing telephone calls or
messages to appropriate staff and greeting visitors. High School Diploma
Southeast High School - Macon, GA
1993-08 -
1996-06
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