CECELIA T ADAMS
Dolton,IL
Summary
Dedicated customer service professional with knowledge of service delivery, mortgage loan lending and proven multitasking abilities. Committed to professional relationship to increase profits and driven customer support.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Peak/ Goldbelly
Cambridge, MA
10.2025 - 12.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed complex account issues to enhance customer satisfaction and retention.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative / Digital Support
ICOMMA - CIBC
Worth, IL
03.2024 - 09.2024
- Processed unpaid proof of death brokerage request information for the account holder.
- Informed the account holder when the request had been completed.
- Remote-Contractor
Customer Service Representative
Lincoln Financial Group
Fort Wayne, IN
04.2022 - 04.2024
- Reached out to new companies with queries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by providing advisory to customers and providing accurate information.
- Answered incoming calls typically averaging 30-40 calls per day.
- Maintaining a 70% call monitoring score.
Mortgage Underwriter
Knock Lending, LLC
Atlanta, GA
08.2021 - 03.2022
- Worked closely with the loan managers to understand and process the loan applications in a timely and accurate manner.
- Reviewed multiple commitment and homeowner's policy ensuring documents were in compliance with guidelines.
- Remote
Customer Service Representative
Allstate Appraisal
Chicago Heights, IL, USA
06.2021 - 08.2021
- Communicated with appraisers in regards to status of appraisal report.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managing an average of 50-80 calls per day.
- Remote
Mortgage Loan Processor
Community Loan Servicing
Coral Gables, FL
12.2020 - 05.2021
- Communicated with originator and applicant concerning progress of loan file.
- Prepared pre-filed firm close checklist.
- Setup and opened loan submission packages.
- Remote
Mortgage Loan Processor
Diamond Financial Mortgage
Lake Forest, IL
08.2020 - 12.2020
- Managed a pipeline of 50+ mortgage loans.
- Communicated with originator and applicant concerning progress of loan file.
- Worked with processors and underwriters to answer questions, process transactions, and resolve issues.
- Handled customer service issues and inquiries.
- Cleared all conditions prior to submitting transaction to closing.
- Remote
Mortgage Loan Processor
PNC Bank, NA
Downers Grove, IL
08.2014 - 08.2020
- Processed FHA, VA, and conventional mortgage loans with accuracy and efficiency.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Maintained high level of customer satisfaction by providing detailed explanations of loan terms and answering inquiries promptly.
- Cleared all conditions, processed change of circumstance.
- Reviewed closing statement, ensured that all TBD guidelines met prior to expending funds for closing.
Mortgage Loan Processor / Sr. Mortgage Loan Underwriter
JPMorgan Chase
Downers Grove, IL
04.1996 - 07.2014
- Processed and underwrote mortgage loans in compliance with regulations and company policies.
- Reduced property appraisal reports to assess collateral value for loan approval.
- Managed a high volume of loan applications while maintaining quality and accuracy.
Education
High School Diploma -
Christian Fenger High School
Chicago, ILNo Degree - Business Administration And Management
Oliver Harvey
Chicago, ILSkills
- Customer Service
- Mortgage Loan Processing
- Mortgage Underwriting
- Critical Thinking
- Call Center Experience
- Active Listening
- Problem Resolution
- Confidentiality
- Data Entry
- De-esclation
- Time Management
Timeline
Customer Service Representative
Peak/ Goldbelly
10.2025 - 12.2025
Customer Service Representative / Digital Support
ICOMMA - CIBC
03.2024 - 09.2024
Customer Service Representative
Lincoln Financial Group
04.2022 - 04.2024
Mortgage Underwriter
Knock Lending, LLC
08.2021 - 03.2022
Customer Service Representative
Allstate Appraisal
06.2021 - 08.2021
Mortgage Loan Processor
Community Loan Servicing
12.2020 - 05.2021
Mortgage Loan Processor
Diamond Financial Mortgage
08.2020 - 12.2020
Mortgage Loan Processor
PNC Bank, NA
08.2014 - 08.2020
Mortgage Loan Processor / Sr. Mortgage Loan Underwriter
JPMorgan Chase
04.1996 - 07.2014
High School Diploma -
Christian Fenger High School
No Degree - Business Administration And Management
Oliver Harvey