Customer Service Financial Services

Nakia Williams

***** ******** • Detroit, MI *****

Phone 810-***-**** • Email ***********@*****.***

Professional Summary

Customer-focused and results-oriented professional with experience in high-volume service environments, including financial services, government assistance programs, and hospitality. Adept at handling complex inquiries via phone, email, chat, and virtual platforms (e.g., TEAMS), ensuring timely and accurate resolution. Known for clear documentation, strong problem-solving skills, and the ability to educate customers to achieve first-contact resolution. Flexible and dependable team player with a strong attendance record and commitment to service excellence.

Professional Experience

Penn Entertainment – Detroit, MI

Banquet Server

03/2010 – Present

●Provide exceptional service during weddings, meetings, and private events while maintaining attention to detail in setup, service, and breakdown.

●Collaborate with team members to ensure guest satisfaction in fast-paced, time-sensitive environments.

●Adapt to various event schedules and roles, demonstrating flexibility and reliability.

Flagstar Bank – Troy, MI (Remote)

Sr. MERS/eRegistry Analyst

12/2019 – 03/2023

●Resolved data discrepancies by generating and analyzing monthly reports for multiple master servicers.

●Performed VLOOKUPs and reconciliations to ensure accuracy of records in alignment with regulatory standards.

●Communicated with third-party vendors and internal teams to support timely assignment processing and issue resolution.

●Participated in team meetings to address process updates, performance metrics, and compliance changes.

Wayne Metro – Detroit, MI (Remote)

Customer Service Representative

10/2021 – 12/2022

●Supported tenants and landlords applying for COVID Emergency Rental Assistance (CERA), responding to inquiries via phone and email.

●Guided customers through application completion, document submission, and case updates, ensuring efficient case management.

●Maintained accurate and timely communication records, demonstrating adherence to service-level agreements and program guidelines.

●Collaborated with case managers and maintained a professional tone across all channels.

Amrock – Detroit, MI

Closing Coordinator

Dates Needed – Add Here

●Facilitated real estate transactions by coordinating with buyers, sellers, attorneys, and agents to ensure clear and compliant closings.

●Prepared closing documents, processed payoffs, and issued deeds while adhering to company policies and timelines.

●Delivered prompt responses to inquiries and maintained detailed documentation throughout the transaction lifecycle.

Key Skills

●Customer Service & Support

●First-Call Resolution

●Multi-Channel Communication (Phone, Chat, Email, TEAMS)

●Documentation & Reporting

●Conflict Resolution

●Attention to Detail

●Schedule Flexibility

●Remote Work Experience

●High-Volume Inquiries

●Problem-Solving

●Data Entry & Quality Assurance

●Microsoft Office & Excel (VLOOKUP)

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