Customer Service Management

Amber Vandermey-Rowland

**** ****** ***** | Cedar Park, Texas 78613 | C: 512-***-**** | H: 512-***-**** | ************@*****.***

Qualifications Summary

Highly motivated and resourceful Administrative Professional, with over 15 years of experience.

• Strong attention to detail, prioritized, and self-motivated; with pro-active initiative/drive to achieve results.

• Project management and highly developed critical thinking, research, writing, and data entry skills.

• Performance minded, quick learner; developing positive work relations with clients and colleagues at all organizational levels.

• Ability to work independently, as well as, collaboratively to meet business needs and/or deadlines.

• Demonstrated knowledge in process development and implementation.

• Track record in managing professional and respectful client relations; building positive company image and rapport.

• Problem solver with experience in handling client escalations, as well as peer coaching to promote consistency and unity.

• Proficiency in effective communication with a propensity in patience and understanding.

• Trustworthy, dependable, and dedicated, with strong work ethic, as well as, an ability to maintain client confidentiality.

• Comprehension of calendar management/scheduling, travel arrangements, and other reception/secretarial obligations.

Relevant Professional Experience

Administrative Assistant/Office Support

• 10 years office administration/management: reception, multi-phone, mail/correspondence, filing, supply order, and courier service.

• 10 years preparation/editing of documents for correspondence and/or mass communication.

• 6 years internal business and project management.

• 6 years daily and monthly reporting: spreadsheets, invoicing, etc.

• 4 years preparation and comprehension of legal forms and documents.

• 2 years document scanning/file control processes: development, training, and facilitating.

• 2 years billing: AR/AP, invoicing and budgeting.

• 2 years marketing: flyers, mailers, market surveys, vendor relations, and event planning.

• 1 year helpdesk administrator and miscellaneous task management for clients, upper management, and fellow colleagues’.

Client Services Representative

• 10 years lead generation/verification, case-building, and skip-tracing to promote increased account performance and revenue.

• 4 years inbound/outbound member assistance: collections, payment processing, financial interview, and general data inquiry/review.

• 4 years facilitating Re-Age, Loan Modification, Settlement and Deed in Lieu.

• 4 years collateral recovery procedures: repossession and foreclosure.

Technical Skills

• Exceptional systems knowledge and computer skills: MS Outlook, Word, Excel, PowerPoint, Access, and Internet.

• Type 55-60 WPM

• 10 Key

• Data entry

• Advanced editing and proofreading skills.

• Moderate troubleshooting computers and office equipment.

• Basic systems management and/or computer programming capabilities.

• Loan servicing software (Titanium, AFTECH (Advantage), and FICS).

• Payment processing applications.

• All office related equipment, including phones, fax, copy, scan, and e-communications.

Professional Employment History

• Document Specialist II/Client Services Gila, LLC/NCUA, Austin, Texas January 2011 – Present

• Account Officer NCUA, Austin, Texas April 2010 – January 2011

• Hybrid Customer Service Representative Spherion/One West Bank, Austin, Texas October 2009 – April 2010

• Administrative/Client Services CORT Business Services, Austin, Texas May 2006 – October 2009

• Administrative Office Support/Leasing Consultant CJR Personnel, Austin, Texas September 2005 – April 2006

• Assistant Manager/Leasing Consultant Arbor Management, LLC, Austin, Texas January 2005-August 2005

Education

• Austin Community College, Austin, Texas Sign Language Interpretation

• Daytona Beach Community College, Daytona Beach, Florida Sign Language Interpretation

• Texas State University, San Marcos, Texas Audiology/Speech Pathology

Professional/Personal References - upon request

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