Carolyn Lorent
El Mirage
Summary
Mortgage Specialist: Dedicated and results-driven financial professional with over two decades of extensive experience in the customer service sector, specializing in the dynamic field of mortgages. Adept at building and maintaining strong client relationships, I have consistently delivered exceptional service, enabling clients to make informed financial decisions with confidence.
Consulting professional with strong track record in delivering impactful business solutions. Adept at strategic planning, data analysis, and process improvement. Known for fostering team collaboration and adapting to evolving project needs. Brings expertise in client relations, problem-solving, and driving measurable results.
Overview
28
28
years of professional experience
Work History
Paparazzi Consultant Executive Director
Self Employed Services
01.2020 - Current
- Analyzed market trends to provide actionable insights for client decision-making.
- Developed a loyal client base by consistently delivering exceptional service and maintaining strong relationships with customers.
- Advised clients on jewelry selections, ensuring alignment with personal style and preferences.
- Assisted in inventory management, tracking stock levels and product placement.
- Educated customers on gemstone characteristics and care techniques, enhancing product knowledge.
- Coordinated special events, promoting exclusive collections to increase customer engagement.
- Mentored junior staff in sales techniques and customer service
- best practices to enhance team performance.
- Developed marketing strategies to showcase new arrivals, driving foot traffic and online interest.
- Handled customer inquiries professionally, resolving issues promptly to uphold the brand''s reputation for outstanding service quality.
- Assisted clients with selecting the perfect jewelry pieces for special occasions, such as weddings and anniversaries.
Customer Service Representative
Arizona Security of State
01.2025 - 03.2025
- Provided exceptional customer support by resolving inquiries and issues promptly.
- Coordinated communication between departments to streamline service processes.
- Implemented feedback mechanisms to improve customer satisfaction and service delivery.
- Analyzed customer feedback data to identify trends and inform strategic decisions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Directed Citizens where to vote and if they were already signed up to vote , they were advised.
- I updated Citizens voters records and mailed out the voters registration forms.
Probate, Wills & Trust
Gottschalks
08.2022 - 08.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
Escalation Specialist
Cenlar FSB
08.2017 - 09.2022
- Managed escrow accounts with meticulous attention to detail, ensuring accurate and timely disbursements, while also maintaining compliance with industry regulations.
- Effectively mediated and resolved payment disputes by conducting thorough research, liaising between parties, and negotiating mutually satisfactory resolutions.
- Demonstrated exceptional de-escalation skills in handling high-stress customer interactions, defusing tense situations, and turning negative experiences into positive outcomes.
- Played a pivotal role in maintaining up-to-date records and documents, ensuring compliance with legal requirements and internal protocols, contributing to streamlined processes.
- Established and maintained open lines of communication with clients, providing regular updates on escrow account status and document changes, fostering trust and transparency.
- Kept abreast of ever-evolving industry regulations and guidelines, ensuring all escrow and document-related activities remained fully compliant, thus minimizing risks.
Consumer Phone Banker
Wells Fargo Bank NA
10.2013 - 08.2017
- Proficiently managed a high volume of inbound calls from banking and checking account customers, providing timely and accurate assistance.
- Skillfully addressed customer inquiries related to account balances, transactions, account statements, and general account information, ensuring customer satisfaction.
- Effectively identified and resolved a wide range of customer issues, including disputed transactions, account discrepancies, and fraud concerns, consistently meeting or exceeding resolution targets.
- Demonstrated a deep understanding of banking and checking account products, policies, and procedures, allowing for precise and informative responses to customer queries.
- Ensured strict adherence to banking regulations and security protocols during all customer interactions, maintaining the confidentiality and security of customer data.
- Identified opportunities to promote additional banking products and services, resulting in increased revenue and improved customer loyalty.
- Consistently met or exceeded quality assurance and customer satisfaction metrics, contributing to the overall success of the customer service team.
Customer Service Business Partner
Bank of America
12.2009 - 10.2013
- Responded to customer inquiries related to mortgage accounts, promptly addressing questions about loan terms, payment schedules, and account balances, resulting in enhanced customer satisfaction.
- Collaborated with borrowers to explore alternatives to foreclosure, such as loan modifications, repayment plans, and forbearance agreements, to help prevent loan defaults.
- Ensured all mortgage-related documentation, including foreclosure notices, property claims, and payment records, were meticulously maintained and organized for audit and compliance purposes.
- Worked closely with cross-functional teams, including loan officers, underwriters, and legal departments, to coordinate efforts in addressing complex mortgage-related issues and resolving customer concerns.
- Partnered with borrowers to explore alternatives to foreclosure, such as loan modifications, repayment plans, and forbearance agreements, to help prevent loan defaults.
- Skillfully allocated mortgage payments received from customers, applying funds accurately to principal, interest, taxes, and insurance accounts, minimizing payment discrepancies.
- Proficiently processed property insurance claim checks, verifying accuracy, and promptly disbursing funds to mortgage holders, thereby expediting property repairs and preserving asset value.
Customer Service Manager
American Express
12.1997 - 12.2009
- Successfully led and managed cross-functional teams, fostering a collaborative and productive work environment, while also overseeing daily operations, team performance, and workflow optimization.
- Demonstrated proficiency in conducting comprehensive credit analyses, evaluating applicants' financial histories, and making informed lending decisions that minimized risk and maximized profitability.
- Conducted thorough investigations into suspected fraudulent activities, developing and implementing strategies to mitigate risks, protect assets, and reduce fraud losses.
- Consistently exceeded sales targets and quotas through a strategic and customer-centric approach, effectively cross-selling financial products and services, resulting in increased revenue and profitability.
- Implemented risk mitigation strategies, including the development of fraud prevention protocols and credit risk assessment models, which reduced financial losses and enhanced overall security.
- Introduced process enhancements that streamlined credit and fraud analysis workflows, leading to faster decision-making and improved customer experiences.
Education
Business Management -
Southern Baptist College
Walnut Ridge, AR06.1985
Skills
- Product Knowledge
- Effective communication
- Team player
- Excellent time management skills
- Conflict Resolution
- Public speaking
- Attention to detail
- Integrity and honesty
- Work Planning and Prioritization
Timeline
Customer Service Representative
Arizona Security of State
01.2025 - 03.2025
Probate, Wills & Trust
Gottschalks
08.2022 - 08.2023
Paparazzi Consultant Executive Director
Self Employed Services
01.2020 - Current
Escalation Specialist
Cenlar FSB
08.2017 - 09.2022
Consumer Phone Banker
Wells Fargo Bank NA
10.2013 - 08.2017
Customer Service Business Partner
Bank of America
12.2009 - 10.2013
Customer Service Manager
American Express
12.1997 - 12.2009
Business Management -
Southern Baptist College