Customer Service High School
Resume:
Loretta Campbell
Trenton, NJ 08609
*********@*******.***
Summary:
● Loretta is an experienced and dependable customer service professional with over 5 years of expertise across mortgage servicing, healthcare, residential services, and security.
● Known for handling high-volume inbound calls (60–75 daily) with professionalism, empathy, and efficiency.
● Proven ability to resolve complex customer inquiries, maintain compliance with regulatory standards (including HIPAA), and support front-desk and operational functions.
● Adept at multitasking, documentation, and working both independently and collaboratively in fast-paced environments.
● Recognized for a calm, solutions-focused approach under pressure and a strong commitment to delivering consistent, high-quality service.
Education:
Trenton Central High School Trenton, NJ 1984
High School Diploma
Skills:
● Microsoft Office
● High-volume inbound call
handling (60–75 calls/day)
● Phone, chat, and email support
● First-call resolution
● Empathy and professionalism
● Front-desk customer service
● Problem-solving
● Active listening
● Conflict resolution
● Clear and professional
communication
● Documentation and data entry
● Regulatory and data privacy
compliance (HIPAA)
● Inventory and supply order
processing
● Appointment scheduling
(medical and phlebotomy)
● Routing and escalation of
inquiries
● Statement requests and
account updates
● Multitasking and time
management
● Monitoring surveillance
systems
● Security checks and building
protocols
● Package management and
tracking
● Lobby and facility operation
Cross-functional collaboration
● Policy adherence and
procedural updates
● Training and mentoring new
staff
● Working independently and
within teams
● Coordination with field staff
and departments
● Mortgage servicing
● Medical diagnostics and lab
operations
● Residential building operations
● Security protocols and site
patrols
Professional Experience:
Cenlar Mortgage Company Ewing, NJ Jul 2018 – Dec 2024 Customer Service Representative
● Delivered exceptional customer service in a high-volume mortgage servicing call center, handling an average of 70-75 inbound calls per day via phone, chat, and email.
● Assisted borrowers with a wide range of mortgage inquiries, including loan payments, escrow accounts, due dates, and statement requests, ensuring accurate and timely resolutions.
● Proactively addressed and resolved borrower concerns with professionalism and empathy, striving for first-call resolution and maintaining customer satisfaction.
● Processed payments and account updates while adhering to strict regulatory and data privacy guidelines.
● Maintained detailed documentation of borrower interactions and service outcomes to ensure consistency and support cross-functional collaboration.
● Demonstrated excellent multitasking skills by navigating multiple systems and communication channels simultaneously without compromising service quality.
● Known for strong communication, a calm demeanor under pressure, and a commitment to accuracy and dependability in a fast-paced environment.
Planned companies Trenton, NJ Jul 2017 – Dec 2019 Customer Service Concierge
● Served as the first point of contact for residents and visitors, providing professional and courteous front-desk customer service in a residential building environment.
● Managed secure entry and exit of residents and guests, ensuring building safety protocols were followed and unauthorized access was prevented.
● Monitored live surveillance cameras and performed routine security checks to ensure a safe and welcoming environment.
● Efficiently received, documented, and distributed resident packages, maintaining accurate records and ensuring timely notification and pickup.
● Handled inquiries and service requests from residents with a problem-solving mindset, escalating issues to property management when necessary.
● Maintained a strong presence in the lobby and common areas to support building operations and enhance the resident experience.
● Demonstrated reliability, discretion, and a customer-first attitude while working independently and as part of a security and service team.
Medical Diagnostic Laboratories Hamilton, NJ Nov 2016 – Jul 2018 Customer Service Representative
● Handled high-volume inbound calls from patients, healthcare providers, and sales representatives, consistently averaging 60–70 calls per day in a fast-paced medical call center environment.
● Accurately assessed the nature of each inquiry and efficiently routed calls to appropriate departments, ensuring timely resolution and minimal call transfers.
● Scheduled phlebotomy appointments and specimen pickups while coordinating with field staff to optimize logistics and service delivery.
● Processed orders for laboratory supplies and maintained inventory tracking to support uninterrupted medical operations.
● Delivered exceptional service by answering questions related to lab results, billing, and appointment scheduling with clarity and professionalism.
● Maintained accurate and detailed records in internal systems, contributing to quality assurance and HIPAA-compliant practices.
● Provided data entry support for patient records and test requisitions, demonstrating attention to detail and commitment to data integrity.
● Played a key role in ensuring operational efficiency and patient satisfaction through multitasking, active listening, and service-oriented communication.
G4S solutions security/Trane Trenton, NJ Aug 2014 – Jan 2017 Security Guard
● Daily patrols, monitored and recorded video surveillance, processed personnel ID and resolved problems, answered phones, one on one training with co-workers, and upheld standard operating procedures. SSC security/Kenco Robbinsville, NJ Oct 2013 – Dec 2015 Security Guard
● Daily patrols and monitored video surveillance of the property, processed truck deliveries, answered phones, checked in employees, provided employee training, and kept up with all the latest procedures and paperwork. US security associates Lawrenceville, NJ Sept 2011 – Apr 2013 Security Guard
● Worked on several sites, answered phones, monitored video surveillance, checked in clients, secured grounds, and patrolled facilities.
Educational Testing Services Ewing, NJ Jan 2001 – Jul 2003 Customer Service Representative
● Answered questions for students, registered students for various exams, trained employees, provided testing support on testing days, and sold study materials.
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