Customer Service Team Member

LW Laquanda Washington

Phoenix, AZ 850**-***-*** 7404 adyzgo@r.postjobfree.com

PROFESSIONAL

SUMMARY

Strong passion to deliver customer satisfaction and unparalleled support. Enhances customer experience by employing customer-relation behaviors,

"client first" mentality and listening attentively. Team player, eager to embrace new experiences and assist team with company goals. SKILLS Microsoft Word/Office

ACH and EFT Processing

Customer Relations Management

Mortgage Servicing

Database

Financial Services

Conflict Resolution

Time Management

Data Entry

Customer Satisfaction

Zendesk

Excel

Technical Support

Oracle

Salesforce

Zendesk

Fraud/AML

WORK HISTORY LOAN SERVICING SPECIALIST 07/2022 to CURRENT Upgrade Phoenix, AZ

Answer up to 80 incoming calls per day regarding bills, service questions and general concerns

Responds to customer requests for products, services, and company information.

Provide technical support to customers, troubleshooting technical issues and providing solutions

Obtain updated contact information from all customers and verify data for accuracy

Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms Monitor system performance to identify potential issues Create user accounts and assign permissions

CUSTOMER SERVICE REPRESENTATIVE 07/2020 to 07/2022 Wells Fargo Home Mortgage Phoenix, AZ

Analyzed customer service trends to discover areas of opportunity and provide feedback to management

Consecutively received monthly performance bonus of $250 Processed ACH and EFT payments

Increased customer knowledge with options for loan modifications, payment deferrals, as well as short sales to prevent foreclosure Communicated with customers to assess and address individual needs, providing timely and quality support via Oracle systems. Provided excellent customer care by responding to requests, assisting with product selection and managing up to 60 calls per day HUMAN RESOURCE SPECIALIST 03/2017 to 04/2020

Wells Fargo Phoenix, AZ

Utilized resource systems to document tasks performed Used ticketing systems to manage and process support actions and requests

Actively listened and asked probing questions to better assist team member

Answered questions about eligibility determinations and plan options. Processed enrollment paperwork and benefits forms

Responded to team member inquiries and provided technical assistance over phone

Strengthened customer relationships by listening to team member concerns and giving priority to service requirements. FRAUD ANALYST 04/2012 to 02/2017

Fedility Information Services Milwaukee, WI

Identified possible threats and minimized exposure to financial loss Analyzed large amounts of data and public records to locate fraud anomalies

Implemented internal controls to maintain integrity and accuracy of financial records

Delivered W.O.W factor when resolution to problems/ issues were implemented

Developed detailed-oriented approach to sensitive content Produced detailed reports of fraud investigations and presented findings to senior management

Implemented procedures to detect as well as prevent fraud CUSTOMER SERVICE REPRESENTATIVE 04/2007 to 04/2012 U.S. Bank Milwaukee, WI

Met customer call guidelines for service levels, handle time and productivity managing 70 calls per day

Provided excellent customer care by responding to requests, assisting with product selection, creating positive and welcoming experiences as well as handling ordering functions.

Promoted available products and services to customers during service, account management, and order calls.

Trained new personnel regarding company operations, policies and services.

Followed-through on all critical inter-departmental escalations to increase customer retention rate

EDUCATION Associate of Arts Culinary Arts 05/2005 Milwaukee Area Technical College, Milwaukee, WI

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