Customer Service Quality Control

Patricia Frogge

Ft. Worth, Texas *****

Work Experience

Call Center Collections

**/**** – 07/2011 BANK OF AMERICA, FORT WORTH, TEXAS

Started as part time contract employee with DISYS, converted to full time employee with Bank of America Home Loans in May of 2010. Inbound/Outbound collection calls for home mortgage accounts. Researching questions and concerns of homeowners. Accepting updated financials and applications for modifications or workouts which allow the homeowner to keep their home. Processing of payments. Use of numerous proprietary computer systems.

Telesales Agent

06/2009 -10/2009 HOTELS.COM, ARLINGTON, TEXAS

Sales of hotel reservations worldwide. Bookings are entered into the computer while on the phone with the customer. Structured call center.

Transaction Processor

12/2008 – 05/2009 AFFILIATED COMPUTER SERVICES, DALLAS, TEXAS

Temporary position. Document preparation for scanning of mortgage files.

Identify and label each document in the file. Lay off.

Discounting Clerk

9/2008 - 10/2008 LEADING EDGE PERSONNEL, ADDISON, TEXAS

Temporary data entry position at Chrysler Financial. Authorize, review and verify bookings of auto sales contracts. Authorize correct commissions to dealers. Lay off

Retail Distributions Processor

11/2006 - 5/2008 VERITUDE INC., WESTLAKE, TEXAS

Temporary assignment as Data Processor with Fidelity Investments. Distribution of funds for retail retirement accounts. Data entry to insure clients receive funds as requested and that they meet the necessary criteria. Funds were wired or sent as checks or transferred to other retirement programs. Accuracy very important. Used multiple proprietary computer software applications in conjunction with scanned data received from client. Mandatory adherence to SEC and IRS regulations. Excel used to check status of queues and assignments to queues. Overtime was required. Lay off.

Customer Service, Quality Control, Shipper

6/2006 - 10/2006 LIBERTY PLAYING CARDS CO., GRAND PRAIRIE, TEXAS

Manufacturer of custom printed playing cards. Customer service, phones, faxes, e-mail, quotes, sales, data entry, order processing. Quality control of printing and art. Adobe Illustrator 12 desktop proofs and production art. Complaint resolution. Responsible for checking customer's art. Purchasing of materials needed. Supervision and training of new customer service personnel. Shipping. Company purchased in June of 2006 by Ken Laye Et Al. My position eliminated October 2006.

Customer Service Manager

2/2003 - 6/2006 LIBERTY PLAYING CARDS CO., DALLAS, TX

Custom printed playing cards. Customer Service, phones, faxes, e-mail, quotes, copying, data entry, order processing. Purchasing of special needs items. Production scheduling of printing. Quality control of printing. Experience on Macintosh and PC based computers. Assisted art department with Adobe Illustrator versions 8-12 including art proofs and production art. Training of new personnel for customer service. Excel and Access were used for keeping list of open orders, and their status in the production process. I entered jobs to Excel and updated their status. Some Word, Outlook, Photoshop and Quark. Complaint resolution. Company sold in June of 2006.

Customer Service Rep

8/2002 - 2/2003 BLACKMON MOORING STEAMATIC, FT. WORTH, TX

Carpet cleaning, mold remediation and water damage repair. Call center rep. Answer calls from customers for carpet cleaning, water damage repair, flooding, mold remediation, crime scene clean up. Schedule appointments and set fees or arranged for on call service person to contact customer directly. Process insurance calls from State Farm and Allstate reps. Left this position to go back to Liberty Playing Cards, when the new owner requested my return.

Reception/Customer Service

5/2001 - 8/2002 LIBERTY PLAYING CARD CO. INC., ARLINGTON, TX

Custom printed playing cards. Receptionist/Customer Service. Answer phones, customer service, quotes, faxing, copying, order processing. Purchasing. Business on the verge of bankruptcy and for sale. My hours cut to 24 per week. I left for a new position in August of 2002. Company sold in September 2002.

Customer Service Rep

5/1985 - 7/1996 LIBERTY PLAYING CARD CO. INC., ARLINGTON, TX

Custom printed playing cards. Customer Service, phones, faxes, quotes, filing, order processing, and data entry on menu based software. Purchasing and production scheduling. Assisted in purchase and set up of POP software when new system was required. Paste up and layout, minor camera work and typesetting. Quality control of printed items. Shipping when necessary with UPS, Fed EX, truck or airline. Left in July of 1996 - moved to Central Texas.

Education

Braniff Education Systems, Dallas, TX

Vocational – Airline reservations and travel agent training.

Central Texas College, Killeen, TX

Computer Science and business

Karlsruhe American High School, Karlsruhe, Germany

Diploma

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