Andrika Lasker
Conway,AR
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Consumer Cellular
12.2023 - 08.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Loan Setup - Redisclosure Specialist
Loandepot
11.2019 - 10.2022
- Collected and reviewed client data for loan applications, ensuring accuracy and compliance
- Conducted thorough research and corrected application errors to streamline loan process
- Monitored daily reports to ensure timely issuance of Loan Estimates, meeting department service levels
- Assisted Loan Officers with application processing and completion tasks.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Collected, arranged, and input information into database system.
Document Retrieval Specialist: Champion
Mr. Cooper
07.2017 - 10.2019
- Managed a portfolio of 500 loans, conducting research and obtaining necessary documentation
- Organized and prioritized HUD required documentation for claim filing, ensuring timely submission
- Documented all necessary information for proper claim handling and prepared mortgage-closing packages
- Submitted HUD Assignment Claims to meet department goals and followed up on pending submissions
- Safeguarded sensitive information through diligent adherence to security protocols during the document retrieval process.
- Handled high-pressure situations calmly, ensuring timely completion of urgent projects without compromising on quality.
- Assisted clients with specific document requests, providing timely support and exceptional customer service.
- Enhanced document retrieval efficiency by implementing advanced search techniques and strategies.
- Reduced time spent on manual searches by utilizing specialized software tools and applications.
- Conducted thorough quality checks on retrieved documents, reducing errors and improving client satisfaction rates.
- Improved overall project turnaround times by prioritizing urgent tasks and managing workload efficiently.
Customer Service Rep II
Mr. Cooper Mortgage-USAA
07.2015 - 07.2017
- Provided prompt and accurate responses to mortgage servicing inquiries, resolving issues efficiently
- Processed payoff statements, loan maintenance requests, and verifications of mortgage
- Identified cross-sell/up-sell opportunities to enhance customer relationships and revenue generation
- Supported over 200 daily customer inquiries within Windows based environments, utilizing CRM software to enhance resolution efficiency and achieve a 95% customer satisfaction rate.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Senior Operations Rep
Bank of America/Merrill Lynch
10.2012 - 05.2016
- Conducted detailed account reviews for fraud detection and risk assessment for over 100+ accounts.
- Managed cross-functional teams to ensure timely project delivery and exceed customer expectations.
- Implemented continuous improvement strategies by identifying opportunities and executing action plans.
- Engaged in continuous learning opportunities to stay up-to-date on industry trends and incorporate new knowledge into daily operations management strategies.
- Developed strong customer relationships by addressing concerns promptly and providing solutions that exceeded expectations.
- Assisted in the development of training programs to enhance employee skillsets and support professional growth.
- Enforced safety, security, quality and performance procedures, rules and requirements.
- Handled customer needs and issues by working with representatives and customers directly.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
Associate of Arts, Science & Marketing -
The Art Institute of Philadelphia
Philadelphia, PA06.2001
Skills
Customer Service
- Active Listening
- Problem-solving abilities
- Customer Relations
- Computer Proficiency
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
Timeline
Customer Service Representative
Consumer Cellular
12.2023 - 08.2024
Loan Setup - Redisclosure Specialist
Loandepot
11.2019 - 10.2022
Document Retrieval Specialist: Champion
Mr. Cooper
07.2017 - 10.2019
Customer Service Rep II
Mr. Cooper Mortgage-USAA
07.2015 - 07.2017
Senior Operations Rep
Bank of America/Merrill Lynch
10.2012 - 05.2016
Associate of Arts, Science & Marketing -
The Art Institute of Philadelphia