Customer Service -Data
Resume:
OBJECTIVE
A detailed-oriented, fast-pace, motivated individual with many great skills sets who is looking to secure a challenging position in a reputable organization where expansion of training and skills can be exercised, while making a significant contribution to the advancement and success of the establishment.
CONTACT
PHONE:
EMAIL:
*************@*****.***
SKILLS
-Data analytics
-Independent and team collaboration
-Master Level of proficiency in Microsoft (Excel, PowerPoint, Outlook, Word, Access)
-Proficient in EPIC
-Proficient in Various Loan processing and customer service systems (SPSS, MSP/LPS, Ventanex, Black Knight, Five 9)
-Communication
-Master Skills in Customer Service & Collections
-Problem-solving skills
-Organizational skills
-Progress reporting
-Marketing and Advertisement
NOTES:
Career gap (2018-2023) was due to extended maternity leave.
KIERA THOMPSON
Graduate of Western Governors University Bachelors in Elementary Education
January 2021-August 2024 GPA 3.7
WORK EXPERIENCE
Gaston County Schools - Fourth Grade Teacher
August 2024–April 2025
Tracked student progress using formative and summative assessments, informing future instruction and support strategies.
Planned lessons according to district standards to cover requirements and prepare for standardized tests.
Implemented differentiated instruction methods to meet the diverse needs of each learner, ensuring academic growth across all ability levels
Maintained accurate records of student performance data, communicating progress with both students and families regularly throughout the year.
Provided warm, supportive environment for developing academic, social, and emotional growth.
Maintained knowledge of school curricula, standards and policies to correctly prepare students for higher grade levels.
UNC Health Blue Ridge- Billing Insurance Specialist
September 2023 – May 2024
Handled sensitive client information discreetly while always adhering to strict confidentiality protocols.
Analyzed payment discrepancies between invoices issued vs received payments, rectifying any errors promptly.
Worked effectively under pressure to meet tight deadlines, prioritizing tasks according to urgency and importance.
Entered data, tracked trends and escalated concerns to management.
Updated accounts with latest personal details and payment information.
Managed multiple priorities simultaneously during peak times without compromising quality or timeliness of work delivery.
Roundpoint Mortgage Servicing Escrow Analyst
April 2018-December 2018
Disbursed funds for delinquent, yearly, and quarterly taxes to tax agencies.
Managed escrow disbursements for paid-off loans and loans with escrow overages.
Maintained weekly correspondence with other departments and private vendors to ensure accuracy in records.
Processed emails and customer requests for escrow items while adhering to regulations.
Managed multiple escrow accounts simultaneously, prioritizing tasks according to deadlines and client needs.
Conducted thorough research on property titles, identifying potential discrepancies and addressing them proactively.
Resolved escalated loan-level issues, providing research and assistance to clients.
Coordinated wire transfers accurately and securely, ensuring proper disbursement of funds throughout each transaction’s life cycle.
Monitored property insurance coverage gaps and delinquent taxes within portfolio.
Ensured compliance with regulatory guidelines while executing all steps of the escrow process.
Collaborated with team members to coordinate complex transactions, promoting a seamless process for all stakeholders.
Prepared estimated closing statements for buyer and seller.
Examined purchase and sale agreement for potential items of concern and addressed immediately.
Roundpoint Mortgage Servicing Customer Service Specialist
January 2017-April 2018
Counseled customers on mortgage essentials, including payment processing and loss mitigation.
Conducted high-volume inbound and outbound calls to borrowers and third parties.
Processed payments while educating borrowers on company policies and self-help options.
Provided reporting to identify financial data related to delinquent accounts.
Assisted SPOCs and loss mitigation department with severely delinquent high-profile accounts.
Reviewed and approved repayment plan assignments to facilitate customer resolutions.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Monitored and managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Contact this candidate