Dorian Holmes
Midlothian
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE II
Planet Home Lending
01.2023 - Current
- Maintained a high level of professionalism when dealing with difficult customers.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Provide exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
ESCALATION SPECIALIST
Loandepot
12.2020 - 11.2022
- Followed up with customers after resolution of their issue, ensuring satisfaction with the outcome.
- Applied knowledge of product features and functionality in order to address customer inquiries accurately.
- Provided technical support to customers by resolving escalated customer issues.
MORTGAGE DEFAULT SPECIALIST
Roundpoint Mortgage Company
12.2018 - 05.2020
- Create repayment plans.
- Adhered to all applicable regulations and policies governing the mortgage industry.
- Conducted extensive research on relevant legal documents in order to properly advise clients about their rights and obligations.
Client Support Specialist
Multiplan
05.2018 - 12.2018
- Used live chat program to promptly respond to queries and requests.
- Worked independently with minimal supervision while delivering superior performance results.
- Shared helpful workarounds for feature requests to enhance support team capabilities.
QUALITY ASSURANCE SPECIALIST
One Technologies
06.2012 - 02.2018
- Provided analytical and project support to special projects.
- Performed routine call audits and quality assurance reviews for call centers.
- Created detailed reports outlining recommendations for improving organizational performance.
Education
Texas Woman's University
Denton, TX12.2006
Skills
- Report Preparation
- Microsoft Word
- Call Center Operations
- Customer Service
- Payment Collection
- Issue Identication
- High-Volume Environments
- Customer Support
Timeline
CUSTOMER SERVICE REPRESENTATIVE II
Planet Home Lending
01.2023 - Current
ESCALATION SPECIALIST
Loandepot
12.2020 - 11.2022
MORTGAGE DEFAULT SPECIALIST
Roundpoint Mortgage Company
12.2018 - 05.2020
Client Support Specialist
Multiplan
05.2018 - 12.2018
QUALITY ASSURANCE SPECIALIST
One Technologies
06.2012 - 02.2018
Texas Woman's University