SR CUSTOMER SUPPORT REP Resumes in US: M LARRISHA

Name:

M LARRISHA

Location:

Experience:

5-10 yrs

Most Recent Job Title:

SR CUSTOMER SUPPORT REP

Objective:

To obtain a part time or independent contracted administrative position within a doctor's office setting or other small office setting.

Resume Text:

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Excellent Customer Service skills

General Accepted Accounting Principles (GAAP)

RELEVENT EMPLOYMENT HISTORY

Citifinancial, Inc, Fort Mill, SC 10/2003-09/2007

Sr. Customer Support Representative

Scope of responsibilities is diverse: Researched, processed and submitted paperwork and emails to initiate and complete the release of mortgages. Tracked the progress of the mortgage releases. Identify problems with accounts and its mortgage satisfaction pieces. Granted special authorization to vendor, to release mortgages outside of normal parameters. Performed account audits to ensure they meet regulatory compliance for state and federal policies regarding timely release of mortgage liens. Analyzed bi-weekly and month end paid reports. Handled escalated customer complaints and issues. Coordinated file and process office supply orders. Acted as a special project coordinator for departmental manager. Coordinated and planned system updates that enabled the department to work more efficiently. Former departmental Chairperson of Voice of the Employee forum. Served as interdepartmental liaison for issues regarding lien release and computer applications. Acted as IT tester for new application. Served as administrative technical support for our network co-collections department.

Citifinancial, Inc Charlotte, NC 03/2002-10/20003

Customer Support Representative II

Diverse scope of responsibilities: Researched, processed and submitted paperwork and emails to start the mortgage lien release process. Identified problems with accounts based on information received during customer phone calls and correspondence. Authorized vendor to release mortgages outside of contractual parameters. Analyzed paid out reports and notifications. Authored professional correspondence to customers and lenders. Maintained spreadsheet which tracked the mail out of customer overpayment checks. Mailed overpayment checks to customers and processed all types of paid in full documents, e.g. titles, contracts and non-real estate and real estate secured lien releases.

Citifinancial, Inc Charlotte, NC 05/2001-3/2002

Customer Support Representative I

Communicated daily with debt counseling agencies to negotiate hardship payment plans. Called agencies daily to inquire of payment status and last payment received by debt counseling agencies, processed paperwork to implement new payment plans. Submitted account adjustments for problem accounts. Mailed overpayment checks to customers, created professional correspondence to inquire, processed all paid documents, e.g. titles, contract and lien releases. Mailed disability and insurance claims forms to customers upon request and followed up with customers and internal vendor (insurance company) on insurance claims.

Citifinancial, Inc Charlotte, NC 07/1999-5/2001

Collections Rep I

Called varies types of delinquent accounts (real estate, retail, business-to-business)which was approximately 150-200 to setup payment arrangements, solicited and entered electronic checks via Automate Payment

System (APS) and Western Union. Answered customer's questions regarding the terms of their promotion used to setup their loan agreements. Documented notes on the Melita and/or CACS software systems. Processed and tracked customer disputes, submitted account adjustments, collected on special business accounts, and analyzed accounts for possible legal action. Logged return mail and searched available systems for updated mailing instructions

CAREER ACCOMPLISHMENTS

Developed recognition awards and motivational incentives for employees

Trained staff members regarding equipment operations, various processes, and software applications

Coordinated the installation of several software applications

Acts as departmental troubleshooter for technical issues

Helped develop and implement database that improved processing time for branch notification process by 60 percent

EDUCATION AND PROFESSIONAL DEVELOPMENT

Pfeiffer University, Charlotte, NC 2001-2005

B.S., Business Administration

Certifications

Time Management Certification

by Brainbench 03-28-2007

Human Resource Concepts Certification by Brainbench 04-06-2007

Continuing Education Courses

Applying Leadership Basics NC-CNA I program(in progress)

Basics of Effective Communication Harvard Manage Mentor: Setting Goals

Managing Difficult Interactions Managing Personal Stress

COMPUTER SKILLS

Proficient in MS Office (Access, Word, Excel, PowerPoint, Internet Explorer and Outlook)

Windows XP and Windows 2000

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