Demeche Hamilton
Addison,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Carrington Mortgage Services
Plano, TX
03.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled day-to-day customer contact via phones, faxes and emails.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Provided primary customer support to internal and external customers.
- Managed over 40 customer calls per day.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
HOA Manager
Matt Martin Real Estate Management
Carrollton, TX
10.2015 - 09.2017
- Enforced compliance with community regulations and guidelines.
- Addressed and quickly resolved resident complaints with speedy and knowledgeable support.
- Developed and adhered to community budgetary restrictions in collaboration with board of directors.
- Collected and maintained careful records of rental payments and payment dates.
- Administered property-related budgets, reviewed invoices and tracked costs.
- Prepared and submitted PHAS Assessment and other funding applications.
- Addressed and quickly resolved resident complaints with speedy and knowledgeable support
- Enforced compliance with community regulations and guidelines
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates
Senior Mortgage Loan Processor
Green Tree Servicing LLC
Dallas, TX
03.2013 - 09.2015
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Handled any conditions sent from underwriting departments.
- Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
- Completed denial and cancellation procedures on applicable files.
- Coordinated closing process with attorneys, title companies and government clerks.
- Evaluated approvals against established bank and government lending standards.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
Mortgage Loan Processor Assistant
Bank of America
Dallas, TX
03.2010 - 04.2013
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Communicated with originator and applicant concerning progress of loan file.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Reviewed and validated details of loan applications and closing documentation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Produced and submitted completed loan packages to title and escrow professionals.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Conducted pre-funding and funding activities for over 20 monthly applications.
Customer Relations/Mortgage Default Specialist
Countrywide Home Loan Inc
Garland, CO
10.2004 - 07.2007
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.
- Contacted major credit bureaus to obtain copies of files and discuss specific entries.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Responded to client concerns and questions about credit scores and methods to improve numbers
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Worked flexible hours across night, weekend and holiday shifts
Education
Bachelor of Arts - Liberal Arts And General Studies
Saint Leo University
Saint Leo, FL05-2024
Skills
- CRM software proficiency
- Data Collection
- Data Entry
- Account updating
- Product Knowledge
- Inbound and Outbound Calling
- Payment Processing
- Microsoft Outlook
- System implementation
- Researching
- CRM Software
- Quality Assurance Controls
- Research
- Assertiveness
Accomplishments
- Developed the Buddy- System to ensure proficiency for quicker loan funding
- Self- Published Author
- Community Volunteer
Certification
Associate of Applied Science, Certified Dental Assistant through American Medical Technology
References
References available upon request.
Timeline
Customer Service Representative
Carrington Mortgage Services
03.2020 - Current
HOA Manager
Matt Martin Real Estate Management
10.2015 - 09.2017
Senior Mortgage Loan Processor
Green Tree Servicing LLC
03.2013 - 09.2015
Mortgage Loan Processor Assistant
Bank of America
03.2010 - 04.2013
Customer Relations/Mortgage Default Specialist
Countrywide Home Loan Inc
10.2004 - 07.2007
Bachelor of Arts - Liberal Arts And General Studies
Saint Leo University