Senior Customer Service & Mortgage Support Specialist
Resume:
CONTACT INFO
*********@*****.***
Maricopa, AZ 85138
EDUCATION
License For Insurance: Property &
Casualty Insurance
Oregon Insurance School
Portland, OR
Certified Degree in Business &
Travel
Business Accounting And Travel
NW Business College
06/1983 - current
Portland, OR
High School Diploma
Redmond High School
06/1982 - current
Redmond, OR
SKILLS
De-escalation Techniques
Responding Upbeat and Positive
Personality
Team to Difficult
Customers/Members Player &
Willing to Assist Others
Understanding Customer Needs
Inbound and Outbound Calling
Patient and Empathetic
Multitasking and Prioritization
CAREER OBJECTIVE
30 years of Executive Personal Customer service experience. Willing to go the extra mile with high levels of respect for best-in-class service. Dedicated to reliability,resourcefulness and efficiency to help the organization grow. WORK EXPERIENCE
Senior Loan Servicing Specialist
Valon Mortgage
May 2022 - April 2025 / Phoenix, AZ
Primarily worked with property insurance for mortgages. Recuperated funds for homeowners as well as insurance companies. Handled escalated tickets. Responded to homeowners and agents regarding payments. Primarily worked out of Zen desk. Made all calls through N.I.C.E system.
Senior Customer Service Executive
Nationstar Mortgage DBA Mr. Cooper
05/2017 - current / Chandler, AZ
Resolved customer service issues using company processes and policies and provided updates to agents and members
Escalated issues to proper supervisors when standard processes were not effective.
Assisted with removal of Mortgage Insurance
Processed documents for Successor's on accounts
Provided agent support as needed with escalated issues Customer Service Representative
The UPS Store Inc.
04/2016 - 09/2019 / Maricopa, AZ
Weighed letters and packages and calculated costs based on classification, weight and destination, faxed information and provided copy services
Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Licensed Insurance Agent
Payne-West Insurance Agency
HOPE MCCASLIN
Data Courteous with Strong Service
Entry and Maintenance Mindset
Customer Data Confidentiality
03/2010 - 05/2013 / Newport, OR
Provided coverage option information to assist clients in protecting assets.
Supported sales, brokers, consultants and underwriters in marketing and sales activities.
Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
Insurance Sales Representative
Broderick-Pierce & Leavitt Insurance Agency
09/1999 - 10/2010 / Redmond, OR
Maintained detailed records of customer information and policy sales. Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling. Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
Met with customers to provide information about available products and policies.
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