Landscaping Sales and installation - Emperor Turf Solutions - Dallas, TX
(2019-01)
- Marketing, and advertising products and services
- Online and in person sales for potential services rendered
- Sales, quotes and complete invoices using a document with adobe for agreement
- Educate customer on materials characteristics education on maintenance and ongoing care
- Daily active listening, empathy, and emotional intelligence are crucial for de-escalating conflicts and resolving them effective
- Resolved customer complaints promptly, resulting in a remarkable 98% Customer Satisfaction Score. De-escalated high-stress situations while ensuring customer satisfaction. Processed over 80 inbound calls daily, consistently meeting strict SLAs. Troubleshot complex technical issues, significantly reducing the average handle time.
Guest Service Resolutions - Cornerstone Staffing (Contract) Zales Corporation
(2018-01 - 2018-07)
- Assist guest with product questions and online purchases
- Created and maintained records on all orders and requested inquires.
- Engaged with guest via phone, chat, and email.
- Meet assigned key performance measures such as first contact resolution, sales quotas, close rates, call quality, ticket quality, contact duration, customer satisfaction and others
- Suggest methods to update, simplify, and enhance processes, procedures, and technologies.
- Navigating DMS products and services, helping resolve issues, answer questions, and deliver a high-quality customer experience across every interaction
- Function using CRM, software
- Daily skills used as data entry, MS Office, Google Workspace
- Daily active listening, empathy, and emotional intelligence are crucial for de-escalating conflicts and resolving them effectively.
Agent - Cornerstone Staffing (Contract) Maestro Personal Assistants - Addison, TX
(2017-02 - 2017-12)
- Assist with anything our customers may need ranging from something as simple as a phone number look up to more research intensive tasks, such as finding which cruise company is the highest rated and helping to plan travel itineraries based on our clients' needs.
- Quickly assist our customers via multiple channels including by phone call, text message, email, or your custom-branded app.
- Set service appointments for dealership branded customers for multiple maintenance services provided by the dealership.
- Answer general questions utilizing dealership branded customers specific Owner's Manuel for there vehicle.
- Secure reservations for hotels, restaurants, salons, doctors' appointments, etc.
- Perform price comparisons for services for tutors, vets, plumbers, electricians, landscapers, and mortgage loan rates etc.
- Set scheduled events as a reminder for our customers via phone, text message, and email.
Retirement services representative - Aerotek (Contract) Mercer Marsh & McLennan Companies - Dallas, TX
(2015-07 - 2016-12)
- Answered inbound calls and email contacts from retirement plan participants.
- Researched account or plan specifications. Followed up on outstanding issues and escalations in a timely manner to ensure satisfactory resolution.
- Completed participant transactions as required using Internet applications or manual procedures as required.
- Placed outbound calls to obtain and provide information from/to participants, employees, or partner companies.
- Learned and maintained current knowledge of Defined Contribution and Defined Benefit retirement plan provisions and administration systems.
- Completed training and certification programs from organizations.
- Explained retirement planning per the plans specific provision utilizing tools designed for plan participants via client website.
- Assist in identifying system, data and procedural problems and escalate as required.
Appraisal evaluations - Aerotek (Contract) LandSafe Appraisal Services - Plano, TX
(2015-02 - 2015-05)
- Responsible for placing and tracking appraisal orders through our web based system. Monitor appraiser assignments, and communicate delivery of completed inspection assignments from the appraisal vendor to ensure the file is processed accurately and in a timely manner.
- Coordinate information with appraiser's appraisal management companies as well as our lender mortgage specialist.
- Review sales contracts and other required documents requested from appraiser for completeness and accuracy.
- Research and review documentation posted in StatusMart from home service specialist for updates.
- Update StatusMart comments with status of delivery of the appraisal report.
- Update Appraisal Port with updates from home service specialist in StatusMart.
- Identify and manage residential and commercial use appraisal properties for compliance with law and policy.
Credit Reporting - Collabera Capital One - Plano, TX
(2013-06 - 2014-08)
- Manage research and resolve credit dispute through an industry-wide automated system daily in Eoscar.
- Perform detailed functions with tools in MSP as well as ALS to follow a line of investigations for a complete and timely resolution.
- Respond to credit disputes with appropriate response per company guidelines before lapse of time.
- Validate and ensure accurate reporting between the Loan Servicing system and third party vendors, researching and resolving discrepancies and documenting corrections.
- Submit regular credit and loan consumption reports to management.
- Identify any red flags as it relates to a consumer credit report. Initiate a full investigation to key in on any inaccuracies for example Social security date of birth or property address differences for possible identity theft fraud.
- Reviewed credit reports of the mortgage buyer along with verifying the borrower's credit history in terms of debts and payments. Reviewing Loan documents for origination and closing verifications dates and signatures in Filenet.
- Compiled spreadsheets as a duty using Excel and Microsoft word also utilizing my Internet explorer recourses daily.
- Accurately verify consumer information. Investigate any claims of identity theft.
- Investigate credit ratings with credit bureaus and reporting agencies.
Mortgage Servicing Specialist - Aerotek Bank of America - Richardson, TX
(2010-07 - 2013-03)
- Researched and reviewed loan documents and upload documentation as needed.
- Updated system notes on accounts with detailed information on the loan history.
- Process payment transactions and review and researched payment history as needed.
- Navigate for information using As400Ls. Determine foreclosure sale. Apply and remove workout codes when the loan modification has been impacted.
- Communicate with consumers, third parties, and internally employees to provide as well as receive information.
- Resolve requests and adhere to company compliance and guidelines to evaluate request for an applicable resolution.
- Complete a queue of daily tasks and responsibilities with minimal supervision.
- Provide Service of the loan modification program for borrowers by answering questions and concerns about the loan modification process while staying in compliance with banks policies, procedures, and related law regulations to assist homeowners.
- Adhere strictly to compliance per guidelines and procedures utilizing a checklist. Familiarize myself with updates and changes daily for call handling procedures.
- As team work flow coordinator handle special escalated accounts to provide rapid resolution on status of modification when there has been a delay in a major impact on loan modification.
- Advised borrowers on what financial documentation may be needed to meet basic qualifications for specific programs.
- Update borrower financials if needed for example income, expenses assets, and debts for pre qualifications. If they don't meet basic qualifications provide further instructions in regards to alternate workout options to avoid foreclosure.
- Multi tasked through systems to provide a world class customer experience on every call.
- Utilize my resources and communication applications to determine the status of the default and non-default loans.
