Customer Service Data Entry

Rochelle S. Floyd

Email: **********@*****.***

Phone: 770-***-****

Summary:

● Call Center/Customer Service Support

● XactAnalysis Verisk Certification

● 2+ years of experience using software platforms for claims management

● Proficient in Cora Platform, Xactimate, and Black Knight (ProfileGorilla)

● Experienced in vendor and service provider management

● Administrative skills: Data Entry Analyst, Filing, Answering and Routing Calls

● Scheduling and Calendar Maintenance

● Account Collections

● Internet Marketing Research

● AI certification GPT Chat and certification in chatbot development for creating interactive virtual assistants.

● Six Sigma Certified

Computer/Technical Skills:

● PD2 Max Dialer

● TLO Transfer (Skip Tracing Software)

● Adobe Acrobat

● Windows 10, Excel, Outlook 2016, XP, Vista

● Yardi Management Software

● Rent Roll

● Lead 2 Lease

● Buildium

● Onsite Management System

● UPS Data System

● Microsoft Office (Word, Excel, PowerPoint, Publisher)

● Outlook 365

● Clarifire, Lending Portal, SharePoint, Chrome, Skype

● Client Central, ADM Loan Search

● TPOT Advance Document Management System

● Microsoft Teams 365

Work Experience:

Genpact Contractor

October 2022 – Present

Job Title: CSR Operations

● Managed claim hardships and follow-ups on claims through XactAnalysis Verisk (XA).

● Coordinated water mitigation, GC repairs, contents restoration, and abatements jobs with vendors and carriers.

● Created and moved tasks for follow-up on outbound calls and managed inbound calls.

● Assisted with workmanship issues and resolved problems with insured parties and vendors.

● Created invoices and handled VRS invoices, including offset steps and fee collection.

● Proficiently used XactAnalysis Verisk, Cora Platform, Xactimate, and Black Knight

(ProfileGorilla) for vendor management and service provider coordination.

● Performed administrative tasks such as data entry, filing, and answering/routing calls.

● Maintained scheduling and calendar appointments. Infosys

July 2020 – September 2022

Job Title: Process Associate - Customer Service and Claims (SunTrust, now Truist Bank)

● Managed hardship applications through HUD and assisted clients with MAA applications.

● Worked with various investors, including Fannie Mae, Freddie Mac, and private loans

(VA, FHL).

● Processed post-dated payments and full payments.

● Managed high volumes of inbound and outbound calls, meeting quality metrics.

● Specialized in delinquent payment collections, including Escrow and PITI.

● Used Clarifire, Lending Portal, Black Knight, and other systems to manage claims and customer data.

Department of Revenue Services (Temporary Contract) Tobacco and Alcohol Division

January 2020 – July 2020

Job Title: License Specialist

● Processed licenses and maintained accurate documentation.

● Communicated with businesses to update and process license information.

● Handled inbound and outbound calls in a structured, law-enforcement-guided environment.

● Prepared and shipped licenses via mail.

Mindlance Financial Staffing

November 2019 – December 2019

Job Title: Loan Specialist

● Processed payday loans, mortgage loans, and personal loan applications.

● Managed refinance loan application processing.

● Updated post-dated payments and handled full payments.

● Managed high-volume inbound and outbound calls and delinquent payment collections. Paramount Mortgage

August 2017 – June 2019

Job Title: Customer Service Representative

● Handled 100-200 inbound calls per day, assisting with customer service and sales.

● Used PD2 Max Dialer and skip trace software for sales and loan transfers.

● Collected client information and entered data daily.

● Applied rebuttals and scripts to convert calls into sales. Manpower

September 2016 – February 2017

Job Title: Corporate UPS Call Center (Seasonal)

● Provided customer service support for inbound calls.

● Managed order confirmations, shipping details, and data entry in a warehouse environment.

● Worked with dispatch teams and performed data entry for lost/misplaced shipping codes. National Resolution Incorporation

August 2014 – October 2017

Job Title: Call Center/Collection Specialist

● Managed collections accounts and made 150-200 calls daily.

● Collected overdue payments on title loans, healthcare bills, and bail bonds.

● Used PD2 Max Dialer and TLO skip tracing software for collections.

● Assisted with team training under the assistant manager. Meridian Management, Atlanta, GA

May 2014 – April 2017

Job Title: Property Manager

● Increased occupancy rates from 45% to 90% through effective lead management and follow-up.

● Utilized databases and systems (Buildium, Onsite Management, Lead 2 Lease) for managing properties.

● Conducted background checks, credit checks, and employment verifications.

● Managed rent collections and prepared daily reports. Hillcrest Mortgage

March 2013 – February 2015

Job Title: Customer Service

● Used multiple databases and Excel to manage and organize data for management review.

● Handled data entry and customer service tasks, including inbound and outbound calls.

● Processed post-dated payments through the agent system. Education:

● Life University, Marietta, GA – Certificate

● R.S. Thomas Training for Property and Casualty, Savannah, GA

● Cornerstone Christian Academy, Darien, GA – Diploma, Academic Honors & Dean’s List Award

● Outstanding Volunteer Award

● CPR Certification

● Claim XactAnalysis Verisk Certification

Contact this candidate