DEVYN WALDRON
AUSTIN,TEXAS
Summary
Experienced customer care professional dedicated to improving customer satisfaction through effective communication and problem-solving abilities. Strong track record of success in both phone and in-person interactions. Committed to fostering positive experiences and achieving favorable outcomes through collaborative teamwork. Adaptable to changing needs and skilled in communication and conflict resolution techniques.
Overview
8
8
years of professional experience
Work History
CNA Caregiver
Juniper Village
08.2024 - Current
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reduced patient stress levels through effective communication and active listening skills.
Mortgage Specialist
New American Funding
01.2022 - 12.2023
- Was in charge of collecting member loan payments
- Maintained a friendly and professional demeanor when dealing with customers
- Provided mortgage, education, and personal loan advice to clients
- Collecting and crediting payments for a borrowers loan agreement
- Educating borrower on their escrow account
- Helping pay property tax and homeowner insurance if they have an escrow account
- Informing borrowers of when property taxes rise and fall
- Explaining to borrowers the penalties of a late payment and or if 30 days past due
- Providing excellent customer service for any questions borrowers have about their loan after it has closed
- Making sure the customer feels empathy when a problem or concern comes up
- Also provide the best possible solution and plan of action to resolve any issue
- Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements
- Developed a reputation for punctuality and hard work
Mortgage Servicer
US Bank
11.2019 - 12.2021
- Processing and crediting homeowners payments accurately and on time
- Building a relationship with borrowers and being a key point of contact for resolving problems, should hardships-arise
- Communicating with homeowners early when payments are missed to help the homeowner avoid falling further behind
- Working with delinquent homeowners to determine if they can afford to stay in the home
- Ensuring homeowners know all their options if they fall behind, such as a loan modification, short sale, or deed in lieu of foreclosure
- Helping with options for a graceful exit in instances when the homeowner can no longer pay the mortgage and needs to leave the home
- Being one of the first communication points for homeowners in communities affected by natural disasters or economic troubles and helping homeowners navigate the claims process with home insurers
Client Service Representative
Settle It
02.2017 - 10.2019
- Obtained and processed all client information and transactions
- Answered client questions/ concerns in a timely, informative, and professional manner
- Calmly handled customer complaints and worked to find solutions
- Exhibited expert knowledge regarding the products and services offered
- Worked according to set standards and operating procedures
- Kept accurate and current customer account data with manual form processing and digital information updates
- Collaborated with the sales, marketing, and management teams to develop solutions and achieve common goals
- Built strong, compassionate client relationships and earned a reputation for exceeding service standards
- Followed all customer call guidelines, such as service levels, handling time, and productivity
Education
High School -
Canyon High School
Anaheim, CASome college (No degree) - Kinesiology
Santiago Canyon College
Orange, CASkills
- Payment collection
- Appointment scheduling
- Document filing
- Regulatory compliance
- Team management
- Relationship development
- Communications
Timeline
CNA Caregiver
Juniper Village
08.2024 - Current
Mortgage Specialist
New American Funding
01.2022 - 12.2023
Mortgage Servicer
US Bank
11.2019 - 12.2021
Client Service Representative
Settle It
02.2017 - 10.2019
High School -
Canyon High School
Some college (No degree) - Kinesiology
Santiago Canyon College
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