Customer Service Technical Support
Resume:
Maria Lockett
***********@*****.***
PROFESSIONAL SUMMARY
Experienced customer service leader with over 20 years of experience in account management, telephone, email, and customer service. Excited to bring my proven skills and customer enthusiasm to a customer service team
Knowledge & Skills Areas
Customer Experience Conflict Resolution
KPIs (AHT, QA,CSAT) Voice of customer
Default Servicing
Collections
Sales Force
Technical Support
MS Office Suite
PROFESSIONAL EXPERIENCE
Harte-Hanks May 2020-February 2023
Customer Care Representative 2
Provide outstanding customer service by supporting customers in their use of a range of media devices including computers, game consoles, connected TV devices, tablets and smartphones. Diagnose and determine the nature of the consumer’s issue using available information. Solicit additional information from consumers to help diagnose and solve their issue.
Harte-Hanks
Blue Cross Blue Shield FEP Product Specialist
Handle inbound customer service calls for BCBS with the goal of educating callers on what benefit plan(s) best fit their insurance needs. Utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. Also provide a combination of being a good listener, articulate, flexible, and possessing patience and empathy with a passion for helping others.
Plano ISD Transportation
CDL Training/Bus Driver October 2018-February 2019
CDL training for commercial license which would allow operation of school bus. Completed Texas department of transportation written tests.
First light Homecare North Dallas March 2018-September 2018
Caregiver
Assist clients with medications, feeding, light housekeeping, transported to doctor’s visits.
AARP Foundation December 2017-Feburary 2018
Texas Workforce assistant
Assisted workforce clients with preparing resumes, sending faxes, job search and various workforce training classes.
Shared Life Foundation
Receptionist
Handled client intake based on zip code location and senior services for food and clothing assistance. Handled faxing and copying. Organized and placed clothing items on floor for clients and additional items such as toys, hospital equipment and any items that were donated to the foundation.
Bank of America November 2000- November 2016
Foreclosure Lead
Train, assist, and mentor team members.
Assist management with special projects, clearing mobile home title issues; repurchase review requests and SLA
Review and reconcile reports between loan servicing system and other banking software.
Respond to attorneys, vendors, clients, and other departments.
Disputes/inquires/complaints related to the foreclosure policies and procedures.
Ensure foreclosure activities are performed in accordance with investors, insurer, and/or government agency guidelines and mitigate risk.
Foreclosure Tech II
Manage end to end Foreclosure processes on Loans for FHA, and Conventional Loan types.
Monitor and approve Judgment figures, Reinstatement figures, Pay off requests, Created bids for foreclosure auction sale, property preservation requests and repairs and HOA issues.
Assist attorneys with litigation issues
Communicate and interact with internal departments, Government Agencies, External Vendors, Attorneys, Mortgagors and third-party interests to enforce compliance with contract terms
Education-Lynwood High Graduate
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