Angela Boone
Hampton,VA
Summary
Detail-oriented and results-driven professional with a proven track record in facilitating seamless real estate transactions. Seeking a challenging position as a Transaction Coordinator with a focus on leveraging my expertise in coordinating from lead generation to contract closure. Dedicated to maintaining compliance, providing exceptional customer service, and supporting a high-performing team. Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success.
Overview
22
22
years of professional experience
Work History
FNOL Claims Specialist
LiveOps
10.2021 - Current
- Handles all loss reports and claim inquiries as priority
- Enters new loss report information, claim documentation and loss details for all Property and Casualty lines of business
- Electronically files claim documentation and police report information using Allstate's processing systems
- Provides services, including repair options, rental reservations, property mitigation, towing, coverage verification and policy information
- Learn and maintain working knowledge of policies, procedures and processing systems for Allstate property/casualty products
- Reviewed new files to determine status of injury claim and to develop plan of action
- Escalated files with significant indemnity exposure to supervisor for further investigation
- Conducted full claim investigations and reported updates and legal actions
- Followed up with customers on unresolved issues.
Certified Loan Signer
Prime Notary (Self Employed)
10.2016 - Current
- As a Certified Loan Signer, responsibilities include acting as an impartial third-party witness, ensuring compliance with real estate transaction protocols
- Verify and secure signatures and initials of borrowers and lenders on essential documents, exhibiting precision, attention to detail, and a comprehensive understanding of the real estate process.
Order Specialist
QVC
04.2020 - 04.2021
- Support QVC customers through their purchases, educating them about various products, and providing interaction that is fun, personal and creates loyalty
- Perform duties properly and ethically
- Assisted customers by providing tracking information and resolving shipping or merchandise issues
- Updated company tracking system with latest information
- Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any hazardous contents
- Processed and handled customer complaints, answering questions and providing alternative solutions
- Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays
- Recommended merchandise and services that would meet customer needs.
Mortgage Loan Officer
Intercontinental Group, Homes
10.2020 - 03.2021
- Collect financial information (e.g Taxes, debts)
- Evaluate creditworthiness and eligibility for obtaining a mortgage loan
- Interview clients
- Guide clients through mortgage loan options
- Prepare and submit mortgage loan applications
- Ensure data are in line with national and local financial rules
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process
- Prepared file for final clear-to-close by branch management
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
Technical Support Representative
Concentrix
06.2018 - 02.2019
- Provided technical support for Apple, answered incoming phone calls and troubleshoot customer tech problems with computer software and hardware
- Used information from customers to diagnose tech issues and walked customers through steps needed to resolve issues
- Checked for known issues and resolutions in company's solutions database and added new information to the database when and if new problems were found
- Maintained logs of all calls answered and addressed
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
Customer Service Representative
Amazon
09.2015 - 02.2016
- Delivered timely, accurate and professional customer service to all Amazon customers via phone, email and chat
- Utilized variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Freight Agent
ON TIME TRANSPORT SERVICES LLC
04.2009 - 12.2013
- Managed incoming and outgoing shipping logistics for cargo transportation carriers and shipping companies
- Used a computer system to network and allocate resources to efficiently distribute cargo
- Determined shipping costs, researched most efficient shipping route, and tracked location of cargo
- Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups
- Created documents of load plans, cargo cleanliness inspections, and transportation processes
- Negotiated and arranged transport of goods with shipping or freight companies
- Entered shipping information into computer system and estimated freight and postal rates
- Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes
- Directed delivery trucks to shipping doors or designated areas and helped unload and load goods
- Led warehouse improvement initiatives to advance operational efficiencies.
DSL Technician
EMBARQ
03.2008 - 02.2011
- Assisted customers via chat or phone with network internet issues
- Analyzed, troubleshooted, and resolved technical issues for voice, internet, or data installation and connection issues
- Remotely configured and troubleshooted client's equipment
- In the event the issue couldn't be resolved, arranged dates, times & access arrangements for a service call
- Assisted customers with resolving email account issues with email hosts such as Microsoft Outlook
- Maintained quality assurance and customer satisfaction objectives
- Executed diagnostics, troubleshooting, and evaluations on computer and peripherals
- Completed job reports and logs immediately following service calls
- Set up and performed test activities
- Conducted tests of components and systems to evaluate performance and identify concerns.
Customer Service Representative
West
04.2002 - 10.2007
- Answered incoming calls for TV infomercials to process orders, handled billing inquiries and order shipment status
- Held certification for various Fortune 500 Companies to assist with customer service calls such as placing orders
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Recommended products to customers, thoroughly explaining details
- Cultivated customer loyalty, promoted repeat business, and improved sales.
