Customer Service Representative

SaKeeya Peppers

Work Experience

Customer Service Representative

Puma 10/2024 -12/2024 (Seasonal)

Handles inbound support requests, diagnosing and resolving all customer issues.

Assisted customers with product inquiries, order processing, and account management.

Developed and maintained a deep understanding of company products and services to provide accurate services.

Consistently received positive feedback from customers and management for professionalism and efficiency.

Team Lead

Teleperformance 2/2020 – 3/2024

Led a team of 20 agents, providing guidance and support to ensure they met daily targets and service goals, consistently handling 250-300 calls per day.

Summarized the information gathered from call listening performed by the team, providing additional insights as necessary.

Monitored team performance and assisted with troubleshooting issues, jumping into calls when needed to provide solutions and maintain service quality.

Utilized Excel daily to track team metrics, analyze performance data, and ensure that the team was meeting set goals and KPIs.

Manage the performance of QA’s workload to ensure deadlines are met and call listening targets are achieved.

Contributed to a high level of customer satisfaction, resulting in repeat business and positive client feedback.

Delivered high-quality customer service by addressing client inquiries, processing requests, and resolving issues.

Proactively identify, analyze and improve existing business processes to meet goals and objectives.

Title Examiner

Allstate March 2017 to December 2019

•Conduct comprehensive title searches for residential and commercial properties, reviewing public records, deeds, mortgages, tax liens, and other legal documents to ensure clear property titles.

•Provide detailed reports on title findings to management and assist with title clearance, ensuring compliance with local, state, and federal regulations.

•Collaborate with closing agents, underwriters, and real estate professionals to facilitate smooth and timely closings.

•Verify and approve correctly filed claims for payout in a timely manner.

•Maintain accurate and organized records of title searches and findings for ongoing and future transactions.

•Communicate title findings and resolution progress to clients, answering questions and providing updates to ensure transparency and satisfaction.

Benefits Advisor

Extend Health December 2013 to March 2016

Provide expert consultation to employees on benefits offerings, including health insurance, dental, vision, retirement plans, and wellness programs.

Advise employees on the most appropriate benefits plan selection based on their individual needs and preferences.

Maintain accurate records of employee enrollments, changes, and benefit elections, ensuring data integrity and privacy.

Collaborate with third-party vendors, insurance carriers, and brokers to resolve claims issues and improve plan offerings.

Ensure compliance with federal and state regulations (HIPAA, ACA, FMLA, ERISA) in all benefit-related activities.

Jr Underwriter

Corelogic July 2010 to November 2013

•Reviewed all information submitted for FHA/VA approval/foreclosure.

•Reviewed delinquent loans such as GSE, SFO and DOJ for HAMP

•Procured and verified LTV on all home loans.

•Utilized QMS to compile and track performance.

Collection-Loss Mitigation Specialist /Loan Processor

Citigroup March 2005 to June 2010

•Resolved title issues that may possess any type of lien.

•Evaluate loan for foreclosure process.

•Analyzed data such as income calculation and debt-to- ratio.

•Procure home and or auto loan to bring account current.

•Research buyer information for correct title placement.

Education

Business Accounting Certificate

CCI Training Institute June 2014 to March 2015

High School Diploma

Skyline High School

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