Grand Rapids Customer Service
Resume:
TRACY L. JACKSON
Grand Rapids, Michigan
*********@*****.***
OBJECTIVE Solutions orientated tenacious with focus on details and accuracy; ability to meet customer needs while adhering to deadlines.
Team building
Strong organizational skills
Budget planning
Researching
Great Customer service skills
EDUCATION Davenport University, Grand Rapids, MI, August 2000
Associate of Applied Science (A.A.S) - Legal Studies - Certificate Received
EXPERIENCE
February 2023 Present Chapel Hill Memorial Cemetery- Grand Rapids, MI
Head Administrator
Contract processing and quality control, including verification that all contracts are valid before entry.
Banking duties: cash receipt entry, deposit slips, credit card transactions and bank deposits. May include trips to the bank for actual cash deposits.
Cemetery daily processing of IOA’s (Interment Order and Authorization), following the company standards and policies.
File maintenance and record keeping update customer files including all new sales and burials. Scan all documentation as required. Maintain Records of all memos, e-mails, corporate policies, and programs implemented.
Human Resources: coordinate onboarding responsibilities as needed.
Accounts Payable: Ensure all bills are paid promptly. Process all purchases and invoices through the current system.
Deeds and Certificates: Provide deeds and certificates to Sales Management each week. Log and process according to your location and or state guidelines. Trust Certificates: Check for accuracy, compare to contracts, sign and place in custom file return (email) to the Home Office Trust Department.
Work and Memorial Orders – Order Memorials when PIF (Paid in Full). Manage work orders for Park Services.
White Board Meetings– Take part in daily meetings between Administration, Maintenance, and Sales Department.
Reporting: may include Trust, state required, and month-end processing.
August 2020 to September 2022
First American Title - Grand Rapids, MI
Escrow Assistant
Reviews and clears discrepancies on title (order payoffs, subordinations, deeds, addressing judgments, etc.)
Adherence to established company policies and procedures
Keeps a working pipeline; works new files
Answers inbound phone calls and emails
Make outbound phone calls and send emails
Handles multiple tasks and adjusts to changes in workflows and pipelines
Ability to work multiple clients daily while staying within each client’s guidelines
October 2019 to August 2020
Insync Staffing - Grand Rapids, MI
Curative Representative
Reviews and clears discrepancies on title (order payoffs, subordinations, deeds, addressing judgments, etc.)
Adherence to established company policies and procedures
Keeps a working pipeline; works new files
Answers inbound phone calls and emails
Make outbound phone calls and send emails
Handles multiple tasks and adjusts to changes in workflows and pipelines
Ability to work multiple clients daily while staying within each client’s guidelines
April 2018 to November 2018
Charter Communications, Walker, MI
Retention Specialist
Manage incoming calls/Call center
Retails sales/ TV, Internet, phone, mobile phone
Billing
Customer service
Retention for on going services
Minimum of 15 to 80 calls per day
Training for sales of services
June 2017 to March 2018
Home Care, Grand Rapids, MI
Caregiver
Caring for elder family member
April 2017 to May 2017
Fifth Third Bank (Aerotek Professional Staffing)
Multi Stage Collections
Pursues communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to resolve delinquency
Identify, evaluate, and resolve reasons for delinquency
Record all collection efforts via the collection system ensuring that all accounts are noted accurately
October 2016 to November 2016
National Heritage Academies (K force Professional Staffing)
Administrative/Data Entry
Data entry of student and family data
Other administrative projects
July 2015 to September 2016
Home Care, Grand Rapids, MI
Caregiver
Caring for elderly family member
February 2015 to June 2015
Penny Mac LLC – Fort Worth, TX
Escrow Specialist
The Escrow Department is responsible for all tasks associated with customers ‘escrow accounts. This includes, escrow analysis, adding or deleting escrow accounts, property tax payments, delinquent tax monitoring, hazard insurance tracking, lender placed insurance, PMI payment disbursements and managing the property loss draft process.
April 2011 to April 2014
Wingspan Portfolio Advisory, Dallas, TX
Inline Specialist, December 2012 to April 2014
Receiving correspond from customers regarding the mortgage loan, including modifications, foreclosure, payment issues, and escrow.
Researching customers request, concerns, or treatment and responding per written free form correspondence.
Having experience and being knowledgeable of Federal Deposit Insurance Corporation (FDIC) guidelines, rules and regulations.
Identify and trouble shoot for possible errors in outgoing letters.
Perform root cause analysis in order to discover the source of errors.
Bring to the attention of management any practices or processes that adversely affect quality.
Having the ability to handle multiple tasks, prioritize projects while meeting deadlines in both an independently and team environment.
Making sure that Department of Justice guidelines are met and followed in a timely manner while meeting out Quality goal.
Default Servicing Complaint Resolution Advocate, April 2011 to December 2012
Response to escalated borrower complaints through written response
Resolve borrower complaints by determining the cause of the issue, selecting and explaining the best resolution to solve the problem, expediting the correction or adjustment and following up to ensure resolution.
Document all conversation into Wingspan's system of record as well as successfully navigating the servicing system, Research borrower accounts utilizing various customer systems.
October 1996 to April 2010
Grand Rapids Urban League, Grand Rapids, MI
Director of Operations - Child and Adult Care Food Program, September 2004 to April 2010
Develop, implement and oversee the daily operational functions
Planning, executing, monitoring and managing the administrative functions of Child and Adult Care Food Program (CACFP)
Managing policies, regulations, procedures and special projects/assignments
Interaction with State, Federal officials’ customers and supporters.
Executive Assistant to President/CEO, October 2000 to August 2004
Ensure support processes are followed.
Coordinate with other support teams and promote consistency.
Assist in prioritization of tasks.
Foster strong relationships within business areas.
Allocate resources to prioritize activities and tasks.
Claims Representative, October 1996 to September 2000
Received monthly menus and support documents.
Verified active status of participating providers.
Verified enrollment status of children.
Input totals for check processing.
Distributed checks to over 600 providers.
Traveled to daycare homes to assess progress.
Proofed and tallied monthly reports.
Input CE forms.
References: Dr. Walter M. Brame-616-***-****
Mr. Sam Mickens – 616-***-****
Sassanae Green 734-***-****
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