Customer Service Specialist/Mortgage Servicer-Caliber Home Loans
Oklahoma City, OK
I take inbound calls assisting customer’s with mortgage payments,insurance policies and taxes. Provide information about original loan documents and their mortgage loan.
Customer Service Specialist
February 2014 to April 2017
Assisted customers, stores, and restaurant personnel by handling questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, comment cards, U.S. mail, etc.
Solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments. Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
June 2012 to February 2014
Handles the register, orders product as requested, receives product deliveries, ensuring orders and invoice accuracy. Stocks, rotates, merchandises and faces product according to department procedure. Maintained back stock areas, trained other staff as needed. Catalogs and codes invoices, if requested, according to procedure. Assists in other departments as needed and performed other duties that met business needs.
Customer Service Representative (Seasonal)
October 2005 to 2014
Helped customers coordinate items of interest, navigated Internet to assist customers, transferred calls, conference calls, and made calls to necessary stores to accommodate customer needs. Confer with customers by telephone in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
January 2001 to August 2005
Diagnosed procedures to determine the source of the issues and problems, researched, isolated escalated calls, and resolved escalated calls, and made management decisions when necessary. Responded to telephone, written, and internet based inquiries, support is primarily related to external clients but may also assist and advise internal clients. Analyzed both routine and non-routine problems with wireless equipment, software applications, and network performance to identify problem root cause and recommend corrective action. Some interactions may require deviation from standard screens, scripts, and procedures. Recommend solutions to customer questions which may require follow-up or escalation to a higher level of expertise.
Awards and Achievements
♦Perfect Attendance for 3 years ♦Leadership Award ♦Customer Quality Award