Charmaine Simmons
Milwaukee,WI
Summary
Experienced Lead Customer Care Representative adept at enhancing customer service operations through strategic leadership. Proven track record of implementing effective strategies that drive customer satisfaction. Skilled in problem-solving, team leadership, and communication. Known for fostering a positive work environment resulting in increased team performance and customer loyalty.
Overview
25
25
years of professional experience
Work History
Lead Customer Care Representative
EQUINITI TRUST COMPANY
Milwaukee, WI
02.2023 - Current
- Investigated root causes of recurring problems and implemented solutions accordingly.
- Coached and mentored customer care staff on best practices for handling customer inquiries.
- Oversaw daily operations of the contact center to ensure smooth functioning.
- Ensured compliance with company policies related to customer service.
- Resolved escalated customer complaints in a timely manner.
- Worked closely with senior management regarding any changes necessary for improving overall service delivery standards.
- Collaborated with other departments such as marketing, sales, and IT when needed.
- Maintained up-to-date knowledge of product features and services offered by the company.
- Provided guidance and support on how best to handle challenging situations with customers.
Customer Care Representative
EQUINITI TRUST COMPANY
Milwaukee, WI
08.2021 - 02.2023
- My daily job functions involved being responsible for taking incoming phone inquiries and providing assistance to shareholders in a timely, efficient, and professional manner.
- Document call notes, ensuring key data is accurately captured in the system. Maintain required performance metrics, Call quality, Productivity, Adherence to schedule
Risk and Compliance requirements.
Accounting Specialist II
US Bank
05.2020 - 08.2021
- Daily job functions involves processing outgoing wires ( domestic, internal, & international), also returned wires, and watching wire dashboard.We process transfer of funds, conduct research on accounts, process blotters, daily balancing and working with a number of databases
- Responding to customer and clients emails daily, and also sending emails for communication daily
- Responsible for adherence to company policies and procedures.
Retail Lock Box/data entry clerk/ exeptions clerk
US Bank
Milwaukee, WI
11.2011 - 03.2020
- My job functions involve verifying dollar amounts on the PC, running the transport, and the balancing and encoding of check deposits
- We process credit card payments, insurance payments, account research/ lookups, trouble shooting, daily faxes and emails etc..
- Responsible for adhering to company's policy and procedures and yearly compliance testing.
Loss Mitigation, Loan Processor
Wells Fargo Home Mortgage
08.2008 - 02.2010
- My job functions involved reviewing documents for loan modifications such as financial worksheets, check stubs, hardship letters, unemployment stubs etc.
- We generated letters to the customer advising the customer of missing documents needed, and also contacted attorneys to postpone foreclosures through Vendor Scape
- Daily faxes, meeting deadlines, and we were also responsible for following company policies and procedures.
Senior Lead Retail Data Entry Clerk
Marshall & Isley Data Services
07.2000 - 03.2008
- My job functions involved the balancing and encoding of check deposits, and the preparation and shipping of returned checks
- I also analyzed data and formulated solutions for specific problem areas
- Verifying dollar amounts on PC, running the transport, creating data detail for the customers and mailing the details to the customers
- We were responsible for comprehending department policies and procedures, we also handled computer transmissions and faxes to the customers
- Customer service required periodically.
Education
Associate of Arts - Human Services
Milwaukee Area Technical College
Milwaukee, WISkills
- Complaint Handling
- Payment Processing
- Appointment Scheduling
- Customer Service
- Data Entry
- Email correspondence
References
References available upon request.
Certification
- Real Estate Salesperson License - Wisconsin Real Estate Commission.
- National Association of REALTORS® (NAR) Membership - National Association of Realtors.
Timeline
Lead Customer Care Representative
EQUINITI TRUST COMPANY
02.2023 - Current
Customer Care Representative
EQUINITI TRUST COMPANY
08.2021 - 02.2023
Accounting Specialist II
US Bank
05.2020 - 08.2021
Retail Lock Box/data entry clerk/ exeptions clerk
US Bank
11.2011 - 03.2020
Loss Mitigation, Loan Processor
Wells Fargo Home Mortgage
08.2008 - 02.2010
Senior Lead Retail Data Entry Clerk
Marshall & Isley Data Services
07.2000 - 03.2008
Associate of Arts - Human Services
Milwaukee Area Technical College
Similar Profiles
Sheyla CastilloSheyla Castillo
Customer Care Specialist at Equiniti Trust CompanyCustomer Care Specialist at Equiniti Trust Company
Deborah SandersDeborah Sanders
Support Specialist at Equiniti Trust Company/EQ Shareowner ServicesSupport Specialist at Equiniti Trust Company/EQ Shareowner Services
Kenneth RobinsonKenneth Robinson
Customer Care Specialist at Equiniti Trust Company LLCCustomer Care Specialist at Equiniti Trust Company LLC