Customer Service Care

Charmaine Watson

*********.*.******@*****.*** 404-***-**** Houston, TX

SUMMARY

Experienced professional with 10 + years in customer-focused roles, seeking a position as a Customer Service Advocate or in Mortgage Services. Proven track record in managing diverse customer interactions, advocating for customer needs, and enhancing service processes through advanced communication and problem-solving skills. Strong background in Mortgage Servicing, Residential and Commercial Title Escrow, Customer service management and relationship building, ensuring high levels of client satisfaction and operational efficiency. WORK EXPERIENCE

Percepta Houston, TX

Case Manager Mar 2024 - Present

• Manages customer service interactions focused on repair assistance, financial aid facilitation, and feedback collection from customers and dealerships.

• Guides customers in developing actionable plans for vehicle repairs and parts acquisition, ensuring clarity and efficiency in resolving automotive issues

Continuum (Remote Team) Houston Texas

Customer Advocate Sep 2023 - Mar 2024

• Managed pharmaceutical claims by efficiently handling inbound calls to ensure customer satisfaction.

• Built trust with clients by advocating for their needs and addressing issues effectively.

• Communicated weekly progress updates to management on all cases.

• Conducted regular follow-ups and maintained ongoing interactions with clients concerning their cases.

• Achieved complete resolution of all cases by the designated goal dates. Equus Workforce Solutions (CONTRACT) Houston, TX

Eligibility Specialist Mar 2023 - Sep 2023

• Evaluated and verified client eligibility for childcare services and educational scholarships, ensuring accuracy in data entry and calculations within a high-volume setting.

• Provided customer support via chat and remote communication channels, effectively addressing and resolving client inquiries.

• Completed cases to place clients in childcare services and secure educational scholarships successfully. Stewart Title Guaranty Company (CONTRACT) Houston, TX Escrow Assistant / Closing Coordinator Jul 2022 - Feb 2023

• Managed the file process from initiation to closing, addressing curative issues to ensure title clarity.

• Ordered and reviewed tax certificates and curative reports to support a clean chain of title before closing.

• Processed and released the Final Title Policy to clients post-closing. DOMA Title (Formerly States Title) Houston, TX

Escrow Concierge/Title Curative Coordinator Nov 2022 - Jul 2023

• Provided comprehensive customer service by addressing inquiries from vendors, customers, title agents, and mortgage personnel regarding the closing and title processes.

• Managed escrow funding disbursements, ensuring financial accuracy and compliance to enhance the efficiency of the closing process.

• Reviewed and resolved complex title issues, including vesting discrepancies, judgments, and liens to ensure accurate title curative documentation.

• Expedited the title clearance process, contributing to timely and efficient property transaction closings.

• Cleared property liens and addressed title disputes, maintaining high levels of customer satisfaction through effective communication.

• Utilized specialized industry software, such as Data Tree and Data Trace, to conduct thorough tax searches integral to the curative process.

• Demonstrated strong independent work ethic, managing priorities to adhere to strict deadlines in a dynamic environment.

• Enhanced operational efficiency by implementing effective title curative solutions and ensuring compliance with regulatory standards.

• Collaborated with cross-functional teams to streamline processes and improve communication during the title curative process.

• Maintained detailed records and documentation to support title clearance and curative activities, ensuring accuracy and regulatory compliance.

Stearns/Guaranteed Rate Houston, TX

Mortgage Loan Closer Aug 2020 - Nov 2021

• Preparation of accurate mortgage closing documents while making sure that they are in compliance and include the correct information

• Reviewed all closing documents for efficient closing, funding and issuance of final title policy Guaranteed Rate/Stearns Mortgage Remote

Closing Coordinator Aug 2020 - Nov 2021

• Prepared Preliminary and Final Closing Disclosures for client review, ensuring accuracy before final distribution to all parties involved in the closing process.

• Evaluated loan closing documentation for accuracy and completeness, ensuring compliance with underwriting requirements and regulatory guidelines.

• Facilitated the closing process by coordinating with all relevant parties to authorize funding and finalize transactions.

Plexos Group / FEMA AECOMM (CONTRACT) Baton Rouge, LA Disaster Inspector / Damage Assessor Nov 2018 - May 2019

• Conducted detailed on-site assessments to evaluate damage to properties and infrastructure using established guidelines.

• Compiled comprehensive data, including measurements and photographs, to create thorough damage assessment reports.

• Interacted with disaster survivors to provide clear explanations of processes and verify information.

• Generated reports to facilitate recovery efforts, ensuring accuracy and clarity.

• Provided technical assistance by identifying potential hazards and suggesting mitigation measures.

• Ensured compliance with safety and construction standards in disaster-impacted regions.

• Monitored the removal and proper disposal of debris to maintain environmental and safety standards.

• Conducted assessments to mitigate potential impacts on local resources following disasters.

• Demonstrated strong communication and problem-solving skills in interactions with survivors.

• Maintained professionalism and adaptability in challenging and rapidly changing settings. SGS Mortgage Company Houston, TX

Mortgage Loan Closer / Funder Jun 2014 - Nov 2017

• Reviewed and prepared Pre-Closing Disclosures to ensure accurate and compliant documentation for transactions.

• Prepared Closing documents and Settlement statements to facilitate seamless transaction finalization.

• Resolved title report inconsistencies to ensure smooth and timely Closings.

• Ensured closed files maintained accuracy in closing figures while delivering a positive customer service experience. EDUCATION

Clear Creek High School

High School Diploma, General Courses

League City, Texas

Texas Christian University

Non-Graduate, Public Relations/Finance

Ft. Worth, Texas

CERTIFICATIONS

Notary Public, State of Texas 2022

Auto Adjuster Certification, 1st Adjuster School 2024 Bodily Injury Medical & Liability Claims Certification, 1st Adjuster School 2024 Workmen’s Compensation Certification, 1st Adjuster School 2019 MBNA, Mortgage Banking Certification 2016

SKILLS

Problem Solving • Document Preparation • Customer Service Management • Analytical • Interpersonal Leadership • Advanced Communication • Written Communication • Documenting/Summarizing • Critical Thinking • Customer Service • Risk Assessment • Problem-Solving • Technical Proficiency in Mortgage Software • Relationship Building

• Communication • Attention to Detail • Mortgage Industry Knowledge • Financial Analysis • Time Management • Loan Closing • Closing Disclosure Analyst • Closing Coordinator • Front /Back End Processor • Claim Processor • Microsoft Excel • Microsoft Word • Ramquest Title Software • Softpro Software • Loan Processing • Microsoft Office

• Encompass Mortgage Software • Calyx • AIM Software • CRM (Various) • Los • Loan Processing Knowledge • Microsoft Office Proficiency • Regulatory Compliance • Resware Proficient • Multitasking

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