Carrie Malone
Ocean View,DE
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, ad providing customized solutions to build loyalty. Highly efficient, well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
13
13
years of professional experience
Work History
Score Plus Associate
Credit Plus
10.2010 - 06.2017
- Managed customer relations and customer service through daily communication and interaction.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Maximized customer interactions by promptly identifying needs and wants.
- Increased customer satisfaction significantly within department.
- Collected, arranged and input information into database system.
- Collaborated with quality assurance team to comply with regulatory requirements.
- Identified audit parameters to comply with quality standards.
Accounts Receivable Representative
Credit Plus
08.2008 - 10.2010
- Communicated with customers to identify and resolve outstanding payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services and collection strategies.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Responded to inbound inquiries regarding accounts and payments.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
Customer Service Representative
Credit Plus
01.2007 - 08.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
Mortgage Loan Processor
Ability Mortgage Group
03.2004 - 09.2006
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Set up and completed loan submission packages.
- Maintained compliance with privacy and security requirements, as well as federal statutes covering all type loans.
- Coordinated closing process with attorneys, title companies and government clerks.
Education
Criminal Justice
University of Maryland - University College
Hyattsville, MDHigh School Diploma -
Glen Burnie High School
Glen Burnie, MDSkills
- Time Management
- Sales Expertise
- Customer Relationship Management
- Attention to Detail
- Customer Engagement
- Verbal and Written Communication
- Customer Service
- File and Records Management
- Work Planning and Prioritization
- Call Center Operations
Timeline
Score Plus Associate
Credit Plus
10.2010 - 06.2017
Accounts Receivable Representative
Credit Plus
08.2008 - 10.2010
Customer Service Representative
Credit Plus
01.2007 - 08.2008
Mortgage Loan Processor
Ability Mortgage Group
03.2004 - 09.2006
Criminal Justice
University of Maryland - University College
High School Diploma -
Glen Burnie High School
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