Customer Service Representative
Resume:
Stephanie Murrell
Contact
Detroit, MI 48208
*******@****.***
Professional Overview
Banking professional with a strong foundation in customer service and finance. Strong communication and people skills to deliver exceptional client experiences. Commitment to timelines, ensuring effective error free work to build lasting relationships and contribute to a collaborative team atmosphere.
Education
Wayne County Community College
Detroit, MI 48208
Associates of Applied Science
GPA 3.8
Technical Skills
COBOL
FORTRAN
C++
A+
MS Word
Software
MS Excel
Word Perfect
MS Outlook
CHAT Support
Workday
Problem Solving
Document management
Customer relationships
Closing cost calculation
Escalation Handling
Data Accuracy assurance
High volume call
Cross department collaboration
Financial arrangement support
EXPERIENCE
Experience
Rocket Mortgage Executive Closing Specialist
Detroit, MI 2020-2024
Calculated final closing costs with precision, ensuring compliance and reducing discrepancies, resulting in smoother transactions.
Coordinated with title agencies to streamline closing processes, meeting deadlines and improving operational efficiency.
Maintained effective communication across departments for timely document clearance, enhancing workflow and client satisfaction.
Addressed customer inquiries promptly, fostering trust and improving overall client satisfaction. Executed precise data entry, supporting seamless operations and contributing to marked gains in departmental productivity.
Enhanced closing accuracy by implementing a detailed review process, reducing discrepancies and ensuring smoother transactions for clients.
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.
Xfinity Retention Specialist
Sterling Heights, MI 2013-2016
Handled escalated calls.
Updated clients service plans.
Implemented proactive customer outreach strategies resulting in marked increase in customer retention rates and improved satisfaction.
VERIZON WIRELESS Senior Customer Service
Southfield, MI 2010-2012
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
Sr. Financial Service Representative
Southfield, MI 2005-2010
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.
VERIZON WIRELESS-
Sr. High Risk Collections Representative
Southfield, MI 2002-005
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.
VERIZON WIRELESS, Southfield, MI 2000-2002
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.
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