Data Entry Customer Service

SHAWN H SHOFFNER

**** ****** ** ******, ** ***** · 919-***-**** **************@*****.***

Objective

Customer service professional with proven record of handling all products and transactions in fast and friendly manner. Searching for position to utilize twenty years of experience in a fast-pace environment.

Experience

SOURCEPOINT MORTGAGE CUSTOMER SERVICE ADVOCATE JUNE 2019 – MAY 2022

• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

• Documented customer notes with accurate information, ask for and provide needed information for processing their mortgage loan application quickly, and smoothly.

• Completed continuing education and training programs for professional development.

• Evaluated benefits for each caller to determine service needs, address concerns and enhanced customer experience.

• Upheld privacy and security requirements for customer information.

• Maximized customer satisfaction by handling customer email and telephone interactions.

• Delivered needed information to subject matter experts, and support team members in providing every customer with exceptional support.

• Exceeded company productivity standards on consistent basis.

• Executed 35 or more required bound calls each day to existing customers, resulting in increase in needed documents to move documents to underwriting for a prompt closing.

• Maintained 100% accuracy in quality performance, and contact with borrowers.

• Earned one of the Top 3 bonus or commission monthly for job performance.

IBM/ SETERUS LOSS MITIGATION SPECIALIST OCTOBER 2013 – APRIL 2019

• Help determine a set of options that a lender can use to help borrowers avoid foreclosure.

• Reduce the financial losses for the mortgage holder and the lender.

• Analyze the borrower's debt and other liabilities to reach a manageable plan for the borrowers to make payments on their loan. Find ways for the borrowers to remain current on their mortgage.

• Worked with customers to put together plans focused on retaining property ownership.

• Verified income of borrower and gathered credit information.

• Put together and sent out reinstatement and payoff quotes.

• Presented and processed client loan documents and verified comprehension of essential language.

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BB&T INSURANCE SERVICES, INC PERSONAL LINES INSURANCE AGENT FEBRUARY 2009 – OCTOBER 2013

• Serviced the book of business that were assigned; including renewals and new business, underwrote and placed new accounts, coordinated, and processed payment of claims between insured and company, collected premiums for assigned accounts, cross sold accounts, provided continuing serve and advice to the clients.

• Interviewed prospective clients to gather information on financial needs and discuss existing coverage.

• Upsold products to policyholders and potential new clients.

• Pursued continued professional development through insurance workshops, course and webinars.

• Offered policy guidance and management to promote asset protection.

• Explained coverage options to potential policyholders, answering questions or concerns. Monitored clients' insurance coverages to ensure changing needs were met. JC PENNEY STORES CUSTOMER SERVICE MANAGER SEPTEMBER 2007 – OCTOBER 2013

• Executed the Customer Care strategy by leading and engaging the team to create an outstanding experience for customers and delivered on operational standards to drive customer satisfaction.

• Established positive rapport with customers, managers, and customer service team members to maintain positive and successful work environment.

• Maintained knowledge of company products and services to promptly resolve complaints and concerns.

• Assisted staff with resolving complex customer issues and implementing targeted solutions.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Education

J F WEBB HIGH SCHOOL OXFORD, NC HIGH SCHOOL DIPLOMA 06/1975 DURHAM TECHNICAL COMMUNITY COLLEGE DURHAM, NC BUSINESS ADMINISTRATION AND MANAGEMENT

Skills

Credit Card Processing, Sales Expertise, Customer Retention Strategies, Clerical Support, Verbal and Written Communication, Clerical Support, Verbal and Written Communication, Microsoft Office Experience, Data Entry, Debt Management and collections, Call Center Operations, and Credit History Review