Call Center Customer Service

KUTISHU WILLIAMS

Jacksonville, FL ***** 904-***-**** *******.*******@*****.*** WWW: Bold Profile Dedicated, hardworking, and fast-paced professional with history of rigorous and diverse coursework in financial services and active community involvement. Skills and research with conflict resolution and professional development, with the capability, proficiency, and advance level knowledge to become established in a professional environment.

Call Center Operations Employee Engagement

Performance Management Policy and Procedures

Employee Engagement Training & Development

Conflict Resolution

Foreclosure Preparations/Loan Records Filing and

Maintenance

Customer Relationship Management/Fraud

Prevention and Detection

Telephone Etiquette/Payment Collection

Customer Inquiries/High-Volume

Environments/Customer Data Confidentiality

Customer Correspondence/Call Center

Operations/Scripted Calls

Foreclosure Single Point of Contact, 09/2020 - Current Freedom Mortgage – Remote

Work with the creditor to develop repayment arrangements that will return them to current status. Reviewed loan and foreclosure documents and verified for accuracy. Input financial data and produced reports using Salesforce Handled customer inquiries and suggestions courteously and professionally. Answered constant flow of customer calls with minimal wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Obtained documents such as proof of insurance and HOA statements. Forwarded title clearing documentation to title officer for approval. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Educated customers about billing, payment processing and support policies and procedures. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Trained new personnel regarding company operations, policies and services. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Increased efficiency and performance by monitoring team member productivity and providing feedback. Handled billing and payment issues following guidelines, resolving disputes properly. Met customer call guidelines for service levels, handle time and productivity. Developed and maintained relationships with customers, lenders and other third parties. Evaluated loan requests and documents to verify accuracy and completeness. Explained very technical financial information to applicants in easy to understand language. Assisted customers with completing loan applications and other paperwork. Remained updated with latest information related to mortgage products and services being offered. Followed up with clients on missing loan documents, providing guidance on best way to complete application process.

Assisted clients in selecting correct loan product and terms to meet needs and financial goals. Explained different types of loans pertaining to client situations. Customer Solutions Specialist, 10/2014 - 08/2020

Ally Financial

Generated and mailed updated statements monthly and processed demand letters. Monitored payments due from clients and promptly contacted clients with past due payments. Trained and mentored new employees on collection methods, documentation requirements and performance strategies.

Worked in call center environment handling manual and automatically dialed outbound calls. Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.

Used skip tracing and other techniques to locate debtors. Listened to customers and negotiated solutions that met creditor and debtor needs. Cross-trained and provided backup support for organizational leadership. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Monitored and verified suspicious activity on customer accounts. Responded to customer calls and emails to answer questions about products and services. Processed payments and applied to customer balances. Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.

Reached out to approximately 120 account holders daily. Followed up on customer interactions to maintain customer communication and successfully close resolved issues.

Cardiovascular Ultrasound: Ultrasound, 04/2012

Sanford Brown University - Jacksonville Florida

3.84 GPA

magna cum laude graduate

EDUCATION

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