*** *** **. ****

Lakehills, Texas. *****

H: 830-***-****

C: 830-***-****

E-Mail: adwz2m@r.postjobfree.com

Objective

A Customer Caring self-starter, seeking positions where my detail oriented dedication can be utilized fully.

Experience

Asset Collector III

Security Service Federal Credit Union, San Antonio, TX Feb 2009 – Mar 2016

Monthly Top 3 collector for Assent Recovery Section.

Year 2015 $34 Million dollars collected.

Outbound and inbound calls assisting members with their accounts;

Payments, account research utilizing skip tracing, and status of account.

File appropriate forms, and follow procedures, for internal corrections on accounts.

Determination of workout loan or recovery applicable to the account.

Problem solving skills, using conflict resolution with escalated issues.

Department Top Performer awarded multiple times.

Asset Recovery Goals met and exceeded consistently.

Mortgage Representative

West asset Management, San Antonio, TX Oct 2008 – Dec 2008

Representative for Saxon Mortgage.

Inbound calls assisting clients with mortgage payments.

Third party administrators calling for pay off information, account details and interest to date clarification.

Information assistance with arm loan reset date, rate and increase of mortgage payment details.

Assistance with loan modifications and procedures.

Web site assistance.

Collections of delinquent accounts.

Loan escrow details.

Mortgage Representative

West asset Management, San Antonio, TX Jul 2008 - Oct 2008

Representative working with Morgan Stanley Accounts.

Assisted inbound clients regarding frozen or suspended Home Equity Lines of Credit accounts.

Provided guidance and assistance with client appeal process.

Managed account information regarding appeal outcome and alternatives.

Verified information from third party financial account managers and assisted with appeal process and account management.

General Agency Claim Adjuster

USAA, San Antonio, TX Aug 2007 – Jul 2008

First line customer service contact for Property and Auto Claims.

Created loss reports by securing information from policyholders, claimants, agents, or other parties.

Verified coverage under various policies or policy provisions based on variances of line of state, jurisdiction and regulatory requirements.

Made direct assignments to inside or field claims adjustment personnel.

Referred claimants and policyholders to Preferred Repair Facilities.

Scheduled drive-in appointments as appropriate.

Responsible for negotiation and settlement of claims.

Placed policyholders, claimants, and others to the appropriate adjustment personnel.

Initiated master record by direct entry of claim data via computerized claims system.

Maintained, records and key loss report information as required.

Current Claims Adjuster P&C licensed in Texas and Oklahoma.

Data Entry Specialist

USAA/Peyton Resources Group, San Antonio, TX May 2007 – Aug 2007

Specialist for New Business Life Insurance Division.

Responsible for cancelation of requested new policy for incompleteness.

Informed possible members of cancelation due to incomplete requirements.

Insured new member initial information was complete.

Verified required medical tests have been completed.

Forward completed information packet to underwriter.

Update database to show information changes.

Forward received information to case associate.

Team member responsible for clearing 1400 case backlog quickly.

Exceeded expectations placed by division supervisor.

Customer Care Representative

J.P. Morgan Chase/Aerotek, San Antonio, TX Apr 2007 – May 2007

Inbound representative for Specialty Operations Department.

Provided counseling for members accounts in 3rd party credit agencies.

Advised member for accounts placed in collections.

Processed accounts placed in probate.

Information provider to 3rd party credit agencies.

Provided benefit services to surviving members family.

Customer Care Representative

CareMark, San Antonio, TX Jul 2005 – Mar 2007

Consistently exceed established goals for position.

Known to find solution to participant satisfaction aggressively.

Highly proficient with call center standards.

Knowledgeable in software programs provided to accomplish position.

Received three Gold Awards for customer satisfaction.

Superstar Award for individual metrics.

Works with determination to improve customer satisfaction.

Sought out for demonstration in quality of CareMark CCR team.

Customer Care Representative

Spherion/CareMark, San Antonio, TX Feb 2005 – Jul 2005

Educate participants on benefits for maximum usage.

Responsible for prescription medication refill and planning.

Customer service for order troubleshooting and tracking.

Represent both customer and client in benefit utilization.

Schedule Adherence currently at 99.9%.

Quality rating of 86.4%.

Attendance 100%.

Incoming Call Percentage (ICP) rated at 90.1%.

Customer Care Specialist

Sears TeleServe, San Antonio, TX May 2003 – Jan 2005

Inbound scheduling of service and repair.

Insure customer issue professionally addressed.

Timely response in customer needs.

Single point conflict resolution to insure customer satisfaction.

High sales average in Service Smart Agreement (SSA).

Team award for Preventative Maintenance (PM) sales.

Award for top five percent inbound cash calls for center.

Maintained rating of top fifteen percent of associates.

Customer Support Specialist

Wal-Mart #2864, San Antonio, TX May 2001 – May 2003

Maintain section area visual perception.

Responsible for customer care satisfaction.

Input to manager of needed product levels.

Customer needs resolution section specialist.

Owner

Rainbow Fresh Cleaning Service, Lakehills, TX Feb 1994 – Aug 2002

Customer satisfaction designed business model.

Coordination of customer scheduling.

Advertising manager responsible for new clientele.

Control of all business funding needs.

Education

Candidate for B.S. in Registered Nursing. UTSA

Emergency Medical Technician, Bandera County EMS.

Trauma and Life Support Certification. Bandera County EMS.

Conflict Resolution Certification Course. Sears, San Antonio, TX.

Empowerment Training Course. Sears, San Antonio, TX.

Customer Satisfaction Dispute Resolution Course. Sears, San Antonio, TX.

Skills

Claims Adjuster P&C licensed in Texas and Oklahoma.

Utilization of, MS Windows 98/XP/NT/2000/Vista and Materials Management.

Voice and Data entry.

Knowledgeable of MS Office 2003/2007/2011.

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