Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Christina Whitten

Tampa

Summary

Dynamic Communications Specialist with extensive experience at T-Mobile, excelling in customer service and technical support. Proven ability to enhance client satisfaction through critical thinking and effective problem-solving. Proficient in Microsoft Teams and skilled in complex Excel modeling, consistently achieving high performance in fast-paced environments.

Overview

20
20
years of professional experience

Work History

Communications Specialist

T-Mobile
09.2018 - Current
  • Account expert in providing customer service, billing, collections, sales and technical support for wireless consumers
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

Insurance Customer Service Representative

GEICO
05.2017 - 05.2018
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Responded to customer requests for products, services, and company information.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Completed customer applications and updated records to reflect current information.
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Processed insurance policy cancellations and renewals quickly to meet call time targets.

Mortgage Specialist

HSBC
02.2005 - 10.2016
  • Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
  • Supplied billing option in resolving delinquent accounts to prevent accounts from escalating in offering loan modifications, restructures, mortgage options for refinancing and additional lines of credit.
  • Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
  • Collaborated with cross-functional teams to expedite the foreclosure process, minimizing losses while adhering to state-specific requirements.
  • Contributed to loss mitigation efforts by diligently monitoring payment activity, tracking delinquent accounts, and initiating appropriate follow-up actions when necessary.
  • Optimized borrower retention rates through effective negotiation of alternative payment arrangements for struggling homeowners.
  • Enhanced team performance through regular participation in training sessions, staying up-to-date on latest industry trends, regulations, and best practices within mortgage servicing.

Education

Associate of Science - Business Management

Everest University
Brandon, FL
01-2012

Skills

  • Proficient in Microsoft Teams
  • Microsoft
  • Power Point
  • Skilled in complex Excel modeling techniques
  • Samson expertise
  • Avaya system expertise
  • Skilled in navigating Atlas functionalities
  • Critical thinking and problem solving
  • Minimal supervision proficiency
  • Accounting principles expertise
  • Billing reconciliation expertise
  • Sales proficiency in residential and commercial sectors
  • Auto insurance expertise
  • Client account evaluation
  • Analytical problem solving
  • Hybrid & Remote
  • Skilled in maintaining 40-45 WPM typing speed

Accomplishments

  • Toastmasters Competent Communicator
  • New Hire Employee Trainer
  • Mortgage Team Lead

Interests

  • Enjoy participating in social networking events for overall physical and mental well-being
  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Law Studies
  • Politics
  • Human Resources
  • Artificial Intelligence

Timeline

Communications Specialist

T-Mobile
09.2018 - Current

Insurance Customer Service Representative

GEICO
05.2017 - 05.2018

Mortgage Specialist

HSBC
02.2005 - 10.2016

Associate of Science - Business Management

Everest University

Similar Profiles

CREATE PROFILE
Christina Whitten