Customer Service Inbound Calls

ANDREA HUFF

North Chesterfield, Virginia 804-***-**** ********@******.***

Professional Summary:

An organized, detail oriented, and conscientious self-starter, able to strategize and prioritize effectively to accomplish multiple tasks. Calm under pressure with a solid understanding of customer and car loans and customer service in the banking and credit union industries.

Experience:

Senior Customer Success Representative Wells Fargo Bank, Glen Allen, VA March 2022-Present

Accept inbound calls from small business customers with questions about their accounts.

Service customers needing assistance in walking them through the steps to complete tasks on the bank’s website.

Accept inbound calls from customers needing to make payments for business loans.

Troubleshoot customer issues to find solutions.

Deliver high quality support by email, phone and chat.

Reset online access for customers.

Use the system of record for Wells Fargo to answer customer’s questions.

Service customers with questions about their credit card accounts.

File claims for disputed items on the business accounts

Create a connection and developed rapport with customers to provide outstanding, personalized service

Follow established policies, procedures and guidelines to protect both the customers and the company

Adhere to company policies and procedures.

Auto Loan Escalation Specialist/ Auto Loan Title by Phone Representative/ Auto Loan Customer Service Representative JP Morgan Chase Bank, Tampa, FL January 2014-March 2022

Accepted inbound calls regarding complaints and issues customers had

Tracked the cases in the system of record

Accepted inbound calls regarding Vehicle Titles for customers and Dealerships.

Provided professional and customer friendly delivery of service to external customers.

Assisted customers with inquiries and/or problem resolution regarding Titles in a professional and composed manner while delivering customers responses in a timely and accurate manner.

Documented all account activity in the system of record.

Created a connection and develops rapport with customers to provide outstanding, personalized service.

Followed established policies, procedures and guidelines regarding Titles to protect both the customers and the company.

Remained abreast and informed of changes in the company’s services and procedures.

Adhered to company policies and procedures, code of ethics and all Federal, State and local laws.

Maintained performance and production standards to meet department expectations and company goals.

Accepted inbound calls in a fast paced environment handling a high call volume of 70 to 100 incoming calls a day.

Provided professional and customer friendly delivery of service to external customers.

Assisted customers with inquiries and/or problem resolution in a professional and composed manner while delivering customers responses in a timely and accurate manner.

Legal Document Specialist Curphey & Badger Law, Clearwater, FL August 2010-October 2013

Examined Deeds, Legal Descriptions, and Chain of Titles to determine the integrity of the chain

of title and if the property is conveyable.

Assisted with the prepared of deeds and state forms according to the terms, conditions and exclusions that are acceptable by Government entity standards.

Followed department policies and procedures to file documents in secured document locations.

Documented and uploaded appropriate Deed and state forms into the Company's proprietary processing system as well as the Shared access sites deemed as required by clients.

Interacted positively within a team environment while serving as first point of contact between teams, while working with Attorney vendors and entering orders as needed.

Prepared Warranty Deeds per customer needs in all fifty states

Discussed issues with customers to ensure accuracy and proper data input was achieved

Met procedural and state specific requirements for prepare recordable deeds

Updated and produced production reporting for upper management

Provided direction to assist team members when needed

Assistant Infant Teacher Learning Garden Pre-School/Building Blocks Child Development Center, LaGrange, KY October 2007-June 2009/August 2004-November 2006

Responsible for taking care of the needs of a group of infants and toddlers

Maintained clean areas

Worked with parents to meet children’s specific needs

Planned daily activities for the toddlers

Loan Specialist/Member Service Representative Virginia Credit Union, Richmond, VA March 1998-May 2000

Accepted inbound calls to answer member questions, concerns and to provide direction to meet members’ needs

Prepared and developed detailed loan statistical and financial data reports for management

Researched member loan inquiries and resolved loan errors

Stayed informed of consumer lending regulations

Reviewed loan reports to monitor and fix errors

Researched member disputes to credit reporting errors

Assisted in the development of a more efficient way to track credit card applications

Member Service Representative Synthetic Federal Credit Union, Hopewell, VA January 1994-March 1998

Assisted members with deposits, withdrawals, transfers and loan payments

Maintained current files and information on membership

Served as Share Draft Coordinator for Credit Union, which included contacting and updating members on current funds for payment of drafts

Restructured and improved tracking system of members for share drafts

Aided loan officer by obtaining credit reports, verifying insurance information on vehicle loans, received and processed vehicle titles, and disbursed loans to members

Skills & Abilities:

The ability to work in a fast paced environment

Ability to remain accurate under pressure

The ability to pay close attention to detail

Empathy. Patience and problem solving mindset

Strong multitasking and organizational skills

Ability to interact positively within a team environment

Proficiently with Excel and other Microsoft Office products

Strong written and oral skills

Type 60 WPM

Creative problem solver

Attention to detail

Ability to give exceptional customer service

Excellent oral and writing communication

Advanced MS Word and Excel

Proficient in cash handling

Proficient Credit Card Service

Quick Learner and Adaptable to change

Education & Training:

June 2006 JEFFERSON COMMUNITY COLLEGE, Louisville, KY

Early Childhood Development Certificate

Sept 1992-May 1993 RICHARD BLAND COLLEGE, Petersburg, VA

Fine Arts – Attended 1 year

Sept 1991-May 1992 COCHISE COLLEGE, Sierra Vista, AZ

Fine Arts – Attended 1 year

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