Danette Smith
Duncanville
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
24
24
years of professional experience
Work History
Customer Preservation/Licensed Insurance Agent
Progressive Insurance
06.2022 - Current
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
Seasonal Support Agent
Minted
10.2021 - 01.2023
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
- Developed comprehensive knowledge of products and services to provide accurate solutions.
- Streamlined support processes for increased efficiency and faster response times.
- Provided feedback on product usability from customers'' perspective, leading to continuous improvement efforts by development teams.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Apple Technical Support Agent
Transcom/Apple
01.2019 - 01.2020
- Successfully handled escalated cases by taking ownership of the issue and coordinating resources to find a resolution.
- Served as a point-of-contact between customers and other departments within the organization when cross-collaboration was necessary.
- Enhanced customer satisfaction by efficiently resolving technical issues with Apple products and services.
- Maintained up-to-date knowledge on Apple products and services, ensuring accurate information was provided to customers during support interactions.
- Cultivated strong relationships with clients, providing exceptional service while troubleshooting complex issues.
- Developed customized solutions for unique client needs, showcasing the versatility of Apple technology.
- Identified trends in common issues faced by users, recommending areas for improvement or further development in products or services offered by Apple.
- Participated actively in cross-functional initiatives aimed at improving overall customer experience across all channels of interaction.
- Confirmed adherence to company policies and procedures while providing outstanding technical support services.
- Assisted customers in navigating product features, enabling them to maximize the utility of their Apple devices.
- Boosted call center efficiency by mastering internal tools such as ticketing systems and knowledge databases.
- Collaborated closely with engineering teams to resolve software bugs and hardware defects, ensuring customer satisfaction.
- Established rapport with clients through active listening skills that allowed me to understand their specific problems quickly.
- Contributed to a significant reduction in repeat calls, through thorough issue diagnosis and resolution.
- Improved team performance by sharing knowledge of Apple products and best practices in technical support.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Mortgage Document Specialist
Nationstar/Mr.Cooper
04.2015 - 05.2016
- Performed regular audits of document repositories, ensuring the accuracy and integrity of all stored information.
- Managed high volumes of documents efficiently, prioritizing tasks according to deadlines and project requirements.
- Safeguarded sensitive information by adhering to strict security protocols when handling confidential documents.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Ensured compliance with company policies and industry standards, maintaining meticulous attention to detail in all document-related tasks.
- Elevated team morale and productivity through active participation in collaborative brainstorming sessions focused on improving document-related processes.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Delivered exceptional customer service by addressing inquiries and resolving issues related to document management in a timely manner.
Accounts Receivable Clerk/Delinquency Specialist
Associa
01.2015 - 04.2015
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared billing statements and invoices for customers and recorded transaction date, price and fees to support accuracy.
Sr. Mortgage Loan Coordinator II
Capital One Home Loans
01.2013 - 02.2015
- Stayed current on industry trends, attending workshops and conferences to enhance professional development and expertise.
- Maintained strong relationships with clients, resulting in increased referral business for the company.
- Contributed to a positive work environment by maintaining open lines of communication with colleagues and management staff.
- Worked proactively to identify potential roadblocks in the mortgage approval process, providing alternative solutions when necessary.
- Maintained a high level of expertise in loan program guidelines, enabling tailored recommendations for clients based on their unique financial needs.
- Ensured strict adherence to federal lending guidelines while processing mortgage applications for a diverse clientele.
- Implemented quality control measures to ensure accuracy and compliance with industry regulations throughout the loan process.
Sr. Mortgage Servicing Specialist III
Bank Of America, Home Loans
11.2009 - 01.2013
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Explained very technical financial information to applicants in easy to understand language.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Negotiated loan terms and conditions with customers to secure best deal.
- Proactively identified solutions for customers experiencing credit issues.
- Coordinated closely with attorneys to ensure seamless execution of foreclosure proceedings in compliance with applicable laws and regulations.
- Conducted comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Managed a high-volume caseload of loans in various stages of delinquency, prioritizing actions based on risk assessment outcomes.
Customer Service Representative
Internal Revenue Service, IRS
01.2001 - 11.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
Bachelor of Science - Business Administration And Management
DeVry University
01-2027
Skills
- Client Interaction Documentation
- Time Management
- Active Listening
- Critical Thinking
- Data Entry
- Organization
- Complaint Handling
- Client Education
- Processing Procedures
- Pipeline Management
- Document Review
- Legal compliance
Timeline
Customer Preservation/Licensed Insurance Agent
Progressive Insurance
06.2022 - Current
Seasonal Support Agent
Minted
10.2021 - 01.2023
Apple Technical Support Agent
Transcom/Apple
01.2019 - 01.2020
Mortgage Document Specialist
Nationstar/Mr.Cooper
04.2015 - 05.2016
Accounts Receivable Clerk/Delinquency Specialist
Associa
01.2015 - 04.2015
Sr. Mortgage Loan Coordinator II
Capital One Home Loans
01.2013 - 02.2015
Sr. Mortgage Servicing Specialist III
Bank Of America, Home Loans
11.2009 - 01.2013
Customer Service Representative
Internal Revenue Service, IRS
01.2001 - 11.2009
Bachelor of Science - Business Administration And Management
DeVry University
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