Customer Service Representative
Resume:
Lisandra Rivera
**** ********* *** *. **** Worth FL 33463
ad645k@r.postjobfree.com
Customer service, Sales, management where my experience can be utilized to improve customer satisfaction. Work with our valued customers to provide professionalism, outstanding customer service, and demonstrate knowledge of our products and services.
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Quadient Postage - Bedford, TX
Feb 2022 to Present
• Quadient Supplies, postage, and billing.
• Trained in the postage department handling invoices funding postage tracking payment for pre-paid, credit lines and also giving payment options to avoided collections.
• Trained in supplies I place the order buy looking up there machine checking addresses looking up part number sending confirmation by email and providing order number.
• Just took over billing que so now doing the duties and responsibilities of a specialist includes sending invoices and account updates to clients, receiving, sorting, and tracking incoming payments, addressing and resolving client questions and issues relating to invoices weather its rental or leasing just providing accurate reports for billing data for POC admin team the back office.
• With these departments we use Salesforce, Oracle, ERP for rental and supplies, ERP leases go with OLM TalkDesk, sales force, myquaduient which is our online portal.
• With Talkdesk we receive inbound and outbound and can do call Backs
• I worked with opening and closing cases due to miss applied funds, tracking funds or a supply return, with that also came refunds, fees and extra charges due to finance or software upgrades
• To keep customers engaged with their account we would register them on myquadient and they would have access to making payments placing orders or managing their own postage needs. Spoc (Special Point of Contact) Agent
Caliber Home Loans, Inc.
March 2020 to February 2022
• single point of contact for customers in default or facing imminent default.
• liaison between customers and internal workout groups in order to assist customers in resolvingdelinquencies with appropriate solutions in alignment with investor guidelines
• act as an owner of in-depth servicing issues research, including payment discrepancies, escrowinquiries, and contact difficulties
• Review accounts, research documents and system note to determine the best course of action tocorrect account issues.
• Answer inbound calls and make outbound calls to resolve delinquencies and offer workout alternativesto foreclosure.
• knowledge of Workouts, ARMS, Escrows, and Payment Histories.
• Current, working knowledge of the MS Office Suite, including: Word, Excel, Access, and PowerPoint. Gap Administrator for Total Loss, Customer Service Amynta Group
November 2018 to March 2020
Job Description - work a vast number of queues to get a title doc in house and/or to correct a title doc. ● Able to work under pressure in order to keep queues in compliance regardless of the volume of calls received daily.
● Able to multitask and think outside the box in order to provide resolution for normal title concerns.
● Able to process time sensitive documents when required
● Make and receive calls from dealers, customers, clients; research and resolve issues relating to vehicletitling. ● Process paper and electronic documents according to established procedures.
● Have the ability to learn policies and procedures of the DMV for all 50 states and apply them to theaccounts.
● 5 years of customer service experience in a call center.
● Able to work independently and be a great multi-tasker and leader.
● Able to process 250 correction docs daily.
