Call Center Service Agent
Resume:
Karen S. Frank
(Customer Service Agent/Call Center Rep)
**** **** ******* **; Hudsonville, MI 49426
*************@*****.***
WORK EXPERIENCE:
June, 2020 – December, 2021
Boston National Title
Title Curative Specialist (Remote)
Reviewed title commitments for accuracy; if there were any errors, I took the necessary steps to correct the issues so that by the time the closing happened, the borrower would have a clear title commitment. My pipeline was about a rolling 100 files per month. This job was a remote position. We worked on teams to clear files and also maintain the goals set for by management.
May, 2017 – December, 2019
CSAA/AAA Insurance Group – Oklahoma City, OK
Licensed Claims Adjuster/Call Center Service Provider (Remote)
Thoroughly investigated all assigned accidents to determine the liability, including getting recorded statements from all parties.
Made sure the liability decisions were based on gathered facts and diagrams from everyone.
As a call center service agent, answered incoming calls from our insureds and agents resolving issues on the first call. Took phone payments, added or removed vehicles or drivers. Answered any questions the insured customers had.
Met or exceeded the goals that were set and had mainly perfect NPS scores. First month on the floor won the employee of the month for having the most perfect 10 NPS scores.
Oct, 2016 – April, 2017
DART Transit – Eagan, MN
Claims Associate (Hybrid/Remote)
Handled all aspects of accident claims with our tractor-trailer drivers, including getting statements from all of the parties involved and determining who was responsible for the accident.
Contracted out the repairs to one of our preferred vendors throughout the country.
Made sure that all repairs were completed in a timely manner and within our pricing guidelines.
Made sure all involved parties were kept up to date along with subrogating to the responsible parties for all monies laid out.
Nov, 2013 – Sep, 2016
Platinum Title Partners – Austin, TX
Escrow Assistant
Receipted all sales contracts giving copies to all parties. Made notes on the outside of each file with important transaction details so nothing slips through the cracks.
Ordered title work, took care of any issues in the title commitment, HOA Resale Cert, home warranty prior to the closing date.
Worked closely with the buyers, sellers, and lenders to assure all parties were fully aware of the time line and was needed from each one of them.
Prepared the HUD settlement statement for the escrow officer and printed all of the documents that went with the lender’s package to sign.
Packaged the lender documents back to them by the following day. Got the funding number required by the lender to be able to disburse file accordingly making sure that all payoffs were wired or overnighted. After all was done, kept track of documents being recorded changing title and receipt and recording of the payoff release.
May, 2013 – Oct, 2013 (Temp job)
Reliant Title, Inc. – Austin, TX
Escrow Assistant
Same job responsibilities from the position above with additional responsibilities.
Scheduled all of the closings for the assigned escrow officers.
Made sure the buyers, sellers, and agents were in the correct closing rooms and were comfortable while they waited.
Packaged lender files and couriered back to the lender the same day.
(More work history available upon request)
EDUCATION:
2010 – 2011
Associates Degree – Business/Accounting
American InterContinental University
GPA: 3.93
2011 – 2013
Bachelor’s Degree – Business/Finance
American InterContinental University
GPA: 3.81
2013 – 2014
Masters Degree – MBA
American InterContinental University
GPA: 3.82
2014 – 2015
Masters Degree – MED (Masters of Education)
American InterContinental University
GPA: 3.54
SKILLS:
Critical thinking
Team Player
Independent Worker
Fast learner
Organized
Problem solving
Call center experience
Remote experience
Team building
Building customer relations
First Call resolution
Policy creation
NPS skills
Detail oriented
Good leader
MS Office
Contact this candidate