Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support. Successful Customer Specialist with 4 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Hi, I’m
Anetra Jones
Customer Care Specialist
Auburn Hills,MI
Summary
Overview
5
years of professional experience
Work History
United Wholesale Mortgage
Customer Care Specialist
09.2022 - 11.2023
Job overview
- The facilitator for the application and approval process for mortgage loans, including reviewing applications and coordinating with underwriters.
- I developed and maintained relationships with mortgage brokers and clients to generate new business
- Utilizing loan origination software, customer relationship management (CRM) tools, and other relevant software streamline processes
- Working closely with colleagues, underwriters, processors, and other team members to ensure smooth loan processing and exceptional service
- Staying informed about and adhering to industry regulations , such as the Truth In Lending Act (TILA) and Real Estate Settlement Procedure Act (RESPA)
AJF Financial Services
Sales Specialist
06.2021 - 08.2022
Job overview
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Attended scheduled training sessions, department meetings, and company events to build expertise and promote company image
- Generated high quality leads by leveraging digital marketing tactics such as SEO and PPC campaigns
- Researched market and competitor trends, implementing best practices to improve customer satisfaction
Comerica Bank
Call Center Representative
02.2019 - 05.2021
Job overview
- Executed account request such as balance inquiries, reviewed transaction history, checked orders, disputed electronic payments, etc.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to problem solving tactics, analyzed and troubleshooted the customer challenges
- Met the exceeded individual productivity and quality assurance objectives
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
University of PhoenixTempe, AZ
No Degree from Environmental Science
06.2025
University Overview
- Honoree of [Anetra Jones]
- Awarded [Strategic problem solver]
- GPA 3.8
- Relevant College skills: Critical and creative thinking, decision making, evaluating arguments, problem solving.
- https://www.credly.com/badges/9835458c-926d-490e-9746-4509abc5e432/public_url
Skills
- Workload Planning
- Revenue Quotas
- Online Chat
- Customer Service Excellence
- Technical Support and Assistance
- Inbound Customer Service
- Outbound Collection Calling
- Customer Relationship Management
- Microsoft Office
- Customer Implementation Support
- High-Volume Environments
- Selling Skills
Learning Programmatic Advertising
Learning Programmatic Advertising
I am currently expanding my skill set into programmatic advertising. It's an exciting field that I believe will complement my expertise in customer are and sale's specialist. I'm actively learning about this skill set and it's impact on digital marketing strategies. My current studies, I am immersing myself in the programmatic advertising to understand the intricacies of automated ad buying and it's judgment on the digital landscape.
Timeline
Customer Care Specialist
United Wholesale Mortgage
09.2022 - 11.2023
Sales Specialist
AJF Financial Services
06.2021 - 08.2022
Call Center Representative
Comerica Bank
02.2019 - 05.2021
University of Phoenix
No Degree from Environmental Science