Customer Service Representative

Monét J. DeHoney

**** ***** ****** ***** ******, TX 76244 972-***-****

Email: ady3qm@r.postjobfree.com

Career Objective: To obtain a challenging position in an environment that would enable me to utilize my experience and expertise, in a positive & competitive team atmosphere, with strong leadership skills and abilities.

EXPERIENCE

Wells Fargo 10/21-8/2022

Bank Teller/Consumer Client Management

Supported customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers.

Completed operational activities while minimizing risks under established policies.

Performed routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization.

Received direction from managers and exercise judgement within defined policies and procedures.

Escalated questions and issues to more experienced roles.

Interacted with customers and individuals to demonstrate care, build relationships, and complete requested transactions.

Identified information and services to meet customers financial needs.

Customer service focused with experience handling complex transactions across multiple systems.

Ability to educate and connect customers to technology and share the value of mobile banking options.

Ability to interact with integrity and professionalism with customers and team members.

Experience working with others on a team to meet customer needs.

Extremely large volume Cash handling experience.

Ability to follow policies, procedures and regulations.

Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss.

Well-organized, independent and able to prioritize in a fast-paced environment.

Ability to exercise judgement, raise questions to management, and adhere to policy guidelines.

Relevant Human Resources experience including working in personnel benefits management, processing and recruiting.

Proficient with proactively sourcing, acquiring building and maintaining relationships with customers and colleagues.

First American Title Insurance Company (Contract) 3/2021-6/2021

Escrow Assistant/Post Closing

Opened orders for the inputting and recording of all closing statement information.

Prepared all closing documents required for transactions.

Reviewed and prepared recordable documents for submission to the county.

Resolved issues related to obtaining, correction and resubmission of unacceptable documents.

Made necessary lender approved corrections to documents, to ensure documents would pass county review before submitting to county for recording.

Completed required transfer tax forms for conveyance deeds.

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Monét DeHoney

First American {cont’d}

Researched property information utilizing Titleflex, and the county assessor’s webpage to confirm legal description, address, and parcel number for recording accuracy.

Prepared for 48 states, reviewed refinance documents for accuracy and recordability.

Followed and utilized the specific State and County requirement and guidelines for recording.

Working knowledge of Security Instruments, Affidavits, Conveyance Deeds and Power of Attorney.

Working knowledge of Regional Lenders Advantage and National Lenders Advantage requirements and

protocols.

Working knowledge of document Rejections and Funding Disbursement (emphasis on funding disbursement).

Extensive usage of all recording and reporting systems for Priority reports and Rush requests.

Submitted information to Recording Rescan for corrected document information and upload into FAST Database.

Communicated and worked closely with Offshore Teams regarding document re-submission.

Completed all Company Training, and Certification requirements.

Completed knowledge of First American & Client Operating systems.

FAST Database, File Workflow, TRecS (Total Recording Solutions), SimpliFile, Quickbase, MS Teams

CHAT), National and State Recording Systems website, Correction Matrix, Extensive usage of Adobe Acrobat

Excellent Customer Service skills and abilities.

XPO Logistics 6/2016-12/2020

Claims Rep/Customer Service

Worked with Sales teams to problem solve Carrier/Driver issues during freight transit.

Maintained accurate and timely updates in Transport Management/Desktop Management System.

Daily and regular monitoring of team activity and performance.

Notified Contractors and Drivers of work assignments, to ensure on-time delivery/movements of products to maximize operational efficiency.

Informed and escalated service issues to management as appropriate.

Maintained timely and professional communication with customers, contacted on issues impacting service and overall performance.

Fluid experience with investigating customer complaints and issues, by resolving problems to customer satisfaction.

Utilized available resources to identify answers & resolutions to provide follow-up.

Working knowledge of In-home and Cargo claims.

Researched, resolved and managed Claim Resolution, by tracking & submitting corrections and dispute resolution request.

Used high-to-low-to-moderate complexity and value.

Adjudicated proper settlements and claim denials up to designated authority level.

Worked closely with Claims Administration and Claimant on high value complex claims.

Handled high volume of claims and correspondence, to ensure claim files and submissions were properly documented.

Communicated claim activity process with Client and Claimant as appropriate.

Followed communication protocol to provide a positive experience to the customer, and ensure that issues were thoroughly addressed.

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Monét DeHoney

EDUCATION Essex County College Business Management 2004-2005

Long Island University Business Administration 1978-1982

John Dewey High School Diploma 1975-1978

Training & Development

Quality Supervision, Managing Projects in Organizations – CPM 2001Effective Manager, Dealing with Change, Team Effectiveness, Successful Team Building, Time Management and Measuring Customer Needs, Cultural Diversity Initiatives, Preventing Sexual Harassment

Tech Skills MS Office, Outlook, Office 365, PowerPoint, Excel, Omnis, EDI, WEPS, Matrix Data Assistant, Oracle, Taleo, Workday, HYPR, Adobe Acrobat

Professional Experience

Business Administration, Procurement/Purchasing, Organizational Awareness, Vendor Relations, Information Technology, Service Management, Project/Program Management, Banking, Customer Service/Customer Relations

REFERENCES Available upon Request

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