Dynamic Customer Service Professional with Salesforce Expertise
Resume:
PROFESSIONAL SUMMARY
Dynamic professional with a proven track record at Home Depot,
adept in leveraging MS Office and Salesforce Service Cloud to enhance customer satisfaction. Excelled in building customer trust and loyalty, demonstrated by successfully managing escalated calls and multitasking high-priority projects. Known for exceptional problem-solving skills and a patient, empathetic approach, consistently driving positive outcomes and customer retention. Results-oriented agent with a strong background in customer service and sales. Possesses excellent communication and interpersonal skills. Proven ability to anticipate customer needs, build relationships and exceed performance goals. Highly organized and motivated to exceed expectations.
EXPERIENCE
Customer Service/Sales Virtual Agent
September 2020 - September 2022 Home Depot, Atlanta, GA Assist incoming calls from in-store reps requesting a review and/or adjust changes to a customer flooring
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• Requires extreme attention to detail
Measured, marked and cut interior changes to selected room size via software
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Read plans, instructions or specifications to determine work activities
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Prioritized tasks for each job after reading project blueprints and documents
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Confirm dispatch of the assessment and measurement correct address and time to these home
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Built positive relationships with customers through consistent follow-up communications.
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Successfully handled escalated calls with patience and understanding.
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Attended team meetings regularly to discuss challenges faced by department.
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Managed multiple projects and tasks simultaneously, consistently delivering successful outcomes.
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CONTACT
***********************@*******.***
Milwaukee, WI 53222
SKILLS
• MS Word
• MS Excel
• PowerPoint
• Lotus Notes
• Outlook
• Adobe Reader
• Data Entry
• Typing Speed
• MS Office
• Microsoft Exchange
• VoIP Multi-Line Phone Systems
• Fidelity
• Verint
• Salesforce Service Cloud
• Siebel
• Kustomer
• Zendesk
• Support Bench
• Intercom
• LiveAgent
• Oracle
• Building Customer Trust and Loyalty
• Multitasking and Prioritization
LATONIA THOMPSON
CUSTOMER SERVICE ADMINISTRATIVE PROFESSIONAL
Call Center Team Lead
June 2015 - October 2018 JCP.COM, Milwaukee, WI
Payment Processor (Temp)
December 2012 - June 2014 Robert Half Staffing/ Wells Fargo, Milwaukee, WI
Office Vendor (Temp)
October 2008 - May 2011 AT&T, Milwaukee, WI
Provided product recommendations and upsell opportunities to maximize sales revenue.
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Managed incoming calls, emails, and chats to address customer needs and concerns.
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Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services
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Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
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• Director of 12 associates handling incoming calls
• Supported sales team members to drive growth and development Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
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Ensured that all calls are handled according to established guidelines while maintaining a high degree of professionalism at all times.
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Assessed performance of team members through regular one-on- one meetings and feedback sessions.
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Answered customer invoice questions including resolving those issues discovered during invoicing and collection process
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• Also send invoices adjustments and credit memos to customers Performed data import, scanning or manual keying processes to verify invoice accuracy
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Verified accuracy of invoices against payments received from customers.
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Analyzed customer information to ensure accuracy of payment data entry.
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Provided support to other team members when needed during peak times or special projects.
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Ensured compliance with industry regulations such as PCI DSS requirements.
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Maintained records, logs and lifecycle documentation of work requests
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Devised incisive workarounds and resolutions for IT-related problems
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Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
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Maintained records of data communication transactions, problems and remedial actions or installation activities
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• Account Management POS
Home Health Client Management and
Training
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• Patient and Empathetic
• Inbound Calls Payment
• Ordering Platforms
• Remote Availability
• Customer Data Confidentiality
• Upbeat and Positive Personality
• Transaction Processing Efficient
• Detail-Oriented
• Calm and Professional
• Up-selling Products
• Services De-escalation Techniques
• Verbal and Written skills
• Customer Retention Strategies
• Payment Processing
• Strong Service Mindset
• Procedures Adherence
• Relationship Building
• Empathy
• Patience
• Customer service and care
• Problem-solving skills
• Problem-solving
• Relationship building
• Technical support
• Polite communication skills
• Internet savvy
• Conflict resolution
• Call management
• Documenting information
• Persuasive speaking
• Customer needs determination
• Stress management
• Information documentation
• Ensuring customer satisfaction
• Recordkeeping proficiency
Home Loan Servicing Loss Mitigations Specialist
April 2001 - August 2007 Washington Mutual Home Loans Dept., Milwaukee, WI
Active Account Specialist
April 1998 - January 2001 METAVANTE' CORP, Milwaukee, WI Built positive relationships with businesses to strengthen client base.
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Coordinated with purchasing department to obtain quotes from preferred vendors.
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Monitored compliance with contractual agreements and service level agreements (SLAs).
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Managed audits and assessments to ensure compliance with regulatory requirements and company standards.
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Evaluated performance and conducted regular assessments to maintain quality standards and improve service delivery.
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Delivered prompt, knowledgeable solutions to address customers' loan service issues
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Handled routine and complex inquiries from customers, title companies and vendors each day
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Processed payoffs, releases and curtailments for Loss Mitigation loans
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Audited files regularly to detect and correct paperwork and processing errors
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Examined and verified information in loan application and closing documents
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Worked with third-party vendors to address and clear loan closing requirements
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Reviewed customer accounts to determine on-time payments and loan terms compliance
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• Scanned and uploaded loan and related documents into the system
• Filed and maintained loan records
Ordered property insurance or mortgage insurance policies to protect against loss on mortgaged property
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Prepared and typed loan applications, closing documents or legal documents using computers
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Answered questions and advised customers regarding loans and transactions
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Reviewed and corrected errors on interest, principal and closing costs
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• Assembled and compiled documents for loan closings
• Spreadsheet organization for corporate files and applications Established accounts for new customers and updated existing accounts with current demographic and order information
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Reviewed financial status and evaluated discrepancies by assessing account information and activities
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• Customer complaint resolution
• Order fulfillment
• Client interviews
• Business correspondence
• Lead prospecting
• Meeting coordination
• Service support
• Performer promotion
• Schedule management
• Contract negotiations
• Financial document preparation
• Report generation
• Lease drafting
• Sample preparation
• Personnel recruitment
• Sales strategy development
• Resource allocation
• Career growth strategy development
• Escrow management
• Strong communication
• Contract negotiation expertise
• Resolving customer issues
• Follow-up calling
• Policy cancellation
• Teamwork and collaboration
• Reliability
• Self motivation
• Excellent communication
• Multitasking Abilities
• Time management
• Microsoft office
• Decision-making
• Adaptability
• Attention to detail
• Team building
• Professionalism
Updated prepared scripts, reviewed proofs and edited layouts to oversee production of advertisement
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Created reports on customer accounts and account performance metrics.
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• Entered customer transaction information into company databases. EDUCATION
Home Loans in Loss Mitigation Training
July 1999
Washington Mutual, Milwaukee, WI
Diploma in US
January 1989
JOHN MARSHALL HIGH SCHOOL, WI
Relevant Coursework
Mandatory course required from Home Loan Service Agents. Course was given on-site.
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REFERENCES
References available upon request
Contact this candidate