Service Representative Call Center

Jenine Blackwell

Turnersville NJ *****

856-***-**** ***************@*****.***

SUMMARY

Over 20 years of experience in diverse customer service environments

Self - starter with strong communication and organizational skills

Call center experience

Able to work well independently or as part of a team

Strength in recognizing, analyzing and solving problems, with proven analytical and multi-tasking capabilities

SKILLS

Licensed Insurance Agent

Microsoft: Word, Excel, and Outlook

10 - key operation

EXPERIENCE

GTT, LLC Portsmouth, New Hampshire

9/20/2021- 8/31/2022

Project Specialist -Quality Assurance

Verify images and documentation are correct for the current decision on mortgage loans.

Contemporary Staffing Mt Laurel, NJ

01/2021-06/2021

License and Compliance Representative

Process fleet registration renewals for major companies throughout the United States.

Freedom Mortgage Marlton, NJ

01/20/2020 -08/2020

Customer Care Representative 1

Inform borrowers on the Cares Act Forbearance Plan due to Covid-19.

Perform account updates/maintenance for any requested changes by borrowers.

Inform borrowers of upcoming changes, escrow, fees, payment schedule, etc..

Assist borrowers with making mortgage payments.

Direct borrowers to other Specialists for account assistance, such as Loss Mitigation, Insurance or Tax Department and Sales.

Inbound calls up to 85-90 in a high volume call center.

Conduent Voorhees, NJ

06/2018-04/2019 Benefits Associate I

Fulfilled Duties

Inform clients of any changes to benefits for the upcoming plan year.

Assist with Qualified Life Events such as Birth, Divorce, Marriage, Loss of Insurance, and Death.

Perform general account maintenance such as change of address, name change, or update to personal information.

Direct clients to a specific Specialist for further assistance with Benefits.

Inbound calls up to 70-75 in a high volume call center.

Amazon Florence, NJ 10/2016- 01/2018

Fulfillment Associate

Warehouse environment to receive sort and problem solve merchandise.

Holiday Retirement Voorhees, NJ 08/2015 –10/2016

Housekeeping/Dining Attendant

Perform residential cleaning for Senior Citizens in a retirement community along with serving daily meals.

BCCAP Willingboro, NJ 09/2008 - 06/2011

Customer Service Processor

Customer service includes face to face as well as answering phones, data entry, research, problem solving, and account maintenance and office duties for the seasonal enrollment in the LIHEAP Program.

Comcast Voorhees,NJ 08/2006 - 04/2007

Customer Service Representative

High volume inbound call center only, problem solving, process payments, sales, upgrades, account changes, research.

Sun National Bank Maple Shade,NJ 01/2002 - 02/2006

Customer Service Representative

Assist customers with Teller transactions, open and close accounts, sales, problem solving, ATM settlement (25,000 limit), teller audits, monthly branch audits, office duties and ordering, some loan processing, research, problem solving, quality assurance, answer phones and customer service.

EXPERTISE

Administrative / Managerial Experience

Gathered confidential customer information and accurately set up new accounts in a prompt manner

Filled in for supervisor when management was not available to solve problems or make financial decisions

Used Microsoft Word to draft correspondence to prospective customers and other internal documents

Communicated with co - workers, management and other departments using Microsoft Outlook

Put in repair requests and kept track of office supplies, ordering new supplies as necessary

Conducted audits on money and financial documents on a weekly / monthly basis, sending results via email to the control office

Quality control to ensure all interactions and accounts were set up in an accurate and timely manner; forwarding any suspicion of fraud to the proper department

Customer Service Capabilities

Certified Customer Service Specialist (CSS), passing the E.T.A.’s national exam

Skilled at assisting customers in a high volume call center, delivering exceptional customer service

Operated a multi - line phone system, disseminating the calls to the correct person or department

Proven record of investigating and solving difficult problems in regards to the customer’s account

Worked closely with customers to explain product upgrades, realistic expectations and taking payments

Superb telephone etiquette with the ability to handle difficult customers while maintaining professionalism

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