Service Representative Agent

La Tasha Johnson

469-***-**** *******************@*****.*** Dallas, TX 75202

SUMMARY

Computer-savvy and willing to learn to handle diverse office needs. Excels under pressure and flexes easily with changing demands.

SKILLS

Friendly, Positive Attitude

Good Work Ethic

Reliable & Trustworthy

People Skills

Organizational Skills

Critical Thinking

Customer Service

Problem Resolution

Supervision & Leadership

Team Building

Flexible Schedule

Training & Development

Microsoft Office

PPE Use

EXPERIENCE

Document Specialist, EchoPark Automotive, October 2022-Current Dallas, TX

Completed documents and work requests according to company standards. Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.

Uploaded documents to control sites, tracked transmittals and coordinated revisions. Converted documents for specific personnel or project needs. Evaluated various forms of documentation and reports for accuracy and completeness, identified deficiencies and advised on appropriate corrective measures to improve information details or processes.

Identified errors and suggested appropriate edits. Utilized imaging systems to store records into remote storage. Performed file backup to properly store and archive electronic registers. Utilized document control database system to allow for better tracking and revision identification.

Title Curative Specialist, Service Link FNF, September 2019-April 2022 Dallas, TX

Maintained regular communications with clients to discuss and resolve issues. Performed title searches, ordered reports and obtained clearance documents. Evaluated documents to determine property ownership. Processed and maintained title files, implementing security measures to protect data. Prioritized and organized tasks to efficiently accomplish service goals. Mortgage Customer Service Representative, Mr. Cooper Mortgage, April 2018-November 2019 Lewisville, TX

· In this role as a Mortgage Customer service agent, I answer customer inquiries regarding their mortgage accounts. Researched customer complaints or concerns and corrected and adjusted records as needed. Assisted in maintaining customer Insurance for Property. Liability, Flood PMI and more.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

311 Service Representative, City of Dallas, September 2017-April 2018 Dallas, TX

· Demonstrated excellent communication skills in resolving product and consumer complaints.

· De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

· Remained calm and professional in stressful circumstances and effectively diffused tense situations.

· Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

311 Service Representative/ OJT, City Of Memphis: Information Services, August 2014-September 2017

Memphis, TN

· I was responsible for all 311 calls for the City of Memphis.

· I ran all reports for the call center

· Trained all new employees

· Went to weekly community meeting with the city mayor and different community events

· Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

· Used proven techniques to de-escalate angry customers during telephone interactions.

· Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

· Explained benefits, features and recommendations to maximize client retention.

· Answered inbound calls, chats and emails to facilitate customer service. EDUCATION AND TRAINING

Phlebotomy, Dallas Career Institute, Dallas, TX September 2022 Medical Assisting, Dallas Career Institute, Dallas June 2022 Nursing Assistance, Dallas Career Institute, Dallas, TX May 2022 High School Diploma

Guthrie Job Corps Center, Guthrie OK August 2002

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