Service Agent Customer
Resume:
Inari Wade
Irving, TX *****
***********@*****.***
Willing to relocate: Anywhere
Work Experience
Loan Resolution Specialist
Selene Finance LP - Dallas, TX
January 2022 to January 2023
• The primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options. Works in a blended call center environment with an emphasis on cash collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments.
• Inbound calls to perform collections and some customer service activities, while working in a blended call center environment.
• Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible.
• Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented.
• Offers short term resolution options via repay and forbearance plans.
• Provides information on all available assistance programs to borrowers experiencing financial hardships.
• Sets up One Time Drafts, encourage ACH, and follow up on promise to pays.
• Adheres to all daily call and attendance schedules while continuing to meet investor requirements for each loan type.
Account Manager
Moxie Pest Control - Irving, TX
January 2021 to January 2022
Responsibilities include:
• Make 250-300 outbound calls per day
• Schedule 30-35 Appointments per day
• Scheduling other appointments for our customers as needed
• Serve as the lead point of contact for all customer account management matters
• Build and maintain strong, long-lasting client relationships
• Negotiate contracts and close agreements to maximize profits
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders Fraud Analyst
PFSweb
September 2020 to January 2021
• Ensure fraud review timelines are adhered to by monitoring activity and working efficiently and accurately on assigned client(s).
• Work closely with management regarding resource needs to make daily cut-offs and responses for escalations from the client/program management and consumer complaints
• Complete specialty assignments as assigned, such as chargeback management and Credit Card / PayPal Receivable remediation.
• Act as the SME for their client(s) requirements and guidelines.
• Assist in the training and oversight of Associate and other Senior Associates working within their client(s) queues.
• Communicate escalations, emerging fraud patterns, and resource concerns to management.
• Cross-train in other areas to provide additional support to the department when requested.
• Provide additional client / department reporting and other duties to assist management, upon request.
• Internal and External professional verbal and written communications
• Ability to work with minimal supervision in a fast-paced professional environment Underwriting Assistant
Americanfirstfinance
February 2018 to August 2020
Analyze information in insurance applications. Determine the risk of insuring a client. Screen applicants on the basis of set criteria.
• Our Solutions
• Retail Installment
• Lease-to-Own
• Bank Products
• eCommerce
• Rent Advance
• Shop Anywhere
Account Manager
ACE Cash Express - Frisco, TX
January 2017 to February 2018
Resolves problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products services to management by collecting customer information and analyzing customer needs.
• Prepares service reports by collecting and analyzing customer information.
• Taking escalated inbound calls and making outbound calls
• Collected accounts, Delinquent account for customer. Front Desk Customer Service Agent
Hampton Inn and Suites - McKinney, TX
June 2016 to May 2017
Performing cashier related functions such as posting charges to guest accounts, raising paid out's, and currency exchange
Follows procedures for issuing and closing safe deposit boxes used by guests
Address customer inquiries regarding hotel services and registration via letter, telephone and in person. Provides information about available services in the community
Maintain exceptional customer service by responding to guests complaints and concerns in a timely manner
Prepare and submit daily hotel transactions such as; guest check-in and check-out, financial statements and front desk customer service to upper management
Increased revenue by securing corporate contracts for extended guest stay
Improved company rating on Yelp and Trip Advisor by providing outstanding customer service Front Desk Customer Service Agent
Holiday Inn and Suites - McKinney, TX
September 2015 to June 2016
Communicate effective with hotel staff on the status of guest rooms, in addition up-selling guest rooms and promoting hotel services
Listen attentively to customer needs to ensure positive customer experience
Register and process guests to their assigned rooms and accommodate special request
Managing all guest service and front office operations including guest check-in and check-out, bell services, telephone night audit reports and VIP lounge to ensure guest satisfaction and maximization of all rooms and revenue goals
Sales Merchandisers (Vendor)
Anderson Merchandisers - McKinney, TX
March 2014 to September 2015
Establishes, develops and maintains business relationships with current vendors and prospective vendors in the assigned territory/market segment to generate new business for the organization's products/ services
Supplies management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services
Expedites the resolution of customer problems and complaints Education
Diploma
McKinney High School - McKinney, TX
May 2013
Skills
• Restaurant Experience
• Night Audit
• Guest Services
• Cold Calling
• Underwriting
• Microsoft Outlook
• Credit Analysis
• Windows
Certifications and Licenses
Expert apartment staffing
October 2017 to October 2018
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