● Able to process 30 FedEx packages daily. ● Able to take 80 plus calls daily. RESPONSIBILITIES Handling Title Account Revisions Communicates with dealers, customers, clients via verbally and written. Review queues, determine and pursue effective follow up steps to ensure receipt of title documents. Detail oriented and excellent organizational skills. Review title documents to determine if a correction is warranted and process necessary correction. Ability to work independently; type 40 to 50 WPM and accurate typing skills. Release leased or retail title documents per state and client guidelines. Contacting clients by phone or e-mail. Program Administrator
Amynta Group
September 2018 to February 2019
Provide support/resolution through timely responses to customer/dealer through phone, email, work basket and direct mail inquiries (20%)
● Establish contact with customers prior to lease end by phone or correspondence ● Promote/sell currentmarketing strategies
● Give clear directions to customers for purchase of vehicles or contract extensions
● Document customer accounts for actions resulting from contact supporting NPPI
● Meet or exceed department goals for account maturities
● Establish contact with customers regarding lease end balances by phone or correspondence
● Research and analyze customer questions and disputes
● Schedule inspections for customers approaching end of lease with inspection vendor
● Analyze and communicate any discrepancies pertaining to final inspection reports
● Analyze and communicate the findings of the inspection report to the clients
● Acted as liaison between the customer, the dealership and internal departments within MBF
● Negotiate payment plans and settlements
● Create waivers or cases to resolve issues within levels of responsibility
● Document customer accounts for actions resulting from contact supporting NPPI
● Meet or exceed department lease end goals
Consumer Phone Banker 2 & Inbound Sales Specialist Wells Fargo
February 2014 to July 2016
3+ year of experience offering products and services to customers based on their needs
● 3+ years of experience assessing and meeting the needs of customers and/or solving customerproblems
● 3+ years of financial industry experience
● Basic Microsoft Office skills
● Ability to meet or exceed performance objectives
● Experience interacting positively with unsatisfied customers
● Experience mentoring and peer-coaching others
● Good communication skills including speaking clearly, and accurately while using a pleasant tone andcommon conversational courtesies
● Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
● Offer products and services that best supports customer needs.
● SAFE registered at time of employment
● Knowledgeable in products and services offered by the bank
● Loan originator
● Open personal accounts such as checking savings, time accounts also personal loans and lines ofcredit ● Build loyalty and assess customer needs
CSR/Sales Manager
Master Finance
June 2013 to 2016
Approve loans within specified limits, and refer loan applications outside those limits to management for approval.
● Meet with applicants to obtain information for loan applications and to answer questions about theprocess.
● Analyze applicants' financial status, credit, and property evaluations to determine feasibility of grantingloans.
● Explain to customers the different types of loans and credit options that are available, as well as theterms of those services.
● Obtain and compile copies of loan applicants' credit histories, corporate financial statements, andother financial information.
● Review and update credit and loan files.
● Develop, monitor, and proactively manage sales activity metrics and use them to demonstrate salesproductivity improvements achieved through effective self-management. Run appointments in order to meet with our customers and homeowners. Attend weekly Sales Team Meetings and coaching sessions to actively learn, improve, and never settle! Manage job processing with customers, sales manager, admin, and ordering, to ensure operations metrics are achieved. Ensure you are highly proficient in the Window Nation Sales Process.
● Resolve customer complaints regarding sales and service.
● Monitor customer preferences to determine focus of sales efforts.
● Direct and coordinate activities involving sales of manufactured products, services, commodities, realestate or other subjects of sale.
● Determine price schedules and discount rates.
● Review operational records and reports to project sales and determine profitability. Arby's 2007 to March 23-2018
Shift Manager: Supervise and participate in kitchen and dining area cleaning activities. Resolve customer complaints.
● Train workers in food preparation, and in service, sanitation, and safety procedures.
● Observe and evaluate workers and work procedures to ensure quality standards and service, andcomplete disciplinary write-ups.
● Assign duties, responsibilities, and workstations to employees in accordance with work requirements● Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety. Perform personnel actions, such as hiring and firing staff, providing employee orientation and training, and conducting supervisory activities, such as creating work schedules or organizing employee time sheets.
● Analyze operational problems, such as theft and wastage, and establish procedures to alleviate theseproblems.
● Record production, operational, and personnel data on specified forms. ● Develop equipmentmaintenance schedules and arrange for repairs.
Education
Associate
Skills
• Banking
• Escrow
• Underwriting
• Loan Officer Experience
• Leadership
• Loan Origination
• Fair Housing Regulations
• Credit Analysis
• Inside Sales
• Salesforce
• Outside Sales
• Management
• Sales Management
• Financial Services
• Negotiation
• Loan processing
• Cold calling
• Customer Service
• Call Center
• Customer Care
• Customer Support
• Writing skills
• Communication skills
• Bilingual
• Filing
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