Customer service representative - FREEDOM MORTGAGE - Jacksonville, FL
(2022-04 - 2024-10)
- Troubleshot customer account discrepancies by analyzing complex files to provide technical resolution and reassurance regarding mortgage transactions.
- Navigated proprietary financial software to process mortgage payments, reconcile items, and set up ACH accounts with high accuracy.
- Educated customers on account features and resolved inquiries within a remote call center framework to support customer success operations.
- Managed inbound call management tasks including rapid de-escalation and technical documentation of customer interactions to maintain service quality.
Fleet Administrator - AAA AUTO CLUB ENTERPRISES - Albany, GA
(2017-11 - 2022-04)
- Troubleshot emergency roadside assistance requests by dispatching service providers through virtual service platforms and fleet tracking systems.
- Positioned membership benefits to customers while resolving technical issues related to account access and service eligibility.
- Multitasked across multiple computer applications to monitor the dispatch board and assign road service in a high-pressure environment.
- Facilitated technical documentation and communication with contractors to verify hardware support and service completion for emergency calls.
Dispatcher/Customer Service - HOMEFOOD GAS COMPANY - Albany, GA
(2015-08 - 2017-07)
- Processed emergency and non-emergency inbound calls to dispatch appropriate response teams for hardware repairs and service outages.
- Prioritized service calls for technicians by evaluating the severity of equipment issues, similar to troubleshooting smart home alarm systems.
- Monitored hardware status and maintenance reports to ensure operational readiness of the vehicle fleet and technician equipment.
- Utilized advanced software navigation skills to manage real-time driver logs and weather-related service adjustments.
Warehouse Administrator - GEORGIA-PACIFIC - Albany, GA
(2009-09 - 2015-02)
- Managed comprehensive inventory technical documentation using Warehouse Management Software (WMS) and SAP ERP systems.
- Developed detailed technical reports and spreadsheets to communicate supply chain data and inventory levels to management.
- Troubleshot supply chain bottlenecks by determining supply sources and optimizing stock order levels for warehouse operations.
- Communicated between freight companies and warehouse customers to resolve logistics issues and ensure hardware delivery schedules were met.