Analyst /Cable Specialist
Sprint Nextel Inc
10.2005 - 10.2006
- Cable customers consisted of Time Warner, WOW, and Media Com
- Completed testing of circuits and loops where trouble was indicated without intruding or interrupting service for Airlines and Whitehouse
- Pentagon
- Responsible for VOIP customers' issues such as no dial tone, noise on line, or dropping of phone calls
- Solely responsible for all of Time Warner 911 ticket issues, all of Time Warner's customer 911 issues had to be corrected and updated within a 24-hour period, before FCC began to fine Sprint
- Managed all needs/requirements of high revenue commercial accounts through extensive follow-up procedures
- Improved customer service based on client feedback through development of new policies
- Developed and maintained quality assurance procedure documentation
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies
- Implemented test scripts and recorded results
- Performed root cause analysis through observation and testing.
Customer Service Coach
Sprint Nextel Inc
05.2005 - 10.2005
- Assisted four teams of 16 members with customer service escalations
- Assisted representatives with company services and products and utilized company's handbook for guidelines, policies, and guides
- Also assisted representatives with being able to meet monthly sales goals
- Motivated representatives to sell by offering promotions and contests
- Hosted training seminars and team meetings
- Communicated effectively with teams in program to ensure quality and timely expedition of customer requests
- Handled tasks of drafting documents as requested by Customer Care Manager
- Trained and mentored 16 new personnel hired to fulfill various roles.
Customer Service Representative
Sprint Nextel
03.2002 - 05.2005
- Assisted customers with relevant queries, complaints, and request for information on products and services
- Handled responsibilities of conducting research and solving problems
- Responsible for assisting clients on account information
- Handled tasks of conducting trainings and providing support to other areas as required
- Consulted with customers to analyze business requirements and convert requirements into product and service solutions
- Offered telephonic and desk-side help as well as delivering customer satisfaction surveys
- Conducted need-based selling by using non-scripted probing techniques
- Offered advice and assistance to customers, paying attention to special needs or wants
- Consulted with outside parties to resolve discrepancies and create expert solutions
- Educated customers about billing, payment processing, and support policies and procedures
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Maintained up-to-date knowledge of product and service changes.
Education
CRIMINAL JUSTICE -
UNC Pembroke
Pembroke, NCMortgage Loan Officer Certification -
Loan Affinity Real Estate School
Los Angeles, CA05.2020
Hertford County High School
05.1997
Skills
- Lead Management: Proven ability to assist originators in appointment setting with prospective and new applicants, ensuring rapid response with 35% conversion rate from lead to appointment
- Administrative Expertise: Adept at providing comprehensive administrative support, including managing client databases, pre-qualification processes, and updating essential documents such as credit reports and AUS findings
- Calendar Management: Skilled in efficiently setting and confirming appointments for originators, maintaining organized calendars, and ensuring timely follow-ups to enhance customer experience
- Communication and Relationship Building: Act as a point of contact for customers and referral sources, maintaining regular communication throughout the process Proficient in adhering to Guild's SAFE Act and Consumer Privacy/Safeguarding policies
- Contract to Close Proficiency: Monitor key dates related to loan transactions, manage databases, and provide administrative support from the initial loan application to processing, including ordering necessary documentation and resolving file issues
- Marketing Support: Provide essential marketing support by coordinating, creating, obtaining compliance approval, and distributing advertising materials Manage monthly compliance-approved email marketing to realtors
Timeline
FNOL Claims Specialist
LiveOps
10.2021 - Current
Mortgage Loan Officer
Intercontinental Group, Homes
10.2020 - 03.2021
Order Specialist
QVC
04.2020 - 04.2021
Technical Support Representative
Concentrix
06.2018 - 02.2019
Certified Loan Signer
Prime Notary (Self Employed)
10.2016 - Current
Customer Service Representative
Amazon
09.2015 - 02.2016
Freight Agent
ON TIME TRANSPORT SERVICES LLC
04.2009 - 12.2013
DSL Technician
EMBARQ
03.2008 - 02.2011
Analyst /Cable Specialist
Sprint Nextel Inc
10.2005 - 10.2006
Customer Service Coach
Sprint Nextel Inc
05.2005 - 10.2005
Customer Service Representative
West
04.2002 - 10.2007
Customer Service Representative
Sprint Nextel
03.2002 - 05.2005
CRIMINAL JUSTICE -
UNC Pembroke
Mortgage Loan Officer Certification -
Loan Affinity Real Estate School
Hertford County High School