Experienced Customer Service & Loan Servicing Professional
Resume:
Michelle A Crumpler
Customer Service Professional
Riverdale, GA 30274
******************@*****.***
Professional Summary
Dear Hiring Manager,
I am writing to express my interest in the open position within your organization. With over ten years of customer service experience—along with hands-on banking, loan servicing, and remote client support— I bring a strong commitment to delivering accurate, compliant, and customer-focused solutions. Most recently, I worked remotely as a Senior Sales Representative and Loan Servicing professional where I assisted customers with consumer account openings, credit products, PLOC and HELOC applications, and loan servicing requests. I consistently supported customers through complex financial inquiries while adhering to regulatory guidelines and maintaining a high standard of professionalism and attention to detail.
Throughout my career, I have demonstrated strong verbal and written communication skills, effective problem-solving abilities, and the capacity to manage multiple tasks in fast-paced environments. My background includes phone banking, cross-selling and up-selling financial products, account research, payment processing, and customer issue resolution. I am also experienced in supporting teams, training staff, and stepping into leadership roles when needed. I am known for my strong work ethic, reliability, and ability to learn quickly. I take pride in being adaptable and making myself available to meet the needs of the business while maintaining a positive and service- driven approach with every customer interaction.
I would welcome the opportunity to contribute my skills and experience to your team. Thank you for your time and consideration. I look forward to discussing how I can add value to your organization.
Sincerely,
Michelle A. Crumpler
Authorized to work in the US for any employer
Work Experience
Senior Sales Representative/Loan Servicing/NMLS
PNC Bank-Riverdale, GA
September 2022 to March 2023
Worked remotely assisting customers with their banking needs by servicing customer accounts. Provided assistance in new account opening, credit, PLOC and CHELOC applications. Also worked in loan servicing regarding rate changes from fixed to variable on consumer accounts. Personal Phone Banker
Wachovia Bank-Allentown, PA
August 2008 to January 2010
Assisted customers over the phone with all of their banking needs. Updated customer account information. Provided detailed information on products and services based on customers needs (cross selling/up-selling). Completed research requests, information and function of new accounts, policy, procedures and rules and regulations of phone banking. Entered customer orders and processed payments. Assisted customers with billing, corrections, complaints, and returns. Provided call backs if needed. Occasionally managed a team of 20-30 team members by providing lead support. Childcare Provider
Open Hearts-Stroudsburg-PA
April 2009 to July 2009
Supervised detailed activities, re-directed inappropriate behavior patterns of troubled youths, within a residential youth home facility.
Childcare Provider
Open Hearts-Stroudsburg, PA
April 2009 to July 2009
Supervised detailed activities, re-directed inappropriate behavior patterns of troubled youths, within a residential youth home facility.
Behavior Modification Specialist
AMI-American Marine Institute-Northampton, PA
March 2007 to January 2009
Provided re-directional counseling to behavioral challenged students. Supervised student activities, maintained safe educational and operational directives within the state's operational and contractual policy guidelines. Assumed and assisted with responsibilities of the Director of Operations in her absence as directed, facilitated staff meetings and training sessions. Impacted positive developmental social and educational skills while serving as student advisor. Administered first aid and CPR during emergency drills, and emergency evacuation procedures in accordance with American Red Cross standards. Composed written correspondence, educational and activity plans in adherence to company's program policies and standards.
Department Manager/Infant Department
Wal-mart Super Store-New Brunswick, NJ
May 2006 to February 2007
Serviced customer retail purchases. Maintained retail inventory control, layaway and sales transactions. Maintained retail display modular's of merchandise for advertisement and sales. Supervised three employees permanent in the department.
Department Manager/Infant Department
Wal-mart Super Store-New Brunswick, NJ, CA
May 2006 to February 2007
Serviced customer retail purchases. Maintained retail inventory control, layaway and sales transactions. Maintained retail display modular's of merchandise for advertisement and sales. Supervised three employees permanent in the department.
Cashier-Seasonal
Wal-Mart Super Store-East-Stroudsburg, PA
October 2005 to December 2005
Serviced retail customers with cash or credit sales transactions. Provided and maintained quality customer service skills.
Cashier-Seasonal
Wal-Mart Super Store-East Stroudsburg, PA
October 2005 to December 2005
Serviced retail customers with cash or credit sales transactions. Provided and maintained quality customer service skills.
Coach Cleaner
Amtrak-Queens, NY
November 2004 to September 2005
Maintained cleanliness of passenger railway view liner/sleeper cars, coach cars and food preparation areas. Maintenance and janitorial duties performed. Coach Cleaner
Amtrak- Sunnyside-Queens, NY
November 2004 to September 2005
Maintained cleanliness of passenger railway view liner/sleeper cars, coach cars and food preparation areas. Maintenance and janitorial duties performed. Sales Associate
Blockbuster-Westford-MA
February 2004 to September 2004
Customer retail sales and services. Provided and maintained quality customer service skills. Sales Associate
Blockbuster-Westford, MA
February 2004 to September 2004
Customer retail sales and services. Provided and maintained quality customer service skills. Receptionist
H&R Block Tax Preparers-Bronx, NY
August 1998 to April 1999
Serviced customer's incoming & outgoing business inquiries, performed office clerical duties & accounts receivable.
Data Entry Clerk/ Receptionist
Flick 2 Unlimited-New York, NY
June 1997 to March 1998
Performed data entry and clerical services while providing a high quality of communications and public relations skills. Assisted CEO, with business projects (fundraisers/business promotions). Provided all administrative services including scheduling, travel arrangements and conferences. Customer Service Representative
Education
Computer Sciences & Processing (Vocational)
Technical School of Business Technology
Academic Studies
Christopher Columbus High School-Bronx, NY
Communications (Vocational)
Technical School of Transportation-Callicoon, NY
Transportation Communication Union (Certificate)
TCU
Skills
• CSR
• Schedule management
• Workforce management
• Avaya
• Banking
• Time management
• Quality control problem-solving
• Telephony
• Consumer account opening
• Call Center
• Sales
• Phone etiquette
• Quality control inspection - Quality control inspection experience (1-2 years)
• Quality control communication
• English
• Computer literacy
• Public Relations
• Research
• Microsoft Excel
• Team Management
• Data entry
• Meeting Facilitation
• Order Entry
• Customer Support
• Operating systems
• Excellent written and verbal communication skills. *Strong analytical skills. *Ability to reconcile accounting transactions. *Ability to research transactions facilitating delivery confirmation as well as payment and invoice reconciliation. *Proven negotiation abilities with a keen understanding of the value of service as it ties to progress in financial reconciliation. *Ability to function as a team player while respecting fellow team members, customers, as well as sales and distribution team members.
* Strong analytical and quantitative skills * Self-motivated, self-starter who sets and achieves high standards *Energetic and positive disposition.
• Customer Service
• Managing quality control inspection teams - Largest quality control inspection team managed (6-10 team members)
• Customer service
• Upselling
• Microsoft Office
• Addiction counseling
• Technical support
• Computer skills
• Fraud prevention and detection
• Windows
• NMLS Bonded
• Loan Servicing
• Accounting and finance experience
• Interviewing
• Microsoft Word
• Account Management
• Communication skills
• Accounts Receivable
• Quality control report writing
Additional Information
Enter customer order, and provide product information Assist customer with billing and accounting information Assist customers with corrections, complaints, and returns Research customer files
Process payments
Prepare mail orders
Proof orders
Cross selling/ up-selling
Clerical duties and responsibilities
Office administration duties
Phone communications
Contact this candidate