Audio File Introduction:Nowell
Years Experience: 10
Previous Campaigns: Outbound Sales, Inbound Sales, Administration Support, Data Mining, Appointment Setting, Financial Services, Collections, Customer Service, Technical Support
LED Agent: No
Computer System Design and Network Technology
JP Morgan Chase & Co.
Loss Mitigation Specialist
RETAIL FINANCIAL SERVICES/HOME LENDING
* Loss Mitigation is a department that pursues foreclosure prevention alternatives to avoid costly foreclosure actions to the benefit of both the borrower & investor.
* Review and analyze borrower documentation to determine income and repayment capacity.
* Assess borrower hardship by analyzing housing expenses to determine proper loan resolution.
* Determine Modification recommendations within the system based on income/debt analysis.
* Complete active file audit reviews, quality control reports, and post closing audit functions.
* Communicating relevant information to internal/external customers, and sharing learning with colleagues.
* Assisting all mortgagors with the status of their application for Loan Modification.
* Providing resolution and giving alternative work out on their Loan Modification.
Sitel Customer Care Philippines, Inc.
Senior Customer Service Professional Level 2 REDE Team
* Adhering to agreed processes, meeting required work standards, targets and objectives.
* Operating call center systems competently and keeping both customerâ€™s accounts and own records accurately updated.
* Process full diagnostic for faulty T-Mobile handsets and book for repair or exchange.
* Chase order status for handsets neither new orders, upgrades, nor exchange handset.
* Dealing with all Billing and first line general Service enquiries.
* Accept Bill Payment for Pay Monthly and Top-Up for PAYG customers.
* Handled TELEREG calls from T-Mobile Dealers to process registration for new connections.
* Proven diagnostic and problem solving skills, to tight timescales.
* Resolve issues for billing concerns and settings of handset.
Senior Customer Interaction Associate / Mentor
* Handle Customer Service response via telephone, email, web chat, and fax.
* Resolve situation, provide information, trace or execute requests as needed by customer.
* Consistently maintained sales metrics such as Close Rate and Average Order Value.
* Recognized as a Top Team Performer of Spare Parts.
* Completed the Team Mentorship Program of Spare Parts.
* Professionally handled and resolved Customer Care concerns of DELL Home Systems, Inc.
* Consistently maintained exceptional scores for all metrics especially Customer Experience.
* Received commendations and incentives for Excellent Customer Service.
Globalstride Customer Solutions, Inc.
Customer Care Specialist
PUBLISHING / PRODUCTION
* As the Customer Care Specialist, I was assigned at the forefront of our organization
* Held responsible for front line support and assistance to our clients.
* Designated to analyze, diagnose and solve problems, with consistently high customer satisfaction.
* Verifies customer information and provides free subscription of a magazine for each campaign.