APRIL KIRK

• Promoted from Customer Service Representative based on strong performance and leadership.
• Manage the daily operations of a fleet of 25 professional drivers.
• Assign loads and coordinate schedules.
• Serve as the primary contact for the Bad Boy Mowers account.
• Monitor HOS compliance and DOT requirements.
• Approve driver PTO while maintaining fleet coverage.
• Coach drivers and resolve operational issues.
• Use TMW, Asset Maps, and Concur daily.

• Supported drivers and customers, coordinated with dispatch and operations, resolved transportation issues, and maintained accurate records.

Customer Service Associate II

FIS Global - Little Rock, AR

May 2020 to Present

Provide customer service via phone and virtual chat solutions regarding high level client accounts.

Handle a variety of customer inquiries including complex support issues for our Purepoint Financial

customers.

• Serve as a primary contact for customer issues and product inquiries.

• Update customer information and ensure accurate entry of contact information

• Troubleshoot customer problems and identify root cause of problems as needed.

• Serve as a subject matter expert for current and potential client

Mortgage Customer Care Representative

Arvest - Little Rock, AR

November 2015 to March 2020

Answer internal and external calls and work calls from the message center and respond to customer requests within

established timelines in order to maintain service level expectations with regards to: abandonment rate and the calls

average-speed-to-answer rate.

• Verify caller identity through the authentication procedures set forth by federal and/or state regulations. Provide

information and knowledgeable assistance regarding mortgage loans by retrieving customer loan information quickly and

efficiently.

• Follow escalation procedures to address customer concerns to identify and report possible threats made towards the

company and/or other associates.

• Accurately track and document all communications with customers to provide a detailed history of contact. Documentation

should include all pertinent information from conversation (s) as set forth by the department policies and procedures.

• Research items and follow-up with customers in a timely manner. Work with bank associates, prior mortgage companies

or other mortgage associates to obtain the necessary information.

• When applicable, provide written responses to customer inquiries for general documents, research requests, copies of file

documents, etc.

• Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain

policies and procedures courteously and patiently.

• Remain cognizant of opportunities to further strengthen the customer relationship by identifying a potential need and

referring the customer to the appropriate division within the company.• Participate in outbound call campaigns to include: welcome calls, product service awareness, and various other company

contact efforts.

• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job

duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls;

report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account

activity.

• Responsible for the preparation and processing of outbound automotive freight

• Billing to include North America and overseas shipments

• Order entry with strong background in customer service and computer skill