Angelica Thomas
Dallas,Tx
Summary
Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. Promote products and services, answer questions, and seek timely resolutions to satisfy members and maintain high productivity. Excellent communicator with attention to detail and good account management skills. Enthusiastic general administrative support, for financial and mortgages industries with knowledge of titles, retirements plans, mortgage documents, escrow accounts, skip tracing and inventory control. Positions include, receptionist, mail room clerk, call center representative and shipping clerk.
Overview
11
11
years of professional experience
Work History
Customer Service/Gate Agent Specialist
Delta Airlines Dfw
Dallas, TX
07.2019 - Current
- Validated data and resolved problems related to system-generated information
- Informed customers and professionals on eligibility, benefits, claims payment, and authorizations
- Responded to customer questions and complaints and documented consumer communications
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues
- Implemented best practices in fostering exceptional customer care support and satisfying customers
- Educated clients about important information such as their travel times, transportation connections and visa requirements
- Traced lost, misdirected or delayed baggage to help customers locate their items.
Wire Transfer Specialist
Fairway Independent
Carrollton
07.2017 - 05.2019
- Tracked communications across Encompass to effectively monitor message and facilitate connections
- Prevented Wire service delays by effectively using slow periods to get ahead of routine tasks such as reviewing reports to ensure that all outgoing wires were the monies to be sent to would be received at the banking institution
- Helped customers with financial problems using relationship-based approach
- Completed assigned tasks with little or no supervision
- Reviewed incoming orders and assigned work to wires in the pipeline to maintain demanding schedule.
Wire Specialist
Fidelity Title
Irving
06.2014 - 07.2017
- Review documentation for completeness and accuracy to assure compliance with company wire transfer procedures and requirements
- Enter and/or release wires in bank system(s) accurately
- Provide timely response to customer inquiries
- Interact with banks when required
- Confirmation of incoming funds
- Preparing Abstract Reports
- Responsibilities included processing Deed Chain Reports
- Order Certified Copies from the Courthouse
- Receives and fields inbound calls from borrowers seeking assistance on processed wires
- Followed established guidelines and procedures.
Customer Service
Fidelity Investments
Westlake
09.2013 - 01.2014
- Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans or other human resource related services
- These inquiries were handled by communicating in a clear, concise and confident manner in order to provide an excellent customer services experience in a fast-paced work environment
- Ensured that all transactions were submitted in a timely and accurate manner
- Resolved all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary
- Tracked calls with Idle/Wrap metrics system.
Escrow Assistant
First American Title
Westlake
11.2012 - 04.2013
- Examined abstractor reports to identify delinquent taxes
- Validated land ownership documents for accuracy and legality
- Followed escrow standards, real estate regulations, and title clearance requirements to complete quality work
- Managed customer accounts and relationships effectively
- Kept work area organized and clutter-free.
Education
General Business -
Shreveport Job Corps
07.1989
Skills
- Call escalation
- Client communication
- Product knowledge
- Report generation
- Researching
- Upselling and cross-selling
- Complaint documentation
- Data entry
- Call center procedures
- Order processing
- Account updating
- Banking operations support
- Sales and Upselling
- Cultural Sensitivity
- Strong Work Ethic
- Problem-Solving
- Reservation Confirmation
- Issue Resolution
- Payment Processing
- Data Entry
- Documentation And Reporting
Timeline
Customer Service/Gate Agent Specialist
Delta Airlines Dfw
07.2019 - Current
Wire Transfer Specialist
Fairway Independent
07.2017 - 05.2019
Wire Specialist
Fidelity Title
06.2014 - 07.2017
Customer Service
Fidelity Investments
09.2013 - 01.2014
Escrow Assistant
First American Title
11.2012 - 04.2013
General Business -
Shreveport Job Corps