Angelica Valme
Sicklerville,NJ
Summary
Highly motivated, goal-oriented, self-starter seeking a position within an organization, which will enable to utilize professional and Retail skills at optimal levels Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
FREEDOM MORTGAGE
06.2023 - 06.2024
- Reviewed customer’s account for problems in payments or other issues involving foreclosure or bankruptcy, recommended programs which has trial payment plans, forbearance, and other repayment plans
- Made sure that information was current on their mortgage statements, answered questions regarding insurance premiums and claims dealing with property damage from natural disasters
- Other inquiries were dealing with private mortgage insurance and escrow account questions .Meet criteria by 100% in stats for helping with inquiries in a timely manner and deescalating the calls
- Started out as a CSR 1 within six months graduated to CSR 2
- Use of AS 400 system, also answered calls through the AVR dialer, inbound and outbound calls received daily
- Worked with Salesforce and EDMS mailing system and use of Genesis for dialer
- And other platforms used in obtaining customer’s files.
Customer Service Representative
ALORICA
10.2022 - 06.2023
- Worked in assisting retiree’s in obtaining Health Insurance
- Used Microsoft office 365, and Genesis, also Oracle in checking members accounts in discussing details of claims processed and denied
- Called other departments in resolving problems with claims, prescription refills, and updating prescription list
- Discuss also AARP Medicare Insurance plans, including Supplemental and DSNP plans in aiding which were best suited for their health needs
- Use of voice over IP phone system and attended monthly meetings through teams.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Fulfillment Associate
LOWES
07.2021 - 09.2022
- Helped customers with their online orders in using the Genesis software and Sterling and Oracle to view customers’ accounts and make updates, when orders are placed, sold, or return
- Handled mostly curbside and pick up orders through our customer service department
- Also, helped in other departments during our down time with assisting customers with questions about products they were thinking about purchasing
- Also, used equipment in helping with getting down stock or putting away products that were received at the loading dock.
Processing Clerk
MACY’S INC
09.2014 - 05.2020
- Responsible for processing and sensoring items shipped to other Macy’s stores where sorted and separate item by department
- The position responsibilities were to check correct numbers of items, style, and color are received
- Once items are processed, the items are delivered to the appropriate departments for special events and sale days
- Work on sales floor in organizing sales floor layout and help customer when lines are full
- Also, helped customers in buying shoes, made sure sales floor was neat
- Worked as an expeditor in getting shoes for customers
- Every month audit was conducted in order to know what products big sellers were.
Title One Analysts
PHH Mortgage INC.
06.2013 - 08.2014
- Reviewed title documents with appraisals and mortgage package, compare figures of loan amount and money being reimbursed due to incorrect calculations of the Truth in Lending Disclosure, which is the breakdown of the monthly calculations for the loan payment
- Call borrowers if any changes made to their mortgage portfolios
- Attended monthly meetings to improve customer service and be more efficient around the office
- Worked with the Oracle and other financial programs
Underwriter Review
Stars, Inc.
07.2012 - 12.2012
- Reviewed appraisals for any discrepancies, review the number of occupants in property indicated such as, Condos, Single homes, and Subdivisions etc
- Made sure that fees applied for loan documentations, right number of photographs taken on property being sold was up to date according to the appraiser’s dates of comparable, price listing for the same geographical location, and if property sold, were a good location for transportation, schools, and travel for work.
Customer Service Representative
TD BANK CORP
07.2010 - 06.2012
- Always provide customer services to customers in a friendly and courteous manner
- Enough knowledge about the banking products and services and respond to all inquiries accordingly
- Provide information to customers on their account status and account balances Open new bank accounts
- Participate in marketing and awareness campaigns in the bank to create an enlarged customer base Involved in performing some financial related and marketing transactions Channel complex customer complaints and challenges to the right quarters for effective resolution helped customers with their financial needs in determining the right accounts for them such as, checking, savings, CD’S and other financial packages
- Introduced banking services to a large Hispanic community in Woodbury, New Jersey in the services provided through TD Bank; educate them about services provided through Ameritrade which offers life insurance, wills, and estate programs for retirees
- Before there was no translator at the branch, was able to go over information in their language and was able to go over their bank statements and fees that accumulated due to overdrafts.
Loan Processor
TD Bank Corp
02.2006 - 10.2009
- Aided in the Loan Admin and Risk Analytic Department; handle consumer questions, business loans, and subpoena files
- Trained new employees in bank policies and procedure
- Worked with department to research fraud and outside lawsuits, ensuring projects were completed at specified time
- Resolved loan-processing issue when IT system was down, enabling the loan to close by its deadline
- Suggested a more efficient way to handle electronic and paper mail saving over $2,000 per month
Consumer Closer
COMMERCE BANK CORP
09.2005 - 02.2006
- Reviewed financial Data, appraisal reports, credit reports, verifications, and documents as required Determined member qualifications and recommended loan terms to management and interfaced with Credit Union lending personnel Ordered credit reports, appraisal reports, and environmental flood property searches Reviewed all credit, loan, and collagenized files to ensure that information was current and reported any concerns to department manager
- Analyzed information provided by clients to assist with finding appropriate loan programs
- Informed supervisor of shortcuts used to received and processed loan packages quicker, which save not only time but also money
- Developed a new system of sending email to other processors and clients in order to avoid duplication of mail
Education
Associate of Science - Nursing Assistance
Camden County College
Blackwood, NJ02.2014
Associate of Science - Nursing Administration
Rowan University At Gloucester College
Gloucester, NJ11.2013
Associate of Science - Computer And Information Sciences
Academy of Computer Careers
Willingboro, NJ02.2001
Bachelor of Arts - Education of Individuals in Elementary Special Education Programs
City University of New York Brooklyn College
Brooklyn, NY06.1988
Skills
- Microsoft Office proficiency
- Time Management
- Windows 8 and 10
- Outlook Mail Management
- Worked on online Smart Space
- Excel efficient filing system and customer database protocols
- Proficient in banking AS400 System
- Typing 60 WPM
- Bank Filing system / File Net
- Multi-Lingual (Spanish-Italian)
- Phone Skills
- Appointment Setting
- Genesis
Voice over IP phone system
Critical Thinking
Active Listening
Problem-solving abilities
Customer Service
Call center experience
Computer Proficiency
Professional Development
- Worked on online courses called Smart Space, which were part of our compliance program in which certificates were issued when completed.
- Also obtained licensed in Office Administration and knowledge of computer programs.
Timeline
Customer Service Representative
FREEDOM MORTGAGE
06.2023 - 06.2024
Customer Service Representative
ALORICA
10.2022 - 06.2023
Fulfillment Associate
LOWES
07.2021 - 09.2022
Processing Clerk
MACY’S INC
09.2014 - 05.2020
Title One Analysts
PHH Mortgage INC.
06.2013 - 08.2014
Underwriter Review
Stars, Inc.
07.2012 - 12.2012
Customer Service Representative
TD BANK CORP
07.2010 - 06.2012
Loan Processor
TD Bank Corp
02.2006 - 10.2009
Consumer Closer
COMMERCE BANK CORP
09.2005 - 02.2006
Associate of Science - Nursing Assistance
Camden County College
Associate of Science - Nursing Administration
Rowan University At Gloucester College
Associate of Science - Computer And Information Sciences
Academy of Computer Careers
Bachelor of Arts - Education of Individuals in Elementary Special Education Programs
City University of New York Brooklyn College