Customer Service Care
Resume:
Jackie Mann
New Philadelphia, Ohio 44663
adzt79@r.postjobfree.com
Objective: Actively seeking a Remote or an Inside Sales/Customer Service position within a thriving organization
Qualifications and Accomplishments:
Over 20 years combined success in Inside and Outside Sales, Customer Loyalty/Service/Retention, Business Development and Appointment Setting
Adept with SalesForce CRM and Microsoft Office/365
Consistently in top 10% for 2.5 years with Outbound Sales Team of 30+ Representatives (Cox Communications
Licensed Resident Producer-Property and Casualty, Issue Date 03/09/2021- Indiana
Licensed NMLS #779269 and 8 State Lending Licenses. 16 years as a Mortgage Loan Officer 1991-2007 and 2010-2012
Employment History:
Alliance Data Systems, Customer Care Advocate September 2021-June 2022
• Serviced 80-100 Inbound calls from Private Label Merchant Account Holders
• Provided Top Notch Customer Care to ensure the best Customer Experience
• Provided Account Holder’s Statement Resolution, Late Fee Negotiations, Payments
• Provided Education when necessary to prevent call backs and, or “Call Escalations”.
• Prevented Account Holders from Closing their Accounts by using Retention Tools, Additional Education
• Fielded Escalation calls when necessary.
Account Manager, International Cruise and Excursions, Inc. August 2016-December 2019
• Proposed Travel and Exchange Memberships to new Time Share owners
• Presented a “Web Walk” to Prospective Customers and clearly focused on the Travel Destinations and Exchange Opportunities that would be available to them based on our Initial Discovery
• One-Two Call Close of a Fairly Significant Investment Direct to Consumers
• Offered accurate and timely Customer Service to all Potential and Existing Clients
• Outbound calling 6-8 hours/day, Pipeline Management Inside Account Executive, Realtor.com October 2015-July 2016
• Achieved Maximum Sales Goals through outbound calling to Realtors needing to jump start their careers, grow their business, Increase their productivity and set them up for Success.
• Presented them our CRM, “Top Producer”, Realtor.com’s Time Management Tool, Realtor’s#1 Lead Generation Program and our Proprietary CRM.
• Performed Internet-Based Product Demonstrations and consistent customer Follow Up
• Maintained Customer Retention by reaching Renewal Goals Licensed Mortgage Banker, Quicken Loans January 2011-January 2014
• Extensive 12-week training; Federal and State Lending Laws and Practices, Government Regulations as well as specific State guidelines to prepare for NMLS Licensing as well as 8 states, those being CA, TX, FL, CO, IN, AZ, AL, WA
• Took Complete Loan Application, Pre-Qualified Borrowers, Determined Applicant’s current Financial Status and Obtained Prospective Borrower’s Commitment by offering appropriate loans to Accomplish their financial goals
• FNMA, Freddie Mac, FHA, VA, Conforming, Non-Conforming, Jumbo, Super Jumbo, Home Equity Lines of Credit, Refinance/Debt Consolidation and Purchase Loans
• Collected all necessary documentation from borrowers in a timely manner, obtained DU/LP approval, “set up” loans to be submitted to the Underwriting Department
• Liaison between Borrowers and Underwriting, Processors, Appraisers, Title, etc. from Loan Application to Loan Closing and Funding
COX Business Sales, Outbound Residential Sales
and Customer Retention Specialist April 2007-Jan. 2011
• Daily Hunting, Prospecting, telephone cold calling, appointment setting and follow up with Existing and Prospective Customers
• Exceeded “Net New” and “Renewal” monthly business Contracts/Revenue
• Upgraded and cross-sold existing customers into additional COX products/service offerings
• Collaborated with Construction Department to present Financial Analysis/Justification for a Fiber Build Outside COX Network “Footprint”.
• As a Customer Retention Specialist, I was a critical part of Mitigating Revenue loss in the
“Disconnect Queue” and did so by Re-Selling Value, Assessing Customer needs, Technical Trouble Shooting, “Right-Sizing” Customer’s Accounts and making Appropriate Recommendations of Products and Services.
• In top 10% consistently for 2.5 years while in the Outbound Sales to Consumer Department
• Department MVP (2007 and 2008) while in Outbound Sales Department
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