Elise Lutins

Call Center Representative

Jacksonville, FL 32210

advq4f@r.postjobfree.com

904-***-****

Dynamic and motivated customer service professional with ten years of experience. With a proven record of generating

and building relationships, managing projects from concept to completion, designing educational strategies, and coaching

individuals to success. Skilled in building cross-functional teams, demonstrating exceptional communication skills, and

making critical decisions during challenges. Adaptable and transformational leader with an ability to work independently,

creating effective presentations, and developing opportunities that further establish organizational goals

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Tier 1 Technical Support

Convergys - Jacksonville, FL

April 2018 to Present

•Working with customers/employees to identify computer problems and advising on the solution

•Logging and keeping records of customer/employee queries

•Analysing call logs so I can spot common trends and underlying problems

•Updating self-help documents so customers/employees can try to fix problems themselves

•Working with field engineers to visit customers/employees if the problem is more serious

•Testing and fixing faulty equipment

•Monitor and maintain the computer systems for iOS devices

•Help install and configure software issues

•Diagnose hardware and software faults

•Solve technical and applications problems

•Help back up iOS devices to save data

•Restore the devices do to various issues such as passcode lockouts

•Reset passwords or aid in account recovery

Call Center Representative

Bank of America

2010 to 2014

Built rapport with homeowners and their representatives, while successfully assisting them with the short-sale process.

● Process loss mitigation and negotiate agent fees allowable by HUD and FHA guidelines.

●Facilitate practices and procedures of conventional, FHA, and VA mortgage guidelines for credit approval.

●Continuance of education to stay abreast of regulatory guidelines to while ensuring compliance.

●Gather, organize and provide information to other departments to facilitate data integrity and provide management with trend data for purposes of continuous process improvement.

Call Center Representative/ Sales Representative

AT&T

2007 to 2010

Manage incoming billing & sales inquiries from customers.

●Upsold products on every incoming call & met if not exceeded monthly sales quota.

●Utilize several programs on two screens at a time while offering white glove customer service to all customers.

●Awarded Call Center Representative of the month four times.

CSR - Customer Service Representative

VyStar Credit Union - Jacksonville, FL

2005 to 2007

Provide information on new products and services available to customers specific needs

●Responsible for making credit decisions new and existing customers.

●Utilize multi-systems while staying focused on lending process, credit evaluation reports, and interest computation.

●Coordinate and reconcile all daily loan file distribution.

●Imitate several file review projects and facilitate training for team members

●Gathered, organize and provide information to facilitate date integrity and provide management with trend data for purpose of continuous process improvement.

Education

Bachelor's

ITT Technical College

2013

Associates

Florida State College

2010

Skills

CUSTOMER SERVICE (3 years), RECEPTIONIST (3 years), RETAIL SALES (3 years), AS400 (Less than 1 year), COACHING (Less than 1 year), Call Center, Credit Union, CSR

Additional Information

SKILLS

●Microsoft Word, Microsoft Office, Outlook, PowerPoint, Excel, Oracle, People Soft, Payroll System, AS400

●CRM, Equator, complex analytical skills, strong interpersonal skills

SUMMARY OF SKILLS & COMPETENCIES

Dynamic and motivated customer service professional with a proven record of generating and building relationships, managing

projects from concept to completion, and coaching individuals to success Skilled in building cross functional-teams, demonstrating

excellent communication skills, and making critical decisions during challenges. Adaptable and transformational leader with an ability

to work independently, creating effective presentations, and developing opportunities that further establish organizational goals.

Contact this candidate