Customer Service Call Center
Resume:
Glenda O. Hope
Prattville, AL 36066
adyq57@r.postjobfree.com
Objective Looking for a remote position to use all my skills
Work History
November 2022-December 2022 Priesters Pecan
Eastchase
Montgomery, AL 37117
Worked as Cashier for Seasonal Worker
Stocked Shelves
Assisted Customers
Wrapped Presents
Ship gifts as needed for Christmas
Did Inventory
Closed registers at night and opened the registers in the morning depending on my shift.
Answered phone as needed and assisted customers with all of their needs.
Performed any Customer Service issue has it raised.
May 2019-present Administrative Assistant-Aflac
Work for Broker to set her appointments
Handle claims for Policyholder(s)
Responsible for all paperwork for all agents on our team
Call Clients
Assist agents on our team
Other duties as assigned
Complete Spreadsheets for all of our Business transactions
May 2019 Retired from Regions Financial with 32 years of service
2017-2019 Mortgage Underwriter
Underwrote Conventional Loans
Underwrote Bank Portfolio Loans
Reviewed Appraisals
Had to Underwrite a minimum of 5 loans a day
Review Conditions that are on the loan when the processor collected data.
1/2007-1/2017 Loan Operations Supervisor
Supervise a staff of 9 processors
Responsible for Booking of Business Banking, Community Banking, Private Banking Loans.
Supervise the 100% Quality Control Review and any corrections of the errors of the loans that have been booked.
Responsible for the Non-Monetary Maintenance of Commercial Loans and Quality Review of 50 % of the Maintenance Request.
Train all staff on booking of loans.
Write any procedures for department.
Write and Monitor Standards of Performance for Team
Write and Monitor Error Ratio for Team.
Maintain Spreadsheets and Reports for Management for Booking, Quality Control and Error Ratio.
Responsible for Weekly Team Meetings
Responsible for Weekly Error Meetings
Responsible for Weekly Coaching Sessions
9/2005-1/2007 Loan Operations Supervisor
Supervise a staff of six processors
Responsible for all training of staff.
Support two Call Centers for all of their research and customer service needs.
Perform all Credit Bureau Corrections for Company.
Perform all Customer Service Functions for Department.
2004-9/2005 Team Leader of Special Projects Team
Regions Financial
Montgomery, AL
Supervise a staff of nine Processors
Responsible for training all staff.
Monitor all staff Data Entry for Quality Assurance.
Assign projects and assure that they are completed in timely manner.
Maintain Spreadsheets in Database to report to management progress of projects.
1995-2004 Customer Service Supervisor II
Regions Mortgage
Montgomery, AL
Supervise a staff of 23 Call Center Representatives.
Responsible for training all staff.
Monitor employee’s phone calls for Quality Assurance.
Ensure that Standards of Performance of staff are met.
Assist other areas to ensure deadlines are met for Quality Standards.
Maintain Database for all department procedures.
Set up and maintain all task id's and log codes for company.
Disburse checks from suspense accounts for the company.
Responsible for scheduling of staff to ensure adequate phone coverage.
1995 Promoted to Senior Assumption Processor
Regions Mortgage
Montgomery, AL
Check files for completeness of application, prior compliance disclosures and underwriting guidelines.
Assisted Loan Originator to gather all information and documentation required per loan program.
Interact with customers, realtors on the status of loan files.
Prepare and send letters to Veterans Administration for release of Veterans Eligibility.
Processed all escrow functions of new insurance policies for change of ownership.
Answer main telephone line for Assumption Department Inquiries.
1994-1995 Assumption Representative
Answered all incoming inquiries for Assumption Department.
Opened and distributed all mail for department
Prepared listing information for Realtors and customers.
Prepared closing packages to be sent to attorneys and Title Company.
Performed all escrow functions for change of ownership.
1993-1994 Promoted to Senior Escrow Clerk
Answered inquiries from call center representatives and customers.
Assisted supervisor in training other associates.
Analyzed accounts to ensure accounts met RESPA Guidelines.
Worked exception report for escrow errors.
Worked advance report to repay advance balances.
Monitored non-escrow loans.
1992-1994 Escrow Clerk
Answered inquiries from call center representatives and customers.
Assisted walk-in customers.
Worked various reports as assigned.
August 1987-1992 Senior Utility Representative
Regions Bank
Montgomery, AL
Open checking, savings, Certificates of Deposit and IRA accounts.
Identify Customer needs and explain bank products and services while maintaining acceptable cross-selling ratios.
Issue and redeem Certificates of Deposit and assist customers with rate information.
Provide maintenance for customer accounts; research and resolve customers questions and/or concerns in a prompt and courteous manner.
Make consumer loan, mortgage loan, and investment referrals.
Assist with various operational duties as necessary.
Perform Sales Associate functions; accurately process currency, deposits, withdrawals, bonds, and loan payments.
Balance daily cash fund.
Process treasury, tax and loan payments; sell official instruments, including cashier’s checks, traveler’s check, and money orders.
Perform various lending assistant functions: answer customer inquiries; take credit applications; pull credit; prepare loan entries; Prepare and package loans; type checks, closing statements, and correspondence, etc.
1985-1987 Colonial Bank
Montgomery, AL
Issue and redeem Certificates of Deposit.
Process deposits, transfers, and withdrawals from customers accounts.
Balance workstation and provide security of cash.
Provide excellent customer service.
Cross sell bank services and products.
Education
2002 South University
Montgomery, AL
Feb 2004- 2005 University of Phoenix
Online
Pursuing Bachelor of Science/Management
GPA 4.0
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