Amanda Nelson
Springfield,OH
Summary
Professional call center representative with 23 years of experience providing information to customers, assisting them in troubleshooting problems, and resolving their concerns. Meets and exceeds customer expectations by providing friendly, professional, and courteous service to clients. Able to resolve customer concerns and problems quickly and efficiently. Proven track record of multitasking, attentiveness and courtesy.
Overview
23
23
years of professional experience
Work History
Default Prevention
lOANDEPOT.COM, LLC
Springfield, OH
09.2021 - 04.2023
- Assisted customers that were behind on their mortgage or in imminent default with options available.
- Advanced training in FDCPA and CFPB government regulations
- Internal training on various topics from customer handling with empathy and compassion to collections.
- Worked with borrowers to set up loan rehabilitation plans.
- Adhered to company standards, federal guidelines and fair collection practices.
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
Customer Service Representative
Assurant Specialty Property
Springfield, OH
05.2013 - 07.2021
- Work with customers and insurance companies on updating policy information based on legal requirements.
- Verified premiums paid, policy active and coverages included
- Worked with major companies as well as agencies throughout the US.
- Followed industry trends and changes based on parts of the country and property coverage needed
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Utilized company websites for major insurance companies as well as database maintained by company.
Customer Service
Safelite AutoGlass
Dublin, OH
02.2000 - 05.2013
- Began career as customer service agent and assisted in setting up glass replacement appointments based on customer needs.
- Was integral in developing a commercial team that worked with major corporations on glass replacement throughout the United. Worked with Enterprise, U-Haul, Schneider Trucking for example.
- Adhered to schedules with regularity and persistence, supporting team members and filling schedule deficiencies.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used email, fax, chat and phone calls to obtain and schedule needs
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Developed and trained new customer service representatives on the proper handling of customer inquiries
Education
Bachelor of Arts - American Studies
Heidelberg University
Tiffin, OH05.1983
Some College (No Degree) - Business Administration
Franklin University
Columbus, OHSkills
- Computer Skills, Customer service, Communication skills, Computer literacy, Detail Orientated
- Customer Education
- Relationship Building
- Active Listening
- Critical Thinking
- Organizational Skills
- Microsoft Office
- Problem Resolution
- People Skills
Timeline
Default Prevention
lOANDEPOT.COM, LLC
09.2021 - 04.2023
Customer Service Representative
Assurant Specialty Property
05.2013 - 07.2021
Customer Service
Safelite AutoGlass
02.2000 - 05.2013
Bachelor of Arts - American Studies
Heidelberg University
Some College (No Degree) - Business Administration
Franklin University
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