Angela Perry
Chandler,AZ
Summary
Dependable Customer Service industry worker equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes, and increase customer satisfaction.
Overview
10
10
years of professional experience
Work History
Advisor Services
Charles Schwab & Co
Phoenix, AZ
04.2023 - Current
- Process transactions quickly and accurately in accordance with established procedures.
- Process deposits into customer accounts as requested by advisor or customer.
- Assist Financial Advisors with status of new account openings.
- Provide status updates on needed documentation for opening new accounts, setting up money movements, transfer of accounts and various other essential account maintenance.
- Provide assistance with both inbound and outbound calls.
- Research and follow up on complex account issues.
Lead Generation Specialist
MUFG Union Bank
05.2021 - 01.2023
- Cold called perspective customers to determine product or service needs, ascertain timelines, and identify decision-makers.
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Served as key team member in development of new client pipeline.
- Completed call reports, paperwork and on-going personal training by required deadlines.
- Completed daily outbound calls, up to 8 hours per day.
Mortgage Loan Specialist
Cenlar FSB
11.2019 - 05.2021
- Handled inbound and outbound calls documenting loan files for all communication
- Provided outstanding service using strong written and verbal communications to resolve delinquent accounts
- Counsel customers with delinquent mortgage payments through collection attempts to bring accounts current through various options
- Coordinated efforts with Loss Mitigation Dept to ensure all documentation for
- Underwriter review was communicated to the borrower and received; provided Loss
- Mitigation status sot borrower's during calls
- Be complaint with state and local collections laws, meet investor, client and company guidelines
- Maintain departmental standards to meet productivity metrics
- Accepted and processed borrowers payments and applied towards account balances.
Complaint and Grievance Analyst
Aetna
04.2018 - 11.2019
- Strong verbal and written communication skills
- Responsible for maintaining a heavy case load including issues that required immediate intervention, have time constraints, require daily updates, and other requirements that require effective time management
- Worked cases received by local and state agencies
- Heavy data entry for case documentation and compliance
- Demonstrates professionalism with customers, management, co-workers and vendors.
Member Services Advocate
Aetna
01.2016 - 04.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Met customer call guidelines for service levels, handle time and productivity.
Production Clerk
Express Scripts
10.2013 - 01.2016
- Processed incoming prescriptions orders
- Packaged prescription orders for shipping
- Ensured orders will packed correctly and quickly for swift delivery
- Required minimal oversight to complete job tasks, meeting all deadlines and goals.
Education
High School Diploma -
McKay High School
Skills
- Serve customer needs Manage complaints
- Serve customer needs Research
- Creative thinking Organization
- Customer Support
- Providing Feedback
- Critical Thinking
- Relationship Building
Timeline
Advisor Services
Charles Schwab & Co
04.2023 - Current
Lead Generation Specialist
MUFG Union Bank
05.2021 - 01.2023
Mortgage Loan Specialist
Cenlar FSB
11.2019 - 05.2021
Complaint and Grievance Analyst
Aetna
04.2018 - 11.2019
Member Services Advocate
Aetna
01.2016 - 04.2018
Production Clerk
Express Scripts
10.2013 - 01.2016
High School Diploma -
McKay High School