Service Representative Customer
Resume:
Flemon Hope
Professional Summary
Seasoned Customer Service Representative with over 20 years of experiences working with all levels of clients and management. Seasoned representative in de-escalating tense situations while expertly maneuvering to resolve all complex issues and complaints. My experience as a Senior Customer Service Representative has allowed me to be a mentor to my teammates that helps to foster positive customer experiences. I believe that being a positive and resourceful team member allows me to provide the ideal customer experience when assisting clients with processing orders or resolving complaints. I am a great problem solver that uses creativity and resourcefulness to get the job done, while leaving the customer feeling fulfilled and happy with the end result. I’m an expert in property appraisals, loan contracting, and renovation assessments. I’m an organized and dependable candidate that’s successful at managing multiple priorities with a positive attitude. I also have the willingness to take on added responsibilities to meet team goals. I have won numerous individual awards while employed with USG. An example of this would be the 2006, 2009, and 2015 Go The Distance Award which is awarded to individuals that regularly go above and beyond their required duties to resolve issues, both internally and externally. What make the award even more special is that you are nominated by your peers.
Work History
Coldwell Banker Realty - Real Estate Broker
Oakbrook Terrace, IL
10/2022 - Current
Negotiated real estate contracts to navigate transactions between buyers and sellers.
Compared properties possessing similar features to determine competitive market prices.
Liaised between property owners and prospective buyers to facilitate purchase and transfer of ownership.
Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.
Worked closely with clients to facilitate appropriate loans, inspections and credit reports.
Obtained agreements from property owners to place properties for sale with real estate firms.
Assisted clients in financial planning for purchase.
Collected fees and documented payment processes for property transactions.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Ensured that all real estate transactions were in compliance with all applicable laws and regulations related to purchase, lease or sale of properties.
Currently act as my own property manager for my own portfolio of properties.
USG - United States Gypsum – Customer Service Representative
Chicago, IL
07/2005 – 1/2023
Managed the key daily operational interface of our customers.
Proactively manage effective working relationships with customers providing them with agreed upon service level, sales order support, complaint handling and issue resolution.
Entered all orders that came into the center via calls, emails, EDI or fax.
Tracked all orders and coordinated with carriers to ensure timely delivery to customer warehouses and job sites.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Proactively manage effective working relationships with customers providing them with agreed upon service level, sales order support, complaint handling and issue resolution.
Handled all calls regarding technical questions regarding manufacturing and installation of all USG products including, but not limited to, sheetrock, fire-rated assemblies, shaft wall assemblies, exterior substrate systems and floor underlayment.
Responsible for responding to all architectural inquiries related to data submittal sheets, MSDS sheets and UL Certifications.
Proactively identify critical service issues with the customer and if an alternative delivery cannot be agreed upon use the internal prioritization and escalation process to resolve.
Berkshire Hathaway Home Services - Real Estate Broker
Elmhurst, IL
04/2017 - 10/2022
Negotiated real estate contracts to navigate transactions between buyers and sellers.
Compared properties possessing similar features to determine competitive market prices.
Liaised between property owners and prospective buyers to facilitate purchase and transfer of ownership.
Advised clients on mortgage and housing conditions to identify successful properties and promote customer satisfaction.
Carried out day-day-day duties accurately and efficiently.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Demonstrated respect, friendliness and willingness to help wherever needed.
Zacks Investment Research - Assistance Research Analyst
Chicago, IL
03/2003 - 07/2005
Analyzed statistical data using both modern and traditional methods.
Interpreted data and made recommendations from findings.
Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.
Assisted with conducting research for Zacks clients on internet strategies and trends as it relates to the stock market.
Cataloged data and research into Zacks databases.
Collected data on competitors, consumers and marketplace and consolidated data into presentations and reports.
Aon HR Consulting - Pension Customer Service Representative
Chicago, IL
02/2001 - 03/2003
Handles all in-bound customer calls regarding their pension account status and payments.
Responsible for staying in compliance with ISO 9001:2000 quality assurance and client agreement standards.
Authorized account balance program lump sum payments.
Responsible for interacting with client's employee benefit counselors as well as third party service providers to support the full-service pension process.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
**********@*****.***
2858 Sunnyside Ave
Westchester, IL 60154
Skills
Proficient in Microsoft Office, Excel, Power Point, Access, Oracle and Salesforce
Expert at de-escalating irate customers
Appraisal Procedures
Demonstrated ability to manage personal property portfolio.
Commercial Property
Rental Management
Real Estate Industry Understanding
Buyer Seller Agreements
Client Needs Assessment
Education
Triton College
River Grove, IL
No Degree: Business Management
Lewis University
Romeoville, IL
No Degree: Business Management
04/2017
Inland Bank School of Real Estate
Oakbrook Terrace, IL
IL Real Estate License: Real Estate
08/1996
Triton College
River Grove, IL
Real Estate Sales Certificate: Real Estate
06/1989
Von Steuben Metropolitan Science Center
Chicago, IL
High School Diploma
.
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