Tiffany Holland
Rocky Mount,NC
Summary
Customer Support Professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Document Specialist
Registered Agents Inc.
11.2022 - Current
- Performed regular audits of document repositories, ensuring accuracy and integrity of all stored information.
- Managed high volumes of documents efficiently, prioritizing tasks according to deadlines and project requirements.
- Safeguarded sensitive information by adhering to strict security protocols when handling confidential documents.
- Applied advanced knowledge of legal terminology when reviewing service of process and other legal documentation.
- Exhibited exceptional attention to detail while reviewing extensive document sets, ensuring thorough and accurate identification of pertinent information and placement into correct accounts.
- Scheduled and tracked deadlines of multiple active compliance audits.
- Prepared documents for projects in accordance with project manager, team, or client specifications.
- Streamlined workflow for faster document processing, leading to improved productivity and time management.
- Reduced errors by implementing comprehensive proofreading process before submitting final documents to client accounts.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
Creative Director
Pressed Design Studio
07.2020 - 11.2022
- Developed high-impact creative trailers and promotional content for company campaigns from concept to completion.
- Built strong relationships with clients, leading to long-term partnerships and repeat business opportunities.
- Managed multiple client projects simultaneously, ensuring timely completion and seamless execution.
- Developed comprehensive style guides to maintain brand consistency across all channels.
- Handled customer inquiries and suggestions courteously and professionally.
- Increased client satisfaction by delivering tailored design solutions that exceeded expectations.
- Created creative briefs and timeline to manage creative process from concept to completion.
Service Consultant
Progressive Casualty Insurance
09.2018 - 05.2020
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Followed up on denials, late payments, extensions and other special circumstances.
- Maintained high standards of customer service by building relationships with clients.
- Maintained high level of industry expertise through continuous professional development courses and certifications.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Optimized revenue opportunities by identifying cross-selling possibilities within existing client base.
Loan Processing Analyst
PNC Financial Service Group
10.2016 - 05.2018
- Managed mortgage applications pipeline, maintaining accuracy and prioritizing urgent cases.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Maintained compliance with federal regulations by staying up-to-date with industry changes and guidelines.
- Expedited pre-approval processes by accurately evaluating applicant income, credit history, and property values.
- Streamlined communication between underwriters and loan officers, resulting in improved turnaround times.
- Monitored key dates to obtain information by deadlines.
- Reviewed and validated details of loan applications and closing documentation.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Improved borrower experience through prompt follow-ups on inquiries and concerns throughout the application process.
- Reduced errors in submitted applications by meticulously reviewing documents for completeness and accuracy before submission to underwriting departments.
Collections Agent
PNC Financial Services Group Inc
01.2014 - 10.2016
- Received inbound and made outbound calls to customers to secure payment by phone on high-risk default direct draft accounts
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Provided instruction on debt collection practices, laws, and regulations while training new team members
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Worked with peers to resolve diverse customer issues by taking escalated phone calls, providing floor support, and providing knowledge and insight on diverse situations in absence of management
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Worked with customer to create debt repayment plan based on current financial condition.
- Promoted to a Loan Processing Analyst position.
Education
High School Diploma -
W.L Greene High School
Nashville06.2007
Skills
- Data logging
- Workflow Management
- Document Management
- Adobe Acrobat
- Data Entry
- Customer Relations
- Database Research
- CRM Software
- Computer Skills
- Relationship Building
- Banking
- Loan Origination
- Document Verification
- Documentation Review
Timeline
Document Specialist
Registered Agents Inc.
11.2022 - Current
Creative Director
Pressed Design Studio
07.2020 - 11.2022
Service Consultant
Progressive Casualty Insurance
09.2018 - 05.2020
Loan Processing Analyst
PNC Financial Service Group
10.2016 - 05.2018
Collections Agent
PNC Financial Services Group Inc
01.2014 - 10.2016
High School Diploma -
W.L Greene High School
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