Elobie James

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
• Multi-tasking, Data Entry, Scheduling appointments, Inbound calls, Assisting Client needs and concerns via SMS, social media, and emails.
• Assisted in scheduling clients for struggling and new store openings.
• Assisted in training personnel
• Delivered prompt service to prioritize customer needs.
• Followed up with customers about resolved issues to maintain high customer service standards.
• Met customer call guidelines for service levels, and handle time, and productivity.

The position duties include a wide range of call center activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.

• Receive and respond accurately and professionally, to customer inquiries/concerns

received via telephone, email or office visit.

• Respond to all of the customer’s inquiries utilizing all available resources and program knowledge; researching and exploring answers
• Identify and escalate unresolved inquiries to management
• Accurately and thoroughly record all interactions in the PHA system of record
• Defuse and deescalate irate customers as to ensure great customer experience
• Verify and update customer information
• Identify and escalate priority issues
• Perform data entry into SharePoint, and PHA business system
• Provide excellent customer service to participants, landlords, co-workers, clients and
• Vendors
• Obtain certification in Housing Choice Voucher Basics within 120 days of employment
• Ensure regular attendance and punctuality
• Perform other duties as assigned

• Provided coverage option information to assist clients in protecting assets
• Built relationships with clients through active listening to provide excellent service
• Approached potential clients by using direct marketing techniques, including mailings and phone contacts
• Responded to customer calls to swiftly resolve issues and answer questions
• Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
• Up sold additional products and services after identifying customer needs and requirements
• Scheduled fact-finding consultations to determine client needs and overall financial situations
• Mentored three(3) entry-level brokers
• Calculated quotes and educated potential clients on insurance options
• Finalized sales and collected necessary deposits

• Collected taxes and fees, submitted payments and issued receipts
• Assisted with preparation and submission of affidavits, deeds and other records for land purchases
• Received and processed paperwork for titles, new license plates and renewals
• Entered title and vehicle information into database
• Provided each member of public with exceptional service and knowledgeable support to maintain smooth operations and happy customers
• Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
• Routed incoming calls and faxes and drafted detailed messages to expedite response
• Assisted with administrative tasks, including filing, answering phones

• Processed invoices and mailed documentation to clients
• Accurately inputted all client and insurance information into company’s computer system
• Posted payments to accounts and maintained records
• Verified client information by analyzing existing evidence on file
• Made contact with insurance carriers to discuss policies and client coverage