Duane Butler
Beech Island,SC
Summary
Seasoned expert with two decades of experience in customer service and relationship management, fostering strong client connections
Overview
17
17
years of professional experience
Work History
CSR - Customer Service Representative II (Remote)
Central Research Inc.
12.2024 - Current
- Help representatives regarding questions and concerns during call, provide assistance to programs and activities reps may not be sufficient using or may not have access
- Handle supervisor escalations from borrowers when reps are unable to reach resolution regarding borrower concern(s)
- Answer emails from borrowers regarding questions or concerns outside of normal phone calls and chat
- Provide efficient and accurate servicing of student loan inquiries, perform account updates, and help counsel the borrower to establish personalized repayment plans that meet Federal and State regulations and comply with company policy through phone calls or chat
- Provide exceptional customer service while maintaining quality expectations for inbound and outbound customer interactions
- Protect borrower data, requiring the highest levels of privacy and security
Total Loss Claims Specialist
State Farm
06.2023 - 04.2024
- Evaluated and confirmed total loss for vehicles in auto accident claims involving insured parties and claimants based on damage assessments and repair estimates.
- Communicated total loss status to claimants and insured parties, ensuring vehicle information accuracy for precise actual cash value settlements.
- Facilitated ownership transfers or retention processes, coordinated with repair shops for vehicle releases, and prepared necessary settlement documentation.
- Resolved actual cash value disputes by incorporating owner-provided data, assessing market comparisons, and collaborating with valuation companies to adjust vehicle valuations as needed.
Customer Consultant
Progressive Insurance
04.2023 - 06.2023
- Respond to incoming calls, address insured inquiries, manage additions or removals of vehicles and individuals on policies.
- Assist customers with policy renewals, and navigate changes in policy rates including increases and decreases.
- Processed insurance payments and offered support on payment options, including setting up auto-payments.
- Assist with Texas claims and claims in states that do not require an adjuster license
Closing Coordinator
Mortgage Connect
04.2020 - 10.2022
- Manage pre-audits of closing package documentation while sending reviewed and completed packages to notary for borrower signing and closing of refinances of residential mortgage agreements before closing date and time
- Any errors on closing package being managed on project kicked back to various groups with correction instructions while providing occasional assistance provided to reps regarding borrower and notary questions pertaining to closing documentation, closing times and dates
Escrow management representative
Nationstar Mortgage LLC. Mr. Cooper
12.2018 - 04.2020
- Project Managing customer accounts regarding changes to escrow for taxes and/or insurance
- Escrow certification allows the ability to manage customers’ escrow analysis, shortages, surpluses, payment disbursements, etc.
- Manage possible payment plans for unaffordable escrow monthly payments set up by reps
- Manage review of customer possibility to perform loan modification
Postal Support Employee
United States Postal Service
11.2015 - 10.2018
- Frontline service provider for more than 200 daily customers. Harvest customer relations experience to guide a variety of customers with top of line post office experiences.
- Receive and distributed information and full-range post office services
- Actively managed and maintained sufficient inventory numerous retail products
- Organized 100,000+ parcels. Identified errors on forwarded and wrongfully delivered parcels.
- Dispatched, led accountability for and delivered inbound and outbound parcels from on and off delivery dock
Escalation management
Sprint
05.2009 - 11.2015
- Customers regarding various disputes
- Managed delinquent customers and those targeted for retention
- Collected more than one-million dollars from dormant accounts
- Resolved disputes with subordinate level representatives and customers
- Negotiated with more than 50,000 clients and brought out of delinquent status
- Oversight Customer Feedback Project
- Follow up with customers who have made multiple calls in 72 hours to ensure all issues resolved, if not resolved, review cases and provide resolution pertaining to billing, payment, technical assistance, store management contacts per dispute, care functions such as phone swaps, changing bill cycle dates, explaining proration on bills, etc.
- Offline project management
- Manage review of necessary action taken by reps on accounts with dishonored payments, unusually high returned payment activity, no notification collection path, issues with deposits unpaid, and high debt age on past due accounts.
- Total Equipment Protection Insurance Claims Specialist
- First contact for insurance claims
- Verify lost, stolen, damaged device
- Advise customer of deductible and process payment of deductible
- Send information to Total Equipment Protection for processing of replacement device
Education
High school diploma or GED - General
Gateway High School
Aurora, CO06-2000
Associate's degree - Culinary Arts
Colorado Mesa University
Grand Junction, CO01-2003
Skills
- Customer service
- Phone communication
- Computer literacy
- Teamwork
- Writing skills (10 years)
- Management (5 years)
- Mac OS
- Microsoft Access (6 years)
- Customer inquiry handling
- Word processing
- Customer support
- Call center
- Data entry
- Computer skills (10 years)
- Administrative experience
- Documentation review
- Conflict management
- Workday
- Microsoft Outlook
- Balancing cash drawers
- Microsoft Word
- Quality assurance
- Typing
- Windows
- Phone etiquette
- Google Docs
- Lexis-Nexis
- Social media management
- Negotiation
- Communication skills (10 years)
- Help desk
- Relationship management
- Customer relationship management
- 10 key typing
- Making change
- Account Management
- Leadership
- Google Suite
- Live chat
- Document management
- Team management (6 years)
- Microsoft Powerpoint
- Editing
- Technical support
- Microsoft Office (10 years)
- Office experience (10 years)
Languages
English
Timeline
CSR - Customer Service Representative II (Remote)
Central Research Inc.
12.2024 - Current
Total Loss Claims Specialist
State Farm
06.2023 - 04.2024
Customer Consultant
Progressive Insurance
04.2023 - 06.2023
Closing Coordinator
Mortgage Connect
04.2020 - 10.2022
Escrow management representative
Nationstar Mortgage LLC. Mr. Cooper
12.2018 - 04.2020
Postal Support Employee
United States Postal Service
11.2015 - 10.2018
Escalation management
Sprint
05.2009 - 11.2015
Associate's degree - Culinary Arts
Colorado Mesa University
High school diploma or GED - General
Gateway High School