Customer Service Representative
Resume:
MONIQUE ELLIOTT
Hobart, IN *****
**********@*****.***
OBJECTIVE: To gain a position as a Customer Service Representative, where a communicable personality can maintain loyal customer relationships, gain upward mobility, and exercise professionalism, motivation and leadership.
EDUCATION
2000-2004
Indiana University
Sociology and Telecommunications B.S. expected in 2012
AWARDS RECEIVED
• Groups Program in 2001, Selected by Indiana University.
• Indiana University Leadership Award 2002-2003, faculty selected.
• FASE Program creativity award, received 2003 and 2004.
• Raving Fans Award, recognized by Charles Schwab & Co.
EMPLOYMENT
2010-2011 Aurora Loan Services Indianapolis, IN
Foreclosure Prevention Relationship Manager
• Deliver outstanding customer service and support on 100-150 calls per day.
• Understand and explain loss mitigation and foreclosure prevention options as well as customer account status.
• Conduct financial interviews to determine work out option eligibility and set up repayment plans and process check transactions.
• Assess account for plan eligibility and criteria.
• Act as a liaison between the customer, underwriter and upper management.
• Enter required task into database to address and resolve customer issues.
• Understand and uphold all company policies and procedures to insure investor regulations and guidelines are met to prevent foreclosures.
• Assist Clients in Navigation and use of IVR.
• Make suggestions to improve procedures for an efficient work environment.
• Review required documentation and systems for appropriateness and completeness.
2008-2009 Hub Group Indianapolis, IN
Customer Service/ Tracer
• Act as a liaison handling calls for dispatched loads and communicate load status or issues to co workers and customers as needed.
• Contact customers to communicate changes in ETA.
• Entered orders in the system with information provided to me through vendors.
• Schedule appointments for origin and destination as needed for loads.
• Communicate and assist all other Hub offices as needed.
• Surf system for data to maintain accurate load and company descriptions.
• Developed reports to accurate maintain load status and information.
• Effectively communicate and interface with vendors and internal personnel, via excellent written, verbal and oral communication skills.
• Perform data entry into dispatch software and maintain various computer databases. Dispatched load appropriately to decrease cost and increase profit.
2006-2008 Charles Schwab & Co. Indianapolis, IN
Customer Service Representative
• Answered 100 incoming calls a day and assisted with providing account information regarding industry up dates and stock fluctuations and reports.
• Resolved issues for highly affluent clients, by researching and familiarizing company requirements and providing the information to the customer.
• Design reports for daily stock analysis.
• Issued checks, submitted wires and assisted clients in navigating personal online accounts and utilizing resources.
• Coordinated meetings and conferences between clients and senior executives.
• Entered customer information and meetings into system to maintain updated customer profiles.
• Kept organized files of company procedures and client correspondence.
• Performed essential office duties, faxing, copying, mailing and making outbound.
SPECIAL SKILLS
• Ability to read, write and speak Spanish
• Microsoft Office skills
• Ability to type 50-60 WPM
• Excel Skills
• Power Point Skills
• Telephone Service skills
• Communication skills
• Presentation skills
• Verbal and written skills
• Problem solving skills
• Professional skills
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