Research & Customer Service Specialist with 30+ Years Experience
Resume:
Tami S Russell
***********@*****.***
*** ********* ** **********, ** 08110
Professional Summary
Dedicated and focused researcher with a proven track record of delivering innovative, dynamic, and organized work. Commitment to accuracy and productivity is evident in both long and short term projects, consistently demonstrating efficiency. Extensive knowledge in research and customer service endures precise task handling. Over 30 years of valuable experience in customer service and data entry has greatly contributed to the success of Cenlar. Performance excellence consistently recognized highlighting valuable contributions to company success.
Work History
Cenlar FSB - Ach Specialist
Ewing, NJ -02/2020-05/2023
Managed high volumes of incoming and outgoing transactions daily, prioritizing tasks effectively to meet deadlines.
Developed strong relationships with clients as their primary point of contact for ACH inquiries, offering exceptional customer service.
Maintained up to date knowledge of industry trends, participating in professional development opportunities such as conferences and workshops. Cenlar FSB -Research Specialist
Ewing, NJ -10/2016-02/2020
Research and resolve customer issues which require in depth research. Provide a detailed and professional written or verbal response to the customer upon resolution response to the customer upon resolution
Ensure all assigned tasks and emails are closed within compliance of established SLA’s. Answer customer (internal and External) telephone inquiries professionally and courteously, while demonstrating effective listening skills in providing information and /or resolution to the matter. Meet the requirements for quality, productivity, and attendance. Participate in all research campaigns and activities Suggest enhancements during regular one on ones with the management team Complete other duties and projects as assigned by their Manager Cenlar FSB -Customer Service Representative
Ewing, NJ - 12/2012- 10/2016
Handle all levels of mortgage servicing inquiries
Use an advanced systems to research and resolve inquiries while continuously providing first call resolution
Explain mortgage service process information to borrowers Make decisions to resolve customer issues
Resolve borrower and client complaints requiring in depth research and provide written explanations of research problems/ resolutions
2
Resolve disputes and perform root cause analysis
Accurately track and document all communications with customers to provide a detailed history of contact
Promote products and services with focus on customer satisfaction and retention Identifies, recommends, and contributes to process improvement Actively contribute to the overall productive and success of your team Take ownership of the customer experience
Cooper University Hospital - Health Care Access - Customers Service Representative Camden, NJ 03/2004 - 05/2010
Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns Provided primary customer support to internal and external customers in fast paced environment Greet visitors that come into the hospitalData Entry/ Customer ServiceWork with Doctors inpatient and outpatient surgery department Education
Institute of Career Continuity New York, NY Online 10/2022 Electronic Medical billing and Coding Learning Institute Marlton, NJ 12/2011 CMA,
Camden County College Blackwood, NJ 01/1989 BBA: Computer Literacy Camden High School Camden, NJ 06/1985
Skills
● Customer Support Specialist
● Accurate Data Entry
● Clients Satisfaction
● Service Level Agreement Management
● Research Project Assistance
● Microsoft Office Proficiency
● Effective Organization
● Team Leadership
● Client Relations
● Concentration Skills
● Active Listening
● Operational Efficiency
● Enhancement
● Database Management
● Issue Resolution
● Process Optimization
● Project Coordination
● Effective Communications
● Quality Assurance Protocols
Certifications
● Oracle E-Business
● Accredited Business
3
● QuickBooks
● Microsoft Office Specialist
● Excel Associate
● Certified Management Assistant
Recognition
True Blue Recognition, I was part of a project to set up drafting setups for new loans only. I had to finish in a timely manner. I went above and beyond what was expected.
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