Service Representative Customer

Caroline Jaila Epse Fabisin

**** ******* ***** *** *** 1608

Arlington, Tx, 76011

Tel: +1-682-***-****

*******@*****.***

PROFESSIONAL SUMMARY

Experienced and knowledgeable Administrative/Clerical customer service/call center professional with 7+ years’ experience and experience in Information Technology seeking to contribute my training and acquired skills within an I.T entry role.

Authorized to work in the US for any employer.

MAJOR SKILLS

Strong problem-solving ability/language critical thinking

Positive driven, focused and Service Oriented.

Computer Networking and Support

Proofreading and Editing

Problem shooting

Strong organizational skills

Active listening skills/details oriented

Seasoned in conflict resolution

Courteous demeanor

Energetic /dedicated team worker

Punctual and leadership

Experience

U.S. Bank Irvine, Texas: December 2021- May 2022

Administrative /Clerical / IT Customer Service Representative Mortgage Banking Servicing

Performed Tier 1 day to day technical support in Microsoft Server and workstation environment.

Assisted customers with co-browsing and setting up online accounts.

Received calls with use of Software programs: Amazon and Acqueon.

Documented loan history, responded to customers, investors, vendors, and authorized 3rd parties inquires, as well as researched and resolved inquiries.

Analyzed requests per policy and procedures to ensure proper action and maintained routine transaction per customer.

Communicated by Microsoft Outlook and Teams.

Provided excellent customer service and other liquidation options.

Used of Microsoft and Word programs.

Collected payments and set up repayment plans.

Answered approximately 75+ incoming customer calls per day.

Provided customers with information requested through verbal or written correspondence and maintained accurate records (i.e., balance statements, documents copies, and account history).

Directed calls or correspondence to proper departments in event where information is not available or required research.

Took mortgage payments over the phone, respond to inquiries regarding hazard and flood insurance issues and disbursements, respond to inquiries regarding tax issues and disbursements.

Reviewed and explained escrow disclosure statements (i.e., account shortages and overages).

Discussed and responded to inquiries regarding loan types and terms (i.e., VA, FHA, Conventional, ARM).

Maintain and process request for addition/changes/deletion of customer names from account record by ensuring that proper documentation is received, and investor guidelines are met.

Responded to the needs of customers who are not satisfied with assistance provided by Customer Service Representative.

Sent mortgage related Correspondent letters and billing statements to customer upon request.

Communicated with mortgage customers and resolve inquiries via phone, email, and fax.

Waived insurance and taxes on escrow accounts.

Assisted customers with refinance inquiries.

Provided administrative/clerical tasks as assigned.

Provided It help desk support issues.

IAC – Arlington, Jan 2020 – November 2021

IT Customer Service representative

Answered calls, took down messages, and transferred calls to appropriate individuals.

Solved problems, answered questions, and resolved concerns presented by our customers.

Processed customer transactions and provided delivery status.

Service Standards: Exceeded Expectations, Delivered Value and Developed relationships.

Performed other job-related duties as assigned.

Tactfully negotiated and appeased customers using a variety of established methods.

Educated, informed, and shared knowledge with customers and other associates.

Amazon Delivery Services: Feb 2018 – Jan 2020

Customer Service Associate

Abrogated orders and shipments for customers, as well as availed them locate packages.

Managed Inventory and prepping orders for deployment including returns.

Provided excellent customer service through active listening on every interaction.

Configured and maintained desktop and laptop PCs and peripherals.

Superseded or restored accounts for lost or misplaced packages.

Provided customer guidance on amazon.com.

Provided back-up assistance on calls as needed.

Provided Break-fixing and troubleshooting as needed.

Utilized articles and internal implements to solve each customers’ issue in a timely manner.

Followed up and made scheduled callbacks to customers where necessary.

MTN Cameroon, Yaoundé Jun 2015 – Jan 2018

Customer Service Associate

Adhered to established procedures and guidelines while providing quality customer service to meet/exceed department standards.

Utilized all tools to properly support, action and documented all related questions and needs.

Multi-tasked across several computer programs to respond to customer inquiries.

Consistently adhered to Scheduling and Attendance policies.

Tactfully negotiated and appeased customers using a variety of methods established by MTN.

Educational background

Bachelor’s degree in English modern letters; University of Yaoundé, 1 Cameroon - 06/1992 - 09/1995

Certificate in Editing and Proofreading: Poynter/Acer Institute, U.S.A – June 2019

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