Summary
Overview
Work History
Education
Skills
Timeline
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Chandra Sansom-Evans

Detroit,MI

Summary

Proven track record in enhancing customer satisfaction and streamlining operations, demonstrated at Quicken Loans. Skilled in data entry and customer service management, I excel in resolving complex issues with empathy and efficiency. Recognized for superior problem-solving abilities and leadership, consistently achieving and surpassing goals.

Overview

12
12
years of professional experience

Work History

Receptionist Administrator

Sunglo Services
02.2024 - Current
  • Answered incoming calls, directing clients to individuals addressing specific needs.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
  • Acted as first point of contact and set appointments for prospective clients.
  • Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
  • Completed bi-weekly payroll for 50 plus employees.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Collections Agent

Consumer Energy
03.2022 - 01.2024
  • Processed payments and applied them to customer balances.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • Investigated customer credit references and approved credit lines.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working toward mutually beneficial solutions.
  • Maintained a high volume of calls and met the demands of a busy and productive group.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.

Underwriting Assistant

Rocket Loans
06.2017 - 03.2022
  • Assisted in the negotiation of policy terms and conditions, demonstrating strong analytical skills and attention to detail.
  • Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
  • Reviewed credit reports, financial statements and transactions to verify accuracy and completeness.
  • Provided excellent customer service to agents and brokers, fostering strong relationships and facilitating timely communications on policy updates.
  • Copied, logged and scanned supporting documentation and placed all information in client files.
  • Entered payments, account information and call logs into ACH system.
  • Responded to customer requests via telephone and email and effectively answered questions and inquiries.
  • Collaborated with team members to achieve department goals, consistently meeting or exceeding established performance metrics.
  • Trained and supervised employees on office policies and procedures.

Resolution Analyst

Quicken Loans
10.2013 - 06.2017
  • Managed a high volume of cases simultaneously while maintaining exceptional attention to detail and adherence to established timelines for resolution.
  • Boosted overall productivity by effectively prioritizing tasks based on urgency, complexity, and potential impact on clients.
  • Served as a subject matter expert on specific product/service offerings within the company portfolio – helping other team members effectively address related issues.
  • Trained new team members on company policies, procedures, and best practices, ensuring consistent service quality across the team.
  • Contributed to a high-performance work culture through active participation in team meetings, brainstorming sessions, and ongoing professional development activities.
  • Matched purchase orders with invoices and recorded necessary information.

Auditor

Quicken Loans
04.2012 - 10.2013
  • Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
  • Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
  • Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
  • Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
  • Coordinated, managed, and implemented auditing projects and prepared for evaluation.
  • Executed audit phases and entered data into accounting software for analysis.
  • Fostered culture of continuous improvement by regularly updating audit procedures and techniques.
  • Facilitated training sessions for junior auditors, enhancing team proficiency and audit quality.

Education

No Degree - Health Administration

Western Governors University
Salt Lake City, UT
06.2028

Skills

Excellent empathy, problem-solving, patience, active listening, and time management skills

Experienced in Fee Collection

Data Entry

Confidential information management

Microsoft Office

Customer Service Management

Robust Knowledge of Handling Complaints

Motivational Leadership

Quality Assurance

Coaching and Mentoring

Timeline

Receptionist Administrator

Sunglo Services
02.2024 - Current

Collections Agent

Consumer Energy
03.2022 - 01.2024

Underwriting Assistant

Rocket Loans
06.2017 - 03.2022

Resolution Analyst

Quicken Loans
10.2013 - 06.2017

Auditor

Quicken Loans
04.2012 - 10.2013

No Degree - Health Administration

Western Governors University

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Chandra Sansom-Evans