AMANDA ACEVEDO
Tampa,Florida
Summary
Customer Service Representative 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 and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Client support specialist
Continuum Cloud, LLC
3 2022 - Current
- Completing daily tax payments using government EFPTS system
- Issuing, packaging and sending out client payroll checks
- Issuing and sending out client Lien/Garnishment payments
- Reviewing and forwarding daily incoming mail
- Answering customer inquiries via Sales force.
Assistant Vice President, Consumer Advocacy
Fay Servicing
9 2016 - 10.2021
- Overseeing credit reporting for all borrowers.
- Managed the relationship with a print vendor.
- Ensuring all payoff requests were prepared and sent within the regulatory seven-day time frame.
- Reviewing written complaints and coordination of written responses sent back in the regulatory time frame of 30 days.
- Ensuring all letters/statements are sent within the regulatory time frame.
- Managing a team of 15, including 4 offshore team members.
- Leading and conducting all trainings and meetings for the department.
- Providing monthly feedback, coaching, and creating scorecards for staff.
- Assisting with updating aged job aides/procedures.
AVP, Customer Service
Fay Servicing
07.2019 - 07.2021
- Provided monthly performance gaps to CSR's and manage performance improvement.
- Managed the team's quality performance and continued to maintain a 97% or higher quality score.
- Conducted weekly call calibrations to continue to improve on quality and SLAs.
- Took ownership of customers' issues and followed through to resolution.
- Conducted and led weekly trainings and meetings.
- Conducted trainings for the entire Customer Service department.
- Led new hire training classes.
- Managed a team of 13 reps.
- Helped manage the offshore team of 25 CSR's.
Senior Customer Service Representative
Fay Servicing
12.2016 - 07.2019
- Reviewing borrower's mortgage loan account.
- Received and resolved escalated borrower calls.
- Answering questions and assisting the other Customer Service Representatives.
- Assisted with training new hires on job aids, policies, and procedures.
- Conducted monthly call side by sides with CSRs.
- Managed the external/internal customer service email inboxes.
- Managed the incoming customer service fax inbox.
- Reviewing and distributing all customer incoming voicemails from various customer voicemail boxes.
Office Assistant
Golf Coast Plumbing
04.2015 - 05.2016
- Responsible for answering all phone calls on a multi-line phone system.
- Entering in weekly hours for all staff for payroll.
- Received and reviewed all paperwork received by field workers.
- Greeting all incoming guests.
- Working weekly/monthly reports.
Legal Assistant
Allbertelli Law
07.2012 - 03.2014
- Answering calls from opposing attorneys.
- Coordinating hearing dates with judges, assistants in 7 different counties.
- Dedicated to 300 files a month.
- Prepared legal notices of hearing dates and provided copies to opposing attorneys, and sent them to the judge's assistant to add to the judge's calendar.
Education
Armwood Highschool
08.2002 - 05.2006
Skills
Empathy and patience
Strong Work Ethic
Client Relationship Building
Client rapport building
Interpersonal and written communication
Teamwork and Collaboration
Customer Service
Timeline
AVP, Customer Service
Fay Servicing
07.2019 - 07.2021
Senior Customer Service Representative
Fay Servicing
12.2016 - 07.2019
Office Assistant
Golf Coast Plumbing
04.2015 - 05.2016
Legal Assistant
Allbertelli Law
07.2012 - 03.2014
Armwood Highschool
08.2002 - 05.2006
Client support specialist
Continuum Cloud, LLC
3 2022 - Current
Assistant Vice President, Consumer Advocacy
Fay Servicing
9 2016 - 10.2021
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