Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Carol Allen

San Antonio,TX

Summary

Dynamic Client Service Representative with proven expertise at Southwestern Business Corporation, excelling in customer support and complaint resolution. Recognized for enhancing client satisfaction through proactive outreach and effective communication. Proficient in Microsoft Office, adept at managing high-volume inquiries while fostering strong client relationships and meeting performance metrics consistently.

Overview

22
22
years of professional experience

Work History

Client Service Representative

Southwestern Business Corporation
02.2018 - Current
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Knowledge of NFIP flood requirements.
  • Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Annual compliance training on CFPB and SLA regulations for financial institutions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Ability to handle and maintain a high volume of escalation calls per customer inquiries to update insurance needs.
  • Helpline Training Coordinator.
  • Assist with new hire training and development with and side by side interaction and teams meetings.
  • SME for additional clients service and processing such as Webster and Standard Mortgagee.
  • Proficient in secondary access updates for processing.
  • Processing daily client reports due
  • Assisting management with escalations and special processing requests as needed.
  • Experience in Microsoft Word, Excel and Powerpoint.


Mortgage Refunds Processor

Southwestern Business Corporation
03.2015 - 03.2018
  • Supported team members in their tasks, contributing to overall team success.
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.
  • Processing refunds as needed for loans where lender placed insurance was added and sufficient coverage was obtained.
  • Reviewing homeowner's policy documents for adequate compliance to remove lender placed insurance.
  • Trained new processors for the mortgage refund process and loan updating.
  • Reduced errors with meticulous attention to detail and thorough review of documentation.

Credit Specialist

Frost Bank
02.2014 - 03.2015
  • Increased customer satisfaction, resolving disputes and offering payment solutions tailored to individual needs.
  • Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
  • Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
  • Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
  • Provide support to loan officers as it related to credit inquires.
  • Examining loan documents, maintaining original jackets files and archiving.

Server

Chilli's Grill & Bar
08.2003 - 02.2014
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.

Education

High School Diploma -

Judson Senior High School
San Antonio, TX

Skills

  • Customer support
  • Payment processing
  • Customer focus
  • Call center experience
  • Follow-up skills
  • Client relations
  • Meeting deadlines
  • Complaint handling
  • Escalation management
  • Client support
  • Outbound calling
  • Customer service
  • Teamwork and collaboration
  • Data entry
  • Microsoft office
  • Computer skills
  • Complaint resolution

Languages

English
Native or Bilingual

Timeline

Client Service Representative

Southwestern Business Corporation
02.2018 - Current

Mortgage Refunds Processor

Southwestern Business Corporation
03.2015 - 03.2018

Credit Specialist

Frost Bank
02.2014 - 03.2015

Server

Chilli's Grill & Bar
08.2003 - 02.2014

High School Diploma -

Judson Senior High School

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Carol Allen