Service-Oriented Paralegal and Communications Specialist

IRIS CALLAHAN

**** * ****** ******

GREENVILLE, NC 27834

e-mail: *********@*****.***

Mobile Phonr: 252-***-****

QUALIFICATIONS SUMMARY

●Superior customer service skills

●Exceptional research, writing and organizational skills

●Excellent communication skills

●Confident and poised in interaction with individuals of all levels

● Ability to excel in a fast-paced, deadline driven environment

● Ability to multi-task effectively

● Computer/ internet proficient

● Diverse background/transferable skills

● Ability to implement and quickly learn new tasks

● Resourceful in completing projects

● Detail-oriented with strong attention to accuracy

EDUCATION

THE INSTITUTE FOR PARALEGAL TRAINING

Philadelphia, Pennsylvania

ESTATES AND TRUSTS PROGRAM

Certificate of Graduation awarded

THE CAREER INSTITUTE

Philadelphia, Pennsylvania

GENERAL PARALEGAL STUDIES

Certificate of Graduation awarded

LINCOLN UNIVERSITY

Lincoln University, Pennsylvania

Major: Psychology, Minor: Education

BACHELOR OF ARTS DEGREE

UNIVERSITY OF PHOENIX

Remote Masters Degree Program/Early Childhood Education

RELEVANT EXPERIENCE

PNC FINANCIAL SERVICES GROUP., Pittsburgh, PA

Remote Customer Service and Support Representative. Perform customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers.

Receive, investigate and respond to customer inquiries regarding products, services and issues via all channels through which customers are served. Resolve customer service inquiries and issues. Recommend appropriate solutions. Refer complex or reoccurring issues. Maintain high levels of customer satisfaction consistent with PNC's core values. Demonstrate commitment to quality through customer and service partner interactions. Document customer interactions and completes service requests to minimize customer effort or additional action. April 2019 to October 2023 (Retired)

CREDIT TECHNOLOGIES, INC., Wixom, MI

Remote Customer Care Representative. Work from Home position. Work with mortgage lenders to resolve customer service issues including 4506-T (IRS documents), verify and update consumer credit accounts and provide supplemental credit reports to mortgage lenders; answer client inquiries; refer clients to appropriate internal departments when warranted. October 2013 to February, 2017

REGIONAL ACCEPTANCE CORP., Greenville, NC

Recovery Assistant

Received incoming calls from customers whose auto-financed accounts were charged off. Discuss settlement options and payment arrangements with customers to recover the deficiency balances on their accounts. Prepare legal files for attorneys; verify and investigate customer employment and resident history; maintain files for follow-up; receive daily Bankruptcy Reports and code accounts accordingly; interact verbally and via email with internal employees, attorneys, employers and customers. February 2007 to November 2011.

CHECK ‘N GO, Aston, PA

Customer Service Representative, Pay Day Advance Loans

Assist the Store Manager in the daily operations and administration of the Check 'n Go Financial Loan Center. Provide explanations to potential and existing customers regarding the eligibility requirements in applying for a payday advance loan. Process loan applications utilizing the Center’s internal processing system. Perform teller functions such as receiving payments from customers and disbursing funds to approved customers Open, organize and maintain customer files and records. Assist the Store Manager in the areas of growth, marketing, customer service and administrative functions. October 2005 to July 2006.

THE BANCORP BANK, Wilmington, DE

Customer Service Representative. Internet Banking.

In-bound call center. Assist customers with their internet banking accounts. Answer phone inquiries and respond to customer e-mails. Process financial transactions and update accounts. Research and resolve issues in a timely manner. May 2003 to October 2005

FIRST INVESTORS CORP., Philadelphia, PA

Registered Financial Representative

Sales and production based. Provide prospective and current clients with financial planning and

advising. Develop financial plans for individuals, small businesses and corporations. 6/02 to

November 2002.

FIRST UNION NATIONAL BANK, N.A., Wilmington, DE

Client Service Specialist, Retail Investment Group, a subdivision of the Capital Management

Group.

Provide support to Financial Advisors, branch personnel and service to clients for First Union Securities CAP (Capital Asset Program) accounts. Proficient in all three components of the CAP account (Brokerage, IRA, Banking). Respond to customer’s inquiries regarding their investment and banking activities. Initiate investigations and research on customer’s accounts when warranted. Assist in the training of newly hired employees. 4/2000 to 5/2002.

OTHER EXPERIENCE

INTELENET GLOBAL SERVICES, Inc,, Ft. Wayne, IN

Remote Customer Service Representative. Online travel agent sales and service assistant. Provide assistance to AMEX card members in booking air flights, hotels and car rentals online. Answer customer's inquiries regarding their travel needs and/or initiate resolutions to the customer's issues, problems or concerns. April 2018 to present.

TRAVEL OUTLOOK,, Sante Fe, New Mexico

Remote Reservation Specialist. The company is an off-site central voice reservations service that functions as either a primary reservations department or as an overflow reservations department for four and five star independent hotels. I work in Central Reservations taking primary and overflow calls for over 100 hotels in a virtual environment. Central Reservations receives incoming calls for existing and prospective guests. We answer questions posed by prospective guests regarding the hotel property, its amenities, book, cancel and modify reservations. February 2017 to present.

CONVERGYS, CORPORATION, Greenville, NC

Work At Home Customer Care Representative. Provide customers with technical troubleshooting assistance on product usage. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or troubleshooting assistance on product usage. Ask open ended questions to identify needs of the customer. Navigate through computer systems to access customer information and troubleshooting procedures. Offer solutions to issues that are often non-standard/non-routine and require some clarification. Maintain broad knowledge of client products and services. May 2013 to October 2013

AMERICAN SUPPORT, Chapel Hill, NC

Work-At-Home Customer Service Representative. Provide top quality customer support services to telecommunication and cable companies, including: billing and tech support as well as customer call center operations and management. Deliver prompt resolution of customer problems/complaints (resolve basic issues and refer complex issues and concerned customers to appropriate lead representative or supervisor as necessary). December 2011 to April 2013.

Part-Time Experience/Work at Home Companies

WESTAT, INC., a social science research organization.

At Home Interviewer – Interview prospective participants and conduct surveys f or various government agencies, schools, colleges and political organizations. This is an at home position.

August 2007 to August 2009, 2012

LIVEOPS

Order Taker. - Received incoming calls for infomercials, processed sales orders for various products, introduced upsells to consumers. 2004

WORKING SOLUTIONS – Hotel Reservationist.

Booked hotel reservations for travelers. 2002

Interests/Activities

Reading; bowling; walking; researching topics on the internet; community involvement,; Volunteer, Greenville Adult Literacy Program

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