Customer Service Quality Assurance
Resume:
Pattie Powell
Rate Lock Coordinator
Stanton, CA 90680
**********@*****.***
A self motivating, enthusiastic, hard working individual who strives to provide a positive and rewarding experience for the customer.
Authorized to work in the US for any employer
Work Experience
Personal Assistant
Robert H. Swanson - Stanton, CA
September 2019 to Present
Responsible for the care of Robert H. Swanson and his personal matters I e. Bank accounts, appointments, travel plans,and etc. Performed secretarial work and provided Mr. Swanson with his day-to-day administrative support. Duties include answering phone calls and managing correspondence, scheduling appointments, and making travel arrangements. They may also be required to organize events. Rate Lock Coordinator
MortgageIT - Bellevue, WA
July 2008 to March 2010
Answered daily calls from Account Executives, brokers with their Lock request, pricing, etc. I averaged 50 calls a day, hand delivered rate sheets to internal staff. Ensured each loan was locked in with accurate pricing and sent to the appropriate investor.
Lock Desk Lead
Homecoming Financial - Petaluma, CA
July 2005 to July 2007
As a lock desk lead I provided support to the Lock desk coordinators assisting the client. Trained each new lock desk coordinator to price out loans and perform extensions.Conducted interviews for potential new staff
Business Operations Analyst
Washington Mutual - Bothell, WA
May 2001 to July 2005
As a Business Operations Analyst I was given a number of Customer Service Representatives to review for quality assurance, look for coaching opportunities .I reviewed 10 calls from the previous month and provided the Customer Service Manager a report that included my in-depth analysis of the representatives work.
Customer Service Representative-2
Washington Mutual - Bothell, WA
May 1999 to May 2001
Responded to customer inquiries about their personal checking and savings accounts. Provided Sr. Support to difficult calls were a supervisor or manager was needed. Education
Some college courses in General courses for AA
Cypress College - Cypress, CA
January 2020 to Present
High school diploma or GED
Skills
• Micrsoft office, windows 10, 10key by touch, Customer Service, write clearly and concisely, speaks effectively,listens attentively,gathers appropriate information, mulit tasks, works well with others, enforces policies, and teaches,trains, instructs.
• Quality Assurance
• Business Analysis
• Business Requirements
• Analysis skills
• Requirements Gathering
• Typing
• Customer support
• Customer service
• Data collection
• Mentoring
• Personal Assistant Experience
• Microsoft Access
• Microsoft Outlook
• Communication skills
• Microsoft Office
• English
Assessments
Data Entry — Proficient
October 2019
Entering data quickly and accurately
Full results: Proficient
Customer Focus & Orientation — Highly Proficient
January 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Memorization — Highly Proficient
November 2019
Committing product or merchandise information to memory and recalling it at a later time. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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