Call Center Service Representative
Resume:
Keisha Gaines
Shelbyville, TN *****
*******@******.***
Seasoned Financial Services Professional with more than 20 years of experience in a fast paced work environment. Excellent problem solving and decision making skills. Track record of achieving exceptional results in loan processing and Advisory Brokerage support to Financial Advisors. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Senior Sales and Service Representative Remote
First Tech Federal Credit Union - Rocklin, CA
July 2019 to Present
Answer in coming calls from members needing assistance with current accounts. Open new accounts and new loans and credit cards. In touch with various departments to assist with members requests. Offer products and services. Help reps with escalations and manager calls. Team Lead
Maximus
August 2018 to July 2019
• Coordinate unit call center operations and activities
• Monitor performance and provide feedback and coaching of staff to improve performance (perform QC evaluations)
• Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information
• Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)
• Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs
• Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards
• Meet Quality Assurance, production requirements, and other key performance metrics
• Support and enforce call center expectations as well as departmental and corporate policies and procedures
• Be proficient in all activities and job functions of CSR 1 and CSR 2 and be able to handle any issues that arise from either group
• May assist in the processes required for data entry and replying to emails
• Listen attentively to customer needs and concerns; demonstrate empathy
• Track and escalate case issues, as needed.
• Performs other duties as may be assigned by management Team Lead Operations
HD-Vest Financial Services a non bank subsidiary of Wells Fargo February 2004 to November 2017
• Supported existing clients and resolved critical issues/problems in a timely fashion.
• Investment Rep-Back office support
• Answer incoming calls from Advisors for guidance
• Support internal employees by providing consistent and timely telephone follow up acting as a resource for Advisors and Clients
• Accurately and correctly routing request that fall outside the Consultants area of expertise
• Supply Advisors with any requested documentation or paperwork needed to support Sales and Marketing Strategies
• Work with Advisors on the generation of complete and correct paperwork for sales execution.
• Complete Special projects requested by Management Mortgage Specialist
Wells Fargo Home Mortgage
January 2003 to February 2004
• Processed and closed Home Loans
• Processed home loans, Brokered loans, shipped cancelled and, funded loans
• Paid all appraisal and inspection invoices, entered all files into the system
• Printed and delivered daily reports
Supervisor Business Support
Wells Fargo
February 1997 to January 2003
• Conducted Yearly Reviews
• Assist in the training of all new hires
• Coached for premier performance
Education
High School Diploma
Dominguez High School
Skills
• Financial Services
• Sales Support
• Salesforce
• Cold Calling
• CRM Software
• Loan processing
• Business development
• Inside sales
• Sales Management
• Relationship Management
• Outside Sales
• Upselling
• Quality Assurance
Contact this candidate