Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Caprisha Polk
Citra,FL
Work Preference
Summary
Dynamic professional with expertise in loan modification at Essex Mortgage, leveraging CRM platforms and empathetic communication to achieve 95% first-contact resolution. Recognized for maintaining CSAT scores above 90%, adept at multitasking in virtual environments, and committed to fostering team performance through proactive audits and accountability.
Overview
11
11
years of professional experience
Work History
Collections counselor
Essex Mortgage
Ocala, Florida
12.2025 - Current
- Updated loan records utilizing FICS for precise tracking of delinquency stages and loss mitigation milestones.
- Implemented borrower outreach strategies with Five9, maintaining high productivity and delivering compassionate hardship counseling.
- Coordinated daily tasks and scheduling with WFM for maximum coverage during peak borrower contact hours.
- Ensured FHA, VA, and conventional loan modifications were processed accurately, meeting strict investor audit standards on Salesforce.
- Provided financial counseling to families seeking home financing options.
Key Holder
Dollar General
Anthony, USA
03.2025 - 11.2025
- Led opening and closing operations, including secure system management
- Delivered consistent, high-quality customer experiences in a fast-paced retail setting
- Resolved 98% of customer concerns independently, enhancing overall customer satisfaction
- Ensured inventory accuracy and minimized shrinkage through proactive audits
- Enhanced team performance by promoting effective communication and accountability
Key Holder
Banter by Piercing Pagoda
Des Moines, USA
10.2024 - 01.2025
- Oversaw daily operations, managing banking, shipment, and display to enhance store efficiency
- Delivered consultative sales service to meet individual customer needs
- Delivered safe and professional piercing services in alignment with health standards
- Delivered safe and professional piercing services in alignment with health standards
Customer Service Representative
National General Lending Services
Remote, USA
02.2022 - 10.2024
- Resolved 95% of inquiries on first contact by actively listening and providing clear solutions
- Achieved consistent CSAT scores above 90% through proactive feedback reporting and dedication to customer satisfaction
- De-escalated high-stress conversations with empathy and efficiency
- Managed 100+ inbound calls daily for lending, billing, claims, and policy support to ensure customer needs were met
- Documented records across multiple systems accurately to support compliance and enhance service quality
FC Associate
Amazon Fulfillment Center
Las Vegas, USA
06.2019 - 01.2022
- Utilized RF scanning to efficiently track, process, and ship customer orders
- Identified and resolved issues on the floor to sustain operational efficiency
- Ensured adherence to quality and safety standards while achieving daily performance targets
Customer Service Representative
Alorica
Las Vegas, USA
02.2019 - 05.2019
- Provided multichannel support via phone, email, chat, and social media
- Resolved escalated inquiries, ensuring customer satisfaction and retention
- Logged call data to identify trends and enhance service quality
Retail Help Desk CSR
Optum / CVS Caremark
Concord, USA
11.2014 - 04.2017
- Verified sensitive HIPAA-protected information with accuracy
- Identified potential fraud and escalated for further investigation
- Resolved patient order issues and navigated systems for providers
Education
Bachelor’s Degree - Business Administration & Management
Florida Technical College – NUC University
Orlando, FL03.2026
AAS Degree - Medical Office Administration
South Piedmont Community College
Monroe, NCSkills
- Debt recovery strategies
- Negotiation techniques
- Financial counseling
- Loan modification
- Customer engagement
- CRM platforms
- Microsoft Office Suite
- Excel
- Windows
- Multitasking in virtual environments
- Time management
- Prioritization
- Conflict resolution
- De-escalation
- Empathetic communication
- Team-first mindset
- Communication skills
- Building rapport
Why Gainwell
I believe technology should empower and connect people—and that starts with delivering human support at every touchpoint. I’m drawn to your companies’ mission to enrich lives, and I want to be part of a team that values innovation, inclusion, and excellence in every customer experience.
Timeline
Collections counselor
Essex Mortgage
12.2025 - Current
Key Holder
Dollar General
03.2025 - 11.2025
Key Holder
Banter by Piercing Pagoda
10.2024 - 01.2025
Customer Service Representative
National General Lending Services
02.2022 - 10.2024
FC Associate
Amazon Fulfillment Center
06.2019 - 01.2022
Customer Service Representative
Alorica
02.2019 - 05.2019
Retail Help Desk CSR
Optum / CVS Caremark
11.2014 - 04.2017
Bachelor’s Degree - Business Administration & Management
Florida Technical College – NUC University
AAS Degree - Medical Office Administration
South Piedmont Community College