Brittany Patrick
BEAUMONT,CA
Summary
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 and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Senior Customer Experience Representative
Endpoint
Tempe, AZ
05.2022 - Current
- Drive customer satisfaction and retention throughout the closing process
- Onboard new clients and help them trouble-shoot issues.
- Open new escrow files and guide customers through the closing process.
- Focus on creating a positive, easy to understand onboarding experience for real estate professionals and customers alike
- Use phone, email, text and chat to engage with clients promptly by offering expert advice
- Operates in Amazon Workspaces (AWS), FAST and Verse on a daily basis
- Assists buyers with submitting earnest money
- 100% QA scores on a weekly basis
- Exhibited exemplary teamwork by thoroughly reviewing SOPs and contributing significantly to the team's success with the rollout of a new system.
Senior Account Manager II
loanDepot
Chandler, AZ
03.2021 - 03.2022
- Managed customer relationships and followed all internal policies and procedures to bring the file to a close
- Primary liaison between Sales, Title, Escrow Funding and borrowers
- Evaluated credit, income and title reports and managed a pipeline of loans ranging between 30-40 loans collecting stipulations needed for final approval
- Prepared and validated loan estimates
- Communicated with outside vendors and lenders to obtain payoffs, title documents, verification of employments, etc
- Met monthly metrics in regards to fundings, origination to fund turn time, efficiency goals, etc
- Provided borrowers with timely updates of the status of their loans
- Coordinated borrower's closing appointments by providing documents to the closing agents.
Skip/Recovery Specialist
Bridgecrest
Mesa, AZ
03.2020 - 03.2021
- Handle accounts with speed and accuracy while maintaining professionalism
- Updates information in regards to vehicle location to assist repo agents in recovering vehicles
- Documents findings about financial status, new addresses, recent car purchases etc. in company system
- Ensures confidentiality of customer’s information while performing duties
- Assists management by sending out monthly metrics on an hourly basis to keep team aware of how close we are to our goal
- Navigates through multiple systems at a time collecting the correct data to ensure cars are picked up in a timely manner
- Calls out to tow yards and repair shops to see if our units are located there and to obtain fees to secure
Loan Advisor
Bridgecrest
Mesa, AZ
04.2020 - 05.2020
- Provided excellent customer service to customers who needed assistance during the pandemic
- Contacted or attempted to contact customers who were delinquent
- Collected past due payments or negotiated payment plans to help keep customers on track with their loan
- Met/Exceeded company goal. Finished in Top 5 overall on the collections floor
Remarketing Coordinator
Drivetime/Bridgecrest
Mesa, AZ
07.2014 - 02.2020
- Accurately tracked vehicles through the auction process
- Maintained auction inventory at acceptable company levels
- Ensured that all repossessed vehicles get to auction
- Involved in redemption and abandonment process
- Obtained title and title documents
- Knowledgeable in lien verification process via state websites and by calling the DMVs
- Managed processes of multiple state title requirements
- Prepared repossession affidavits for each state
- Scheduled sale dates and ensured that proceeds are received after the sale of the vehicle
- Knowledgeable in RDN
- Able to update system to notify agent about vehicles
- Streamlined processes and created Standard Operating Procedures to help the team
- Maintained strong relationships with auction contacts as well as Remarketing Field Representatives.
Education
Master of Science - Law Enforcement
GRAND CANYON UNIVERSITY
Phoenix, AZ04.2016
Bachelor of Science - Criminal Justice & Criminology
ARIZONA STATE UNIVERSITY
Tempe, AZ05.2014
Skills
- Well-developed communication skills
- Efficient and well-organized
- Adequate knowledge of Microsoft Office
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- First Aid & CPR certified
- Level 1 Fingerprint Clearance Card
Personal Qualities
- Driven
- Team leader
- Reliable, responsible, & punctual
- Excellent verbal skills
- Detail oriented
- Resilient
Awards
- Arizona State University Dean's List 2010-2014
- Grand Canyon Honors 2014-2016
References
References available upon request.
Timeline
Senior Customer Experience Representative
Endpoint
05.2022 - Current
Senior Account Manager II
loanDepot
03.2021 - 03.2022
Loan Advisor
Bridgecrest
04.2020 - 05.2020
Skip/Recovery Specialist
Bridgecrest
03.2020 - 03.2021
Remarketing Coordinator
Drivetime/Bridgecrest
07.2014 - 02.2020
Master of Science - Law Enforcement
GRAND CANYON UNIVERSITY
Bachelor of Science - Criminal Justice & Criminology
ARIZONA STATE UNIVERSITY
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