Customer Service Mortgage Processor
Resume:
Isaac Bonner
Euclid,Ohio
Astute and highly analytical professional with 20 years plus experience
**************@*****.***
Astute and highly analytical dedicated and motivated professional with 20 years plus experience in customer service, customer relations,banking, mortgage, finance and insurance, health insurance; in-depth knowledge of record collection billing and medical, 3rd party, B2B, client relations, mentoring and training; enthusiastic in securing a position that offers professional growth and advancement within the company. Passionate to apply knowledge and extensive research and analysis skills while strengthening operations and developing and improving client relations. Skilled in processing data efficiently in a multifaceted environment. Work Experience
Operations Trainer- Elite Brand Ambassador
VipDesk-Chanel - Alexandria VA(Remote)
October 2021- May 2022
● Assist Chanel’s customers with all aspects of customer service including the placement of orders, general customer service assistance and escalated issues across three lines of business
● Utilize a variety of resources and information to assist customers in a courteous and professional manner that supports Chanel’s brand standards and goal of providing world-class customer service to their customers
● Operations trainer /resource for Fragrance & Beauty, Watches & Fine Jewelry, and Fashion.
● Facilitate virtual sessions via Zoom, Nextiva Application and GOTOMeeting to train new hires on the role of Brand Ambassador
● Responsible for Monitoring and interpreting compliance and quality assurance
● Conduct investigations to locate fashion boutiques and demographics from various clients; facilitating white gloved appointments in Chanel locations wordwide
Operations Trainer
Litigation Management, Inc - Mayfield Heights, OH
March 2018 to October 2021
Trainer for quality assurance and system processes, perform administrative functions to assess new hire proficiency.
● Facilitate in person, office and virtual sessions via Zoom, Nextiva Application and GOTOMeeting to train new hires on the role of case coordinator, case reviewer, document management, litigation specialist and litigation managers on litigation specific guidelines, record request processes and procedures ensuring the training material and delivery meet and exceed client expectations.
● Conduct investigations to locate contact information and demographics for various providers and/or healthcare facilities
● Research and review litigation specific guidelines to remain in compliance with handling procedures • Monitoring and interpret compliance and quality assurance City Carrier Assistant
United States Postal Service
January 2018 to March 2018
Delivery packages and mail to businesses and people in towns, cities and rural areas. Set up a route and deliver mail. Placing packages and mail securely with a mailbox flap. Deliveries made by foot or via mail truck.
● Sort mail for delivery, arranging it in delivery sequence
● Maintain accurate records of delivery
● Meet schedules for collection and return of mail
● Answer customers questions about postal services and regulations Customer Service Representative
NYLIfe Insurance
July 2016 to June 2017
Established high quality customer service relationships using informational resources and technical knowledge.
● Handle High Volume of external inbound customers and sales agent inquires
● Transact routine financial and non financial activity on clients account with accuracy and expediency
● Record all conversations with clients and agents with details of inquiries or complaints and action steps that were taken to resolve
● Assist clients in filling of policy documents and contact whenever any error is discovered or correction required
● Analyzed any customer complaint and recommended solutions Customer Service Representative
McCarthy Burgess & Wolff -Commercial Collections
September 2015 to July 2016
Contact and maintain relationships with commercial accounts through telephone calls and if required with notices.
● Provide all updates for customers and manage all client portfolios
● Manage inbound customer service calls and ensure completion within time frame in compliance to all policies and procedures
● Manage communications for overdue accounts and investigate all customer complaints and resolve issues
● Manage customer payments, assist and collaborate with senior team and initiate debt write off and negotiating settlements, credit holds and write offs
● Streamlined collection process and recommending improvements to process to appeal to all payers CSR
CVS Caremark-Health
November 2013 to September 2015
Expertise include taking inbound calls and answering questions in regards to insurance, medication coverage in mail order prescription. Through skill and knowledge I offer solution to help simplify their Healthcare experience
● Assist clients with their pharmacy benefits plan
● Recommendations for medications made to clients based on insurance guidelines and patient need
● Use of CSR systems programs and applications in order to accurately advise and or recommend Physicians, clinics and hospitals as insurance allow based on eligibility and enrollment guidelines
● Advise clients on enrollment and eligibility
● Process client medication mail orders to ensure medication is received in a timely fashion at the correct dosage as prescribed by their physician
Jr. Mortgage Processor, Collector I, Collector II
Bank of America
June 2005 to October 2013
Expertise include customer service, customer relations, sales, exclusive or high profile accounts. ● Managed teams and worked as liaison between bank operations and title company. Executed and advised with processing, funding, and closing of loans maintaining a consistent and transparent workflow throughout the loan process.
● Instrumental in consulting with various business areas to ensure customer satisfaction and loyalty. ● Audited inventory of loans and approvals, categorized and charted portfolios and pipelines to ensure HUD, FANNIE MAE, MHA guidelines were never compromised and company objectives were met. Customer Satisfactory, Customer Service, Collector MBNA
October 2000 to June 2005
Managed various credit portfolios often exceeding billions in outstanding credit card loans, home finance and travel.
● Worked with and also managed teams to record setting results of mitigating loan loss while continuing to deliver impeccable service level
● Abide by FDCPA rules and regulations and obtain the company's overall desired results ● Gained experience and expertise from early 30 day through late 180 day stages of delinquency and collections including legal procedures Communication
Skilled at establishing and maintaining rapport as well as providing support to internal and external customers. Outstanding ability to express and interpret knowledge and ideas clearly, capable of exchanging information in a highly effective professional manner. Ability to sustain a high level of professionalism and integrity in dealing with a very wide range of clients and building long term relationships within the organization. Leadership
Phenomenal talent to supervise, direct and guide or show by example to help individuals through the completion and fulfillment of tasks and goals. Skilled with tracking performance and identifying areas of improvement when needed. Skills & Abilities
Strong ability to accurately determine needs, recommend creative solutions and alternatives to current situations. Cultivating long standing customer relationships
Attention to detail and capable to coordinate and provide broad consultative and administrative support Strong multitasking and prioritization skills in competitively challenging environments Effective and proficient with MS Word, MS Excel, MS PowerPoint. Mindflash and knowledge with Instructional design. Education
Euclid High School - Euclid, OH
Diploma
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