Celeste Moore
Longview,TX
Summary
Seasoned professional with 18 years in customer oriented roles. l Excelled in delivering top notch service and maintaining customer satisfaction at Mr. Cooper and Santander. Skilled in communication, problem-solving, time management and managing customer escalations efficiently.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Independent Contractor
Walmart, DoorDash, & Uber
Longview, USA
08.2023 - Current
- Ensure daily deliveries align with shipping instructions to maintain accuracy and customer satisfaction.
- Foster customer loyalty through prompt and courteous service, resulting in repeat business and referrals.
- Optimize delivery routes to ensure punctual and safe arrival of goods, maintaining product condition and service quality.
Licensed Medicare Specialist
TTEC
Longview, USA
10.2025 - 12.2025
- Explain various Medicare plans, such as Medicare Advantage, supplement, and prescription drug plans, to help clients understand their benefits.
- Work with clients to determine their eligibility for Medicare and assess their healthcare and financial needs to recommend the most appropriate plans.
- Present product information, guide clients through the application process, and ensure applications are submitted correctly and on time.
Mortgage Processor
Mr. Cooper
Longview, USA
07.2023 - 09.2023
- Managed a portfolio of mortgage loans, ensuring adherence to service level agreements and prompt resolution of customer escalations to enhance overall satisfaction.
- Conducted weekly pipeline assessments to monitor loan progression, identify potential issues, and implement timely solutions, thereby improving loan cycle times.
- Collaborated with sales teams and management to communicate loan status updates and resolve complex issues, while recommending process enhancements based on feedback and performance analysis.
Home Solutions Associate
Mr. Cooper
Longview, USA
01.2023 - 07.2023
- Explained loss mitigation options to borrowers, guided them through the application process for assistance, and provided regular status updates.
- Enforced loan workouts, forbearance, modifications, and deed in lieu transactions in compliance with investor guidelines.
- Coordinated document collection, informed borrowers of outstanding requirements, and processed payments to avert delinquencies.
Customer Service Associate
Mr. Cooper
Longview, USA
07.2022 - 01.2023
- Addressed and resolved customer inquiries related to mortgage and commercial real estate accounts, ensuring accurate and timely information was provided.
- Investigated and remediated customer issues, making necessary adjustments to records to maintain account integrity.
- Managed and updated insurance information, including property, liability, flood, private mortgage insurance (PMI), and escrow details to ensure compliance and customer satisfaction.
Dealer Service Specialist
Santander Consumer USA Inc
Dallas, USA
09.2015 - 02.2021
- Ensured dealer adherence to income verification policies by conducting thorough monthly audits, identifying trends, and investigating potential fraud through document analysis and direct communication with relevant parties.
- Documented dealer performance and compliance, providing detailed reports to management that facilitated informed decision-making.
- Supported the onboarding process by aiding in the training of new employees, ensuring a comprehensive understanding of Originations and Servicing protocols.
Funding Associate
Santander Consumer USA
Dallas, USA
12.2012 - 09.2015
- Provided comprehensive support in the acquisition of retail installment contracts, ensuring adherence to funding guidelines and corporate policies.
- Served as a primary point of contact for dealers, sales representatives, and third-party vendors, offering timely resolutions to inquiries and issues with pending contracts.
- Managed a portfolio of open contracts, effectively coordinating with external lending partners to facilitate the funding process.
Collections Account Manager
Santander
Dallas, USA
06.2006 - 12.2012
- Managed account delinquencies by developing personalized resolution strategies, ensuring adherence to quality assurance standards and compliance with FDCPA, FCRA, and HIPAA regulations.
- Enhanced customer understanding and commitment to contractual obligations through targeted education on terms and conditions, fostering improved financial responsibility.
- Implemented skip tracing techniques and resourcefully employed collection tools including extensions, hardships, and modifications to optimize account recovery efforts and support customer financial stability.
Education
Business Management - Some College
University of Phoenix-Dallas Campus
Dallas, TXHigh school diploma -
Kilgore High School
Kilgore, TXSkills
- Customer Support
- Health insurance
- Remote work experience
- Microsoft Excel
- Hipaa
- Financial Services
- Time management
- Salesforce
- HIPAA compliance
Certification
- Life, Accident, Health & HMO License, 08/01/25, 10/31/27
- Certified Notary Public
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Licensed Medicare Specialist
TTEC
10.2025 - 12.2025
Independent Contractor
Walmart, DoorDash, & Uber
08.2023 - Current
Mortgage Processor
Mr. Cooper
07.2023 - 09.2023
Home Solutions Associate
Mr. Cooper
01.2023 - 07.2023
Customer Service Associate
Mr. Cooper
07.2022 - 01.2023
Dealer Service Specialist
Santander Consumer USA Inc
09.2015 - 02.2021
Funding Associate
Santander Consumer USA
12.2012 - 09.2015
Collections Account Manager
Santander
06.2006 - 12.2012
Business Management - Some College
University of Phoenix-Dallas Campus
High school diploma -
Kilgore High School