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Customer Service Representative Resume

San Bernardino, CA

Position Statement:

Highly experienced Customer Service professional with over 15 years of relevant experience. Able to handle a high volume of customer calls in a fast-paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Working knowledge of MS Word and Excel, excellent communication skills, Solid work ethic. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations.

Relevant Awards:

Certificate of Excellence-January 2012- For exceeding the target goals in all areas of cross-selling.
Certificate of Outstanding AchievementJanuary 2012
Above and Beyond May -June 2010- In recognition of the Most Commendations in the month
Certificate of Frontline Leadership Training - December 1995
Certificate of Recognition - July 1994 - In recognition of the Most Commendations


Proficient with MS Office and Applications (Lotus, LPS, Director, Lending Portal, WebX, Oracle, Word, Excel, PowerPoint, etc.)Exemplary Telephone Skills / Customer Service Aptitude Typing 45 wpm, Faxing, Photocopying, Etc.


Confidential, 08-2011 - 01-2012
Responsible for various jobs to include routine incoming calls inquiries about their mortgage.With a passion for making sure customers get the highest-quality service. Using problem-solving skills and making quick decisions able to be instrumental in helping customers get quick, informed answers to their issues, tracking escrow information orders, fielding complaints, and providing product information, while updating home financial information from borrowers with escrow questions. Assisted customers with transactions processes, payments, repayment plans, Up-sell and cross-sell products in an effort to increase revenue per call; time management.

Confidential, 01-2010 -09-2010
Responsible for various jobs to include routine inquiries and complaints from customers regarding mortgage products and services. Key areas of responsibility include: troubleshooting problem solving billing/account disputes, escalating problems and basically being the customer advocate within the company. Responsible for various jobs performance activities concentrating in bank debt settlement policies, which include: loan modification, financial information, updating borrower’s financial information, and short sale process. Other duties included the following transaction process: Payments, repayment plans, and making outbound follow up calls on default accounts.

Confidential, 2008 to 2010
Respond to handle heavy incoming customer calls within call center inaccuracies in debits and credits for this financial institution with more than 160 branches in Texas and California. Key areas of responsibility include: Responds to customer requests for assistance with checking, saving account, payments, deposits, withdraws, balanced cash draws. Crediting customers\' accounts with provisional credit when disputes were filed regarding checking accounts, savings accounts, IRAs, certificates of deposit, etc. Servicing customer ATM cards through activation, deactivation and updates. Explaining benefits of additional products and services to customers, while working to attain sales goals. Maintaining internal and external various reports and performed other duties as requested.

Confidential, 1992–2008
Provide "Best in Class" customer service to an average of 100 -150 calls daily - assistance with billing, technical support, telephone orders and service-related inquiries - Processes sales orders and order changes to include price quotations, preparation and follow up on purchase orders, resolution of incorrect orders, and confirmation of shipment dates. Uses software to retrieve customer information, verifies inventory levels, and processes purchase orders while adhering to call center performance requirements for metrics including customer satisfaction, timeliness of response, new product and service sales, and accuracy of information.

EDUCATION : Confidential

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