Customer Service Quality Assurance

James Edward Heath Jr.

**** *********** ***** *

Columbus, Ohio 43232 ************@*****.***

Cell: 614-***-****

Other: 614-***-****

OBJECTIVE: Call Center Specialist in search of a progressive organization to call home.

Areas of Expertise

Call Center Operations

Customer, Client, & Service Support

Conflict & Escalation Mortgage Support Specialist

Customer Satisfaction & Enhancement

Office Management & Human Resource Training & Mentoring

Retail Service & Sanitation

Cross Sell & Inside Sales

Professional Experience

HUNTINGTON BANC SHARES; Columbus, OH 04/09 to 08/11

Mortgage Support Specialist, Cross Sell

• Continually maintain working knowledge of all company policies and procedures. Offer additional products and services.

• Inbound call taker for a leader in the banking industry. Assisted customers, employees, and 3rd party with mortgage inquire.

• Assist callers with a one and done phone experience. I assisted with the mentoring of new employees. Follow up to assure quality customer service.

STAFFMARK, SPHERION STAFFING, TAILORED MANAGEMENT; Central, OH 01/08 to 04/09-08/11 to Current

Adjuster, Phone Tech Support, Inside Sales Manager, Interviewer/Recruiter

• Assisted with processing of mortgage appraisals. I performed general office duties such as facsimile, PC applications, data entry, quality assurance, and follow-up.

• Inbound call taker for technical support queue. Overview was to troubleshoot, assist with software set-up, cross-sell, and answer inquires regarding company products.

• 1- Cold and warm called for prospecting and telemarketing purposes. My gain and maintain client and revenue for assigned territory. 2- Performed duties such as drug testing, back ground checks, interviewed candidates for employment, initiated orientation forms and new hire paperwork, set-up and scored employee assessment testing.

JP MORGAN CHASE; Columbus, OH

Sub-Prime Mortgage Support Specialist, Cross Sell, Interviewer, Trainer 06/03 to 01/08

• Continually maintained working knowledge of all company policies and procedures. Offer additional products and services.

• Inbound call taker who assisted customers, employees, and 3rd party with sub-prime mortgage inquires.

• Assisted callers with a one and done phone experience. Follow up to assure quality customer service

• Assisted with new employee hiring, employee testing, prospecting potential candidates, and new hire forms.

• Trained new employees of the sub-prime mortgage group. Mentored employees who needed additional training on mortgage inquire.

Education and Training

COLUMBUS STATE COMMUNITY COLLEGE Columbus, OH 06/11 to Present

Entrepreneurship Studies

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment, specimen testing, training, mentoring, complaint resolution, travel tourism, collections, staffing/recruiting, human resources, document preparation, etc. Notable Employment: Call Center Employment with Met-Life Dental, and Office Manager for the Ohio State University College of Dentistry, Dental Faculty Practice.

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