Cora Phillips
Customer Service
Charlotte,NC
Summary
Background consists of providing resilient customer service. Reinforced by many years of experience. A results-oriented producer well-versed in financial services and possess strong analytical and decisions making skills. Perform audits, resolve complex problems, report quality control findings, and work closely with Third-Party Administrators. Perform as a strong team player and/or as an independent contributor. Exhibit an outstanding professional style and loyalty with a strong sense of integrity.
Overview
17
17
years of professional experience
Work History
Primary Caregiver
08.2015 - 12.2022
- Specialize Care: Provided special care for my elderly parents with Alzheimer's that require at-home transitional care
- Personal Care: Provided personal care assistance with daily activities like grooming, dressing, bathing, and more
- Companion Care: Provided housekeeping, running errands, and cooking meals.
Client Relationship Associate
Randstad, Remote, Vanguard Group
01.2020 - 04.2020
- Partner with clients via phone to assist them with a wide range of inquiries
- Provide each investor with a world-class experience.
- Fostering investor loyalty and applying the human touch.
Processing Agent
Vanguard Group
10.2014 - 07.2015
- Perform monetary and clerical requests as it regards to mutual funds and brokerage
- Exceed upsells by 10% as lt relates to mutual funds accounts
- Communicated both verbally and in written format with clients to clarify incomplete or invalid paperwork.
- Established strong client relationship management skills during interactions with both internal and external clients
- Abide by Vanguard's internal policies and procedures as they relate to client contact.
Quality Control Analyst
Bank of America Mortgage Services
09.2010 - 04.2012
- Ensure mortgage loans are processed correctly for closing
- Maintain a checklist utilizing various systems to guarantee accurate information is reflected in the order and on loan, closing documents, and other paperwork
- Review and examine closed mortgage loans to facilitate a consistent and high level of quality standard
- Audit for the accuracy of mortgage loans, file data using electronic, problematic file information following the Standard Process Flow policies and procedures, and perform correct reporting of quality control findings
- Provide tracking and reporting of service standards performance, and scan forms into underwriting queues
- Responsibility includes adhering to all federal and state compliance guidelines relative to retail mortgage lending.
Sales Associate
Saks Off
05.2008 - 09.2010
- Provides exceptional customer experience, is sales-driven, and achieves profitability
- Fosters repeat business by building relationships with customers for the future by selling Saks World Elite MasterCard
- Responsible for greeting customers in a timely fashion while quickly determining their needs
- Keep up to date on current sales and promotions, policies regarding payment and exchanges, and security practices.
Family Medical Leave of Absence, Hewitt Associates
01.2006 - 04.2008
- Provide counseling to employees and managers on disability and leave of absence policies and recordkeeping
- Determining eligibility and assisting with leaves of absence initiations
- Educated employees on the types of leaves of absence available and discussed their medical plans
- Researched and resolved complex issues such as claim and payroll issues with an employee and third-party administrator
- Instrumental in educating employees on the importance of meeting the expectations/deadlines set forth by the client
- Documenting files and updating various systems with relevant information while providing clients with insurance products and plans during enrollment
- Determining eligibility, quote premium, and assisting with claim initiations
- Collaborate with the employee's management and the district manager concerning the cases and coordinate the return to work of the employee
- Successfully determine employee's eligibility for qualified Medical Child Support Order (QMCSO) notifies courts of health.
Education
Bachelor of Science - Business Management
University of Phoenix
7.2012
Skills
- Customer Service Skills
- Strong Communication
- Ability Multi-Task
- Team Orientated
- Excellent Problem Solver
- Interpersonal Skills
- Multitasking and Organization
- Active Listening Skills
- Sales Expertise
- Peoplesoft, Sap & Microsoft Office
Timeline
Client Relationship Associate
Randstad, Remote, Vanguard Group
01.2020 - 04.2020
Primary Caregiver
08.2015 - 12.2022
Processing Agent
Vanguard Group
10.2014 - 07.2015
Quality Control Analyst
Bank of America Mortgage Services
09.2010 - 04.2012
Sales Associate
Saks Off
05.2008 - 09.2010
Family Medical Leave of Absence, Hewitt Associates
01.2006 - 04.2008
Bachelor of Science - Business Management
University of Phoenix
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