ASIA WORLEY
Jacksonville,FL
Summary
Experienced service oriented individual with strong phone handling skills and ability to adapt to different personalities. Seeking a Customer Service position, coming with strong knowledge and critical reasoning abilities to identify and assess customers need to achieve satisfaction.
Overview
8
8
years of professional experience
Work History
Financial Services Representative
Vystar Credit Union
Jacksonville, FL
06.2022 - Current
- Guided clients in selecting appropriate financial products and services to meet individual needs.
- Conducted comprehensive account analyses to recommend solutions for improving financial health.
- Developed training materials for new staff, enhancing onboarding efficiency and knowledge retention.
- Implemented process improvements that streamlined customer service workflows and reduced response times.
customer success agent
Freedom Mortgage
Jacksonville
11.2021 - 2022
- Responsible for providing best in class excellent customer care while assisting customers with general mortgage inquiries, concerns and light collections efforts as needed. Handles either inbound or outbound calls to ensure quick and effective solutions are provided to each customer.
- Handles inbound or outbound calls to current mortgage loans.
- Assists in a various account issues including but not limited to: escrow, payment transactions, ARM changes, payoff request and other inquiries.
- Demonstrates ability to multitask, working a heavy amount of email requests from internal/external customers, returning voice mails, working returned mail, and validating insurance.
Dental Assistant
larroc dental
Jacksonville, FL
10.2020 - 11.2021
- Assessed, organized and documented patient data to develop an appropriate plan of care. Instructed patients and families regarding diagnosis, treatment plan and preventative care according to individualized health needs. Interacted with family, physicians and other disciplines regarding patient care.
- Ensure that patients are comfortable in the dental chair
- Prepare patients and the work area for treatments and procedures
- Sterilize dental instruments
- Hand instruments to dentists during procedures
- Dry patients’ mouths using suction hoses and other equipment
- Instruct patients in proper oral hygiene
- Process x rays and complete lab tasks, under the direction of a dentist
- Keep records of dental treatments
- Schedule patient appointments
- Work with patients on billing and payment
Recovery Agent
ERC
orange park
05.2018 - 10.2020
- Collect payments on past due bills.
- Create a list of people who have not made payments.
- Organize list according to severity of delinquency.
- Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.
- Call customers using telephone.
- Utilize computer systems to handle skip tracing.
- Inform clients of overdue accounts and amount currently owed.
- Attempt to collect payment.
- Review terms of sale or loan documents.
- Ensure all customer information is correct, including phone numbers and addresses.
- Listen to customer's story and determine if debt can be collected.
- Set up repayment plans and new terms of sale.
- Offer advice or refer customers to debt counselors.
- Record new commitment to repay debt.
Education
certified dental assistant - undefined
Florida Career College
10.2020
Skills
- Taking Responsibility
- Empathy
- Multitasker
- Cash handling
- Customer service
- Clear Communication skills
- Active listening
- Microsoft outlook
- Microsoft word
- Loanserv
- Troubleshooting
- Phone and email etiquette
- Dental terminology
- Appointment scheduling
- Incoming call reception
- Payment processing
- Records management
- HIPAA compliance
- Patient services
- Patient documentation
Timeline
Financial Services Representative
Vystar Credit Union
06.2022 - Current
customer success agent
Freedom Mortgage
11.2021 - 2022
Dental Assistant
larroc dental
10.2020 - 11.2021
Recovery Agent
ERC
05.2018 - 10.2020
certified dental assistant - undefined
Florida Career College