Angelica Thomas
deleakincade@ymail.com
Dallas,Tx
Summary
Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. 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. 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.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Delta Airlines
07.2019 - Current
- Ensured accuracy of system-generated information through validation and problem resolution
- Informed customers and professionals about eligibility, benefits, claims payment, and authorizations
- Offered timely and effective resolutions to customer queries and grievances, ensuring meticulous documentation.
- Informed clients about travel times and visa requirements while also providing information on transportation connections.
- Aided customers in finding their lost, misdirected or delayed baggage through efficient tracing methods to quickly locate missing items.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Wire Transfer Specialist
Fairway Independent
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
- Reviewed incoming orders and assigned work to wires in the pipeline to maintain demanding schedule.
Wire Specialist
Fidelity Title
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
- Confirmation of incoming funds Preparing Abstract Reports
- Responsibilities included processing Deed Chain Reports
- Order Certified Copies from the Courthouse.
Customer Service
Fidelity Investments
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
- Tracked calls with Idle/Wrap metrics system.
Escrow Assistant
First American Title
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
Dallas, Tx07.1989
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
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Complaint Handling
- Problem Resolution
Work Preference
Work Type
Part TimeFull TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceTimeline
Customer Service Specialist
Delta Airlines
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