Denise Gorniak
Jacksonville,FL
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
HSN, Home Shopping Network
06.2024 - Current
- Improved product knowledge on continuous basis to provide optimal service and achieve sales.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Excelled in exceeding daily credit card application goals.
- Identified opportunities for upselling additional products or services based on customer needs.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Associate II - IT Support
ICE (formally Black Knight)
10.2022 - 06.2024
- Provide comprehensive customer support, efficiently escalating complex technical issues to the relevant Product Support teams
- Troubleshoot and resolve customer inquiries, ensuring a high resolution rate and utilizing CRM systems for communication and tracking
- Maintain detailed records of support requests, documenting customer interactions and issue resolution for quality assurance
- Support loan officer and underwriter teams by facilitating the accurate and prompt processing of mortgage-related transactions
Mortgage Loan Processor
NewRez
02.2021 - 09.2022
- Coordinated with various stakeholders including vendors, attorneys, and real estate professionals to address inquiries and manage file processing
- Facilitated effective communication with borrowers, loan originators, underwriters, and builders to ensure a seamless mortgage process
- Verified borrower income, assets, and relevant documentation, and procured essential reports and certificates for property transactions
- Delivered support to the condominium refinancing team by acquiring necessary FHA documentation and contributed to the efficiency of loan officer and underwriter teams through precise mortgage processing
Business Analyst
JP Morgan Chase
Jacksonville, FL
01.2006 - 10.2020
- Company Overview: Litigation Support
- Maintained a centralized repository of limited power of attorney documents, ensuring accuracy and accessibility for litigation support
- Collaborated with investors and legal teams to align new power of attorney documents with business requirements, delivering within established service level agreements
- Conducted thorough reviews of Servicing Agreements to verify entity and deal information, guaranteeing the accuracy of power of attorney relationships
- Enhanced audit compliance by evaluating control mechanisms, addressing deficiencies, and supporting the development of a SharePoint site for technology request management
- Litigation Support
Senior Branch Office Administrator
Edward Jones Investments
Mystic, CT
05.2001 - 03.2007
- Managed daily administrative operations, enhancing client engagement and service quality by maintaining schedules, processing financial transactions, and updating client records
- Supported the development of client relationships by preparing reports for meetings and coordinating systematic contact initiatives
- Organized and scheduled a range of meetings, including phone and video conferences, ensuring efficient communication through meticulous record-keeping and distribution of meeting minutes
Education
Associate Degree - General Studies
Coastline Community College
12.2008
Skills
- Outlook
- Loancatcher
- PowerPoint
- Help Desk
- Mortgage Servicing
- Customer Support
- Loan Sphere-LPSD
- Zendesk
- Visio
- IT Support
- Excel
- Microsoft Office
- Excellent Communication Skills
- MSP
- Adobe Acrobat
- Interpersonal Skills
- Application Support
- Customer service
- Customer engagement
- Call center procedures
- Order processing
Certification
Paralegal Certificate
Timeline
Customer Service Representative
HSN, Home Shopping Network
06.2024 - Current
Customer Service Associate II - IT Support
ICE (formally Black Knight)
10.2022 - 06.2024
Mortgage Loan Processor
NewRez
02.2021 - 09.2022
Business Analyst
JP Morgan Chase
01.2006 - 10.2020
Senior Branch Office Administrator
Edward Jones Investments
05.2001 - 03.2007
Associate Degree - General Studies
Coastline Community College