Customer Service Support Specialist
Resume:
STEPHANIE MURRELL
Detroit, MI 48208
*******@****.***
SUMMARY
Energetic, efficient customer support specialist with reputation for producing high volume, error-free work. Received numerous letters and awards for outstanding customer service. Handled confidential information on a daily basis. Seeks opportunity to join company where hard work and good attitude are recognized and rewarded.
PROFESSIONAL EXPERIENCE
Rocket Mortgage Executive Closing Specialist. Detroit, MI 2020-2024
Calculated final closing costs for buyers.
Called and went over final numbers and questions.
Confirmed taxes and contracts and other closing documents are received.
Reviewed and maintained open communication with title agencies and other departments within the company to make sure the documents were cleared and able to close on time to meet closing dates.
Customer service.
Data entry.
Rocket Mortgage Executive Title Coordinator. Detroit MI 2016-2020
Coordinated with Title agencies to get title commitments and Title associated documents.
Confirmed annual taxes for the buyer and proration.
Reviewed contracts and lien documents and obtained needed release.
Assisted other departments with obtaining documents needed to clear buyer for closing.
COMCAST Retention specialist Sterling Heights, MI 2012-2016
Handled escalated calls.
Updated clients service plans.
Retained clients business if unhappy with the company.
Provided excellent customer service.
VERIZON WIRELESS, Southfield, MI 2010-2012
(Nationwide provider of cellular and data communication services.)
Sr. Customer Representative
Assisted customers with billing and technical questions.
Logged in all calls into PC based system (Rockwell) to ensure smooth flow of service to large customer base.
General billing queries.
Explained products and services.
Tier 1 Voice and Data trouble shooting.
Motivated customers to upgrade to grown revenue.
Conducted on-line research of historical documents.
Evaluated cellular accounts and offered economical rate plan options.
Filed and faxed as necessary.
VERIZON WIRELESS, Southfield, MI 2005-2010
Sr. Financial Service Representative
Assisted customers with setting financial arrangements and collection inquiries.
Resolved customer disputes and discrepancies.
Suspended, canceled and restored cellular and data services.
Recognized and addressed fraudulent accounts.
Collected past due accounts through utilizing various collection systems such as Vision, ACSS, and CACS.
Used multiple methods to collect or secure payments.
VERIZON WIRELESS, Southfield, MI 2002-2005
Sr. High Risk Collections Representative
Handled inbound and outbound collection calls for High-risk customers in efforts to collect debt and avoid third party collections.
Negotiated and motivated customers to keep payment agreements.
Educated customers on importance of paying on time.
Skip traced to assist in collection efforts.
Handled high volume calls.
Assisted with expunging process.
Increased customer rapport by providing follow up customer service.
STEPHANIE MURRELL
248-***-**** *********@*****.***
VERIZON WIRELESS, Southfield, MI
Sr. Credit and Activations Representative
Processed credit applications for potential customers.
Handled high volume inbound calls.
Assisted in training new hires.
Skipped trace to resolve credit discrepancies.
Handled escalation calls from internal representatives.
Built customer accounts.
Resolved phone number discrepancies.
Education
Associates of Applied Science
Wayne county Community College
Professional Skills
Languages Software
COBOL MS Word
FORTRAN Word Perfect
C++ MS Outlook
A+ MS Excel
Operating Systems
Windows NT
PC
Intel Thin Client
Authorized to work in the United States
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