Darius Cole II
Las Vegas,NV
Summary
Thorough Customer Relation Specialist with 5+ years of experience working in Customer Service industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Escrow Specialist
Axos Bank
01.2024 - Current
- .Manage approximately 15 cases related to customer concerns.
- Complete payment processing, payment reversals and research and end of day balancing of financial transactions relating to taxes and insurance
- Complete escrow account and insurance inquiries received in Salesforce CRM.
- Complete insurance tracking/monitoring for flood hazard, adhering to regulatory flood guidelines and reviewing flood policies for proper coverage.
- Proficient use of Microsoft Outlook, Excel, and teams.
- Maintain schedule to complete tasks in timely manner.
- Setup, Maintain, and close escrow account witch accuracy.
- Identify potential issues and create solutions to improve processes.
Loan Servicing Specialist
Rocket Companies
04.2021 - 08.2023
- .Managed approximately 60 call and or chat communications per day from clients.
- Working with clients to problem solve through to completion and/or resolution.
- Reading and understanding loan documentation.
- Delivering exceptional client experiences as I build relationships with each client.
- Loosely working with clients for any documents that should come about during loans life.
- Example, L.L.C, Trust Transfers, Lien Release.
- Researching escrow concerns for clients working closely with escrow team to find solutions.
- Advising on different property tax options.
- Working loosely with tax assessors to ensure clients satisfaction.
- Creating, organizing and maintaining files including e-files.
- Coordinating orders, payments and other client-focused related activities.
- Providing accurate, timely and professional assistance to clients via telephone and chat.
- Proficient use of multiple CRM Software.
- Proficient use of MS Office, MS Excel, MS Teams.
Customer Loyalty Representative
Concentrix
04.2019 - 02.2020
- Managed approximately 70 incoming calls from clients per day.
- Impact member experience with services and overall impressions of company driving company retention.
- Build value for services and sell to new and current members driving company revenue.
- De-escalate members after unsatisfactory experiences with company and changing that experience into positive one.
- Mentor new employees.
- Teach computer systems and different operations to new employees.
- Teach sales tactics and customer service to new employees.
- Navigate multiple computers and multiple computer programs simultaneously.
- Proficient use of Avaya digital phone system.
Assistant Manager/Manager
Finish Line at Macy's
08.2016 - 11.2019
- Assists with daily shift management such as customer relations, inventory control, procedural tasks and paperwork, as well as visual merchandising
- Trains Sales Associates
- Provides security & loss prevention in the store
- Oversees contest management (Tracking Results & Coaching Performance)
- Maintains company standards regarding personal and store sales/performance metrics.
Assistant Manager/Sales Associate
GameStop
06.2017 - 09.2018
- Assists with daily shift management such as customer relations, inventory control, procedural tasks and paperwork, as well as visual merchandising
- Provides security & loss prevention in store
- Train Sales Associates
- Oversees contest management (Tracking Results & Coaching Performance)
- Maintains company standards regarding personal and store sales/performance metrics.
Senior Maintenance Technician/ Laborer (Seasonal)
Cedar Point
04.2015 - 09.2015
- Supervise, develop and maintain ongoing maintenance operation for hotel, including refrigeration, heating, kitchen equipment, emergency generators, water softeners, switch rooms, roof exhausts, electrical substations, etc
- Ensure projects are completed according to specifications and on time by studying work schedules and estimating worker-hour requirements for completion
- Recommend or initiate personnel actions, such as training, promotions, transfers, discharges, and disciplinary measures
- Reward employees who meet/exceed expectations
- Confer with workers' representatives.
Education
Associate in Criminal Justice -
Macomb Community College
Warren, MI05.2021
Skills
- Sales
- Customer Service Skills
- Account Management
- CRM software
- Document Preparation
- Organizational abilities
- Client Confidentiality
- Goal Setting and Tracking
- Billing and Invoicing
Certification
Driver's License
Timeline
Escrow Specialist
Axos Bank
01.2024 - Current
Loan Servicing Specialist
Rocket Companies
04.2021 - 08.2023
Customer Loyalty Representative
Concentrix
04.2019 - 02.2020
Assistant Manager/Sales Associate
GameStop
06.2017 - 09.2018
Assistant Manager/Manager
Finish Line at Macy's
08.2016 - 11.2019
Senior Maintenance Technician/ Laborer (Seasonal)
Cedar Point
04.2015 - 09.2015
Associate in Criminal Justice -
Macomb Community College