Annastacia Green
Customer Relation Specialist
Summary
Experienced Customer Service Representative bringing 25+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Consumer Relations Specialist (Contract)
SouthStar Energy
10.2022 - 09.2023
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Approved and terminated customer contracts upon request.
- Responded to customer calls and emails to answer questions about products and services.
- Trained staff on operating procedures and company services.
- Handled and responded to regulatory complaints for eight (8) jurisdictions with SouthStar; such as BBB and Commission states.
- Created standard operating procedures manuals for proprietary systems to assist with training.
Outstanding Funding Conditions Spec. (Contract)
Conerstone Home Lending, Inc.
10.2021 - 06.2022
- Audited time sensitive loan files to assess feasibility of funding authorization request and conveyed any potential risks to funding.
- Reviewed daily reports to effectively correspond to Loan Officers, Processors, Underwriters and Title Companies.
- Reviewed files to ensure signatures were affixed, conditions were accurate and documents were relevant to lender requirements.
- Accessed the Encompass portal to retrieve uploaded documents to clear conditions and approve the loan for the next phase for
funding. - Reviewed declaration pages to identify appropriate homeowners insurance coverage, hazard coverage, personal properties
coverage, loss of structure and personal liability coverage as applicable to the dwelling space.
Correspondent Loan Review Speclist
Guaranty Home Mortgage
04.2021 - 10.2021
- Studied and reviewed loans for missing documents to determine feasibility of assigning conditions.
- Handled customer complaints with relative ease by conducting research, listening carefully and a taking appropriate actions.
- Confirmed deficiencies are accurately resolved and documented.
- Trained new Team Members and assigned loan(s) in absence of Manager.
- Served as Team Lead to assign loan task to staff, and reviewed new hires work prior to loan being advanced to next step for
approval.
Post-Closing Specialist
Crosscountry Mortgage Inc
08.2019 - 11.2020
- Pulled daily suspense reports from investors websites to identify conditioned loans that are suspended.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Monitored daily pipelines of 150-300 loans.
- Communicated acceptance or rejection to applicants via email, telephone or personal consultations
Education
Associate of Business Administration - Business Administration
Community College of Denver
Denver, CO 05.2001 -
High School Diploma -
Palmdale High School
Palmdale, CA 05.2001 -
Skills
Account Updating
Call Control
Complaint Resolution
Sales Closing
Payment Processing
Customer Service
Customer Communications
Credit Adjustments
Appointment Scheduling
Training Experience
Inbound Phone Call Management
Account Management
Call Center Operations
Call Center Customer Service
Verbal and Written Communication
Customer Relations
Schedule Management
Account Updates
Data Analysis
Documentation and Reporting
Training and Mentoring
Timeline
Consumer Relations Specialist (Contract)
SouthStar Energy
10.2022 - 09.2023
Outstanding Funding Conditions Spec. (Contract)
Conerstone Home Lending, Inc.
10.2021 - 06.2022
Correspondent Loan Review Speclist
Guaranty Home Mortgage
04.2021 - 10.2021
Post-Closing Specialist
Crosscountry Mortgage Inc
08.2019 - 11.2020
Associate of Business Administration - Business Administration
Community College of Denver
05.2001 -
High School Diploma -
Palmdale High School
05.2001 -