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