Loan Processor Customer Service
Resume:
Sanicqua Leonard
Douglasville, GA 30135
*******@*****.***
Objective
Anticipating a fulltime opportunity to join a team of professionals where my passion for servicing the customer exceeds company retention goals by implementing policies and procedures that promote value to the customer and to the organization forming solid relationships.
Experience
5/2022-5/2023 (Contract End)
Turbo Tax Intuit Customer Care Expert, Remote - Independent Contractor
-Call center -used salesforce application for inbound/outbound calls, and chat to assist customers in preparing their taxes, previous tax year inquiries, starting a return, technical issues, checking the status of refunds, billing issues, account recovery, downloading software, printing documents, amendments, extensions, audits, and mobile app use.
-Collected and verified personal customer information through Salesforce, built rapport with customers by giving them the confidence to prepare their taxes and overcome any trial-and-error issues.
-Educated and upsold the correct turbo tax software for specific filing status by using Smartlook screen share webcam to view the customer's computer screen, guiding them step by step through the entire process. Documenting all activities made during the call. Used multiple monitors and systems to navigate and access resources, help panel and tier 3 management assistance if needed, to resolve and close customer cases.
-Deescalated any irate calls by listening, empathizing, understanding their frustration, acknowledging their value with the goal of never losing a customer.
-Systems used: Smartlook, Salesforce B2C Production, Intuit, Amazon Connect ECUI v2- Americas, Global Protect, Slack
04/2014 -5/2022
Pretty Skin Solutions, Atlanta, GA - Formulator
-Manufacturer of natural skincare products. Day to day operations consist of taking inbound customer service inquiries by phone and online via live chat from the company's website educating consumers on product benefits and directing them to products that suit their needs which lead to a 90% customer return rate.
-Built a team of 6 employees for retail locations, educating and training them on product knowledge and providing customer service skills on how to be personable and accommodating to their needs, diffusing any irate situations with a positive attitude. Target market research, ordering supplies, preparing invoices for shipping, and receiving. Creating brand awareness by marketing promotions on social media platforms.
-Complied with federal and state regulations by obtaining licenses, insurance, and exemptions. Prepare legal documents to obtain business accounts, lease agreements and county inspections. Scheduled and attended business meetings to create business relationships with potential clients, manufacturers, and retailers. Hosted large monthly community indoor/outdoor vendor events at local farmers market, and vendor expos to connect with and educate consumers on product knowledge and benefits to push sales.
06/2012 - 04/2014
Advantage Sales and Marketing, Atlanta, GA - Merchandiser
-Optimize company sales and profits by ensuring over 50 retail chain stores in the food and beverage industry were stocked with featured products. Arranged and maintained product displays, branding, marketing material, and product pricing standards. Collaborated closely with corporate teams by weekly conference calls to review the week's activities, store sales, delay issues or defective equipment.
-Communicated with district and store managers to make sure cooling equipment worked properly and displayed top brands marketing materials in a professional manner. Assisted customers by answering inquiries and directing them to the correct departments in store.
08/2009 - 06/2012
Briggs Market Masters, Atlanta, GA - Merchandiser
-Optimized company sales and profits by ensuring over 20 retail stores inventory levels for top beauty and haircare brands were stocked with featured products. Arranged and maintained product displays, branding, marketing material, and product pricing standards. Trained new employees, scheduled, and hosted large monthly community indoor/outdoor vendor sampling events, connecting with, and educating consumers on product knowledge and benefits to push sales.
-Statewide company travel to marketing events and trade shows, meeting with prospective clients for new accounts. Recognized as top merchandiser in yearly marketing endcap campaign for most displays built and creativity.
05/2006 - 05/2009
Fifth Third Bank, Southfield, MI - Loan Processor
Corporate office residential loan application processing. Created customer databases, ordered title searches, flood determinations and appraisals. Submitted subordination requests with the use of Microsoft applications (excel, word and outlook). Answered inbound calls, directed customer service calls, analyzed credit reports, income, and assets. Corresponded with clients, vendors, and loan consultants to audit loan applications for accuracy and completeness. Ensured information obtained met established lending guidelines in accordance with standard policies.
Education
Eastern Gateway Community College - Business Management Major 2021- Present
Cooley High School, Detroit, MI - Diploma 08/1989 - 06/1992
Awards
Briggs Market Masters - Most creative merchandiser 2011
Typing and Shorthand 1991
References
1. Elizabet Albert - Aragon, GA - 678-***-****
2. Jeanine Brickhouse - Douglasville, GA- 347-***-****
3. Felicia Pitts - Smyrna, GA – 404-***-****
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