Clayshelle Franklin
McKinney,TX
Summary
Versatile, driven Client Support Specialist touting 6 years of success in customer service, claims and bank standards. Proven history of streamlining procedures. Excellent communicator and decision maker who is very conscientious. Offering positivity, adaptability and relative ease in tackling administrative tasks and assisting with special projects. My goal is to secure a challenging position with opportunity for advancement where my experience and education can be utilized fully to maximizing my potential.
Overview
6
6
years of professional experience
Work History
Front Desk Receptionist
Massage Heights
11.2022 - Current
- Welcoming receptionist highly skilled in managing reservations, telephone calls and customer relationship management.
- Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication
- Duties include greeting guests and engaging in pleasant conversations while overseeing check-in and booking process, maintaining files and records by implementing effective filing systems that boost efficiency and organization using Zenoti booking software
- Confirm important personal and payment information for compliance with security and payment card industry standards
- Keep track of membership sales, product revenue, gross revenue, and register balance using Microsoft Excel.
Claims Associate
State Farm Insurance
01.2023 - 06.2023
- Work productively in fast-moving environment to process large volumes of claims and to examine reports, accounts, and evidence to determine integrity and accuracy of information.
- Interview policyholders to verify information and obtain additional details
- Follow up with customers on unresolved issues and provide quality customer service on every call
- Update claims system to track claim status and provide relevant information to other departments
- Collaborate with internal departments and external vendors to achieve fast resolution of claims
- Carefully review all necessary documents including police reports to determine liability, estimates from repair shops, receipts for reimbursement, and subrogation demand letters from other insurance companies using company software, ECS.
Document Analyst
Morgan Stanley
08.2021 - 01.2023
- Provide support for document controls and worked with multiple tax return documents
- Assist LP's as well as Relationship Managers label loan documents that are in need of review prior to submitting to underwriting
- Manage pipeline of 20-30 loans per day
- Oversee DA daily reports and ensure report is sent out and assigned to analysts in Microsoft Excel each morning
- Proofread filenames, titles and submittal details to streamline submittal and avoid rejection Carefully reviewed all documents such as financial statements, tax filings,and credit reportings for completeness and accuracy using Morgan Stanley’s software,
- Mortgage Cadence
- Developed correspondence letters, memos, and emails using Microsoft Word, Outlook and various Windows 10 apps
- Create and submit quarterly graphs to team supervisor in Microsoft Excel to show loan production numbers
- Gathered data to create morning report to divide loans evenly amongst analyst team to label loan documents using Microsoft Excel and collaborated with other teams to plan necessary metric improvement using Microsoft Planner
Loan Review Specialist
PennyMac Loan Services
03.2018 - 08.2021
- Spearheaded a pipeline of 30 - 40 mortgage loan applications using, software program per month in accordance with regulatory guidelines and company policies
- Maintain strong understanding of mortgage lending guidelines and required documentation for Conventional,FHA, and HELOC loans
- Obtained copies of applicants credit histories and reviewed files using LexisNexis to determine feasibility of granting loans
- Developed and maintained courteous and effective working relationships with management, loan officers and underwriting teams
- Collaborated with various departments to complete assigned tasks using, Microsoft Teams.
Billing Customer Service Specialist
Spectrum
02.2017 - 03.2018
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives using Skype
- Maintained up-to-date knowledge of product and service changes
- Handled over 30 calls per shift retrieving customer data, presenting relevant product information and canceling services
- Educated customers about billing, payment processing and support policies and procedures
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction and ensure every customer’s needs are met
- Handle transactions and process payments over the phone using CSG software when a customer requested to make a payment or add channels/bundles to their cable plan.
Education
No Degree - General Studies
Collin County Community College
Frisco, TXHigh School Diploma -
Frisco High School
Frisco, TX06.2016
Esthetics Certification - Esthetics
Salon Boutique Academy
Addison, TX10.2017
Skills
- Proficient in Microsoft Office Suite
- Kronos
- Zenoti
- Mortgage Cadence
- ECS
- Encompass
- Lending Regulations
- Auto Claim Investigation
- Fannie Mae (DU) Freddie Mac(LP) System
- Conventional Products (TX A6)
- FHA/HELOC Products
- Credit/Document Analysis
- Loan Operations
- LexisNexis
- Communication/Active Listening
- Customer Service
- Networking and Partnership Development
- Time Management
- Filing/Faxing
- Administrative Assignments
- Clerical Duties
- Customer Relationship Management-CRM
- Analytical
Timeline
Claims Associate
State Farm Insurance
01.2023 - 06.2023
Front Desk Receptionist
Massage Heights
11.2022 - Current
Document Analyst
Morgan Stanley
08.2021 - 01.2023
Loan Review Specialist
PennyMac Loan Services
03.2018 - 08.2021
Billing Customer Service Specialist
Spectrum
02.2017 - 03.2018
No Degree - General Studies
Collin County Community College
High School Diploma -
Frisco High School
Esthetics Certification - Esthetics
Salon Boutique Academy
Similar Profiles
Daisy IbarraDaisy Ibarra
Licensed Massage Therapist at Massage HeightsLicensed Massage Therapist at Massage Heights
Brittani Brand KinsleyBrittani Brand Kinsley
licensed Esthetician at Massage Heightslicensed Esthetician at Massage Heights
BRENDA ALFAROBRENDA ALFARO
Massage Therapist at Massage HeightsMassage Therapist at Massage Heights
Za’Niah ShabazzZa’Niah Shabazz
Receptionist Manager at Massage HeightsReceptionist Manager at Massage Heights
Narendarreddy KonkayalaNarendarreddy Konkayala
Front End Developer at Zitisi SolutionsFront End Developer at Zitisi Solutions