20 years exp call center data entry customer experience
Resume:
Leticia Hamilton Williams
Customer success Specialist, Customer Service Representative, Customer Advocate, Client Representative, Dispatcher, Genneral Office duties, Clericle/ administrative Banking Financial Assistance
Hayward, CA 94544
******************@*****.***
• A professional dedicated to providing stellar customer experiences and administrative duties in a call center. and or office environment. I have great communication, listening and understanding skills which have allows me to master ways to ensue every customers expected needs always going above clients expectations. I am able to multitask while navigating dual systems and softwares following all companies policy and procedures. Handles heavily inbound calls and in a fast paced environment and Ali works works well under pressure. I able to descalate demanding customers while re professional and calm at all times.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Success Specialist 3
Wells Fargo - Concord, CA
October 2018 to June 2021
Received calls from consumer providing stellar service throughout end of call. Assisted with problems solving issues and concerns in a timely manner. Submitted and updated customer contact information via electronic file using company software que Competing all administrative duties with data entry, mailing bank statements, emails, fax and following up with clients when needed. Acted as team engagement representative allowing me to show my leadership skills keeping teams focused and engaged with competitive games and activities, I came up with to make the day more exciting. Tested new pilot roll outs for our system allowing me to be a part of the team that makes sure things are running correctly and smoothly when presented to my colleagues making sure computer systems are always running smoothly. Customer Success Specialist 2
Wells Fargo - Concord, CA
July 2015 to October 2018
Assistance with Consumer clients regarding personal accounts and new online account enrollment and registration. Providing excellent support provided resolutions and solutions best for. Customer reason for call. Documentation review,Processed and resolved transaction claims/dispute in a timely manner. . I’m overcoming in sales, service and compliance. Assisting in handling escalation and retention calls. . Able to manage high call volumes in fast paced call center environment. Able to accurately and concisely communicate in a positive, professional manner to both Internal and external customers. Able to resolve and manage complex and challenging customers inquiries while working sis team or individually. Helped with peer to peer coaching .Trained new hires as needed.. Following all policies and procedures. Paying attention to detail self effective self Directed .Using my communication and time management skills allowed me to stay organized
Customer Service Representative
US Merchant Systems - Fremont, CA
April 2012 to May 2015
Welcome visitors by greeting them, in person or on the telephone; answering or referring inquiries. Direct visitors by maintaining employee and department directories; give instructions. Maintain security by following procedures; monitoring logbook; issuing visitor badges. Uphold telecommunications system by following manufacturer's instructions for house phone and console operation. Ensure that reception area is always immaculate as well as safe. Sustain continuity among work teams by documenting and communicating actions, irregularities, and continuing needs. Also contributes and assists with tasks as they become available.
Mortgage Loan Funder
GreenPoint Mortgage - Novato, CA
September 2002 to November 2006
Working with assigned Mortgage Brokers and Title or Escrow companies with requesting and receiving all documents for review . Reached out to customer as needed updated loan documents needing to be revised. Contact all creditors to request cured reports.Set appointment for home appraisal and preparation for underwriting review. Submitted all information in database to start approval of home loan. Totaling all fees and before closing loans. Crest file and request for payout check prepping for mailing. After funding mail call closed loan for the month to be shipped to warehouse.Ali’s conducted administrative duties as needed
Loan Processor
Irwin Home Equity - San Ramon, CA
September 1998 to May 2002
Assist Brokers with requesting receiving and review of all competed documents. Prepared and stacked all documents for file for underwriting review.Handle all incoming calls from clients while maintaining administrative duties as needed.
Education
High school diploma in General Studies
Oakland High School - Oakland, CA
September 1990 to July 1994
Skills
• verbal and interpersonal communication skills. Ability to handle confidential information confidently and professionally. Microsoft word (10+ years)
• processing (8 years)
• Authentication (10+ years)
• Operating Systems (10+ years)
• Documentation Review (10+ years)
• conflict management. Loan Funding (8 years)
• outlook (10+ years)
• Front desk (6 years)
• Phone etiquette (10+ years)
• Data entry (10+ years)
• Customer service (10+ years)
• Financial services (10+ years)
• Microsoft Outlook (10+ years)
• Communication skills (10+ years)
• Administrative experience
• Microsoft Word (10+ years)
• Customer support (10+ years)
• Microsoft Access
• Sales (10+ years)
• Microsoft Office (5 years)
• Clerical experience (10+ years)
• Leadership (10+ years)
• Risk Management (3 years)
• Windows (10+ years)
Languages
• English - Expert
Assessments
Sales skills — Familiar
January 2022
Influencing and negotiating with customers
Full results: Familiar
Social media — Completed
January 2022
Knowledge of popular social media platforms, features, and functions Full results: Completed
Written communication — Completed
March 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Completed
Administrative assistant/receptionist — Completed
December 2021
Using basic scheduling and organizational skills in an office setting Full results: Completed
Work style: Conscientiousness — Completed
July 2019
Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
Full results: Completed
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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