Erica McClendon
Roanoke,TX
Summary
Dynamic Multitalented Customer Services Representative with a proven track record at PNC, excelling in customer relationship management and regulatory compliance. Enhanced client satisfaction through tailored financial advice, achieving significant account retention. Skilled in cash management and adept at building lasting relationships, driving sales growth while maintaining professionalism under pressure.
Overview
10
10
years of professional experience
Work History
Financial Services Representative
Charles Schwab
03.2025 - 05.2025
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
- Worked closely with other departments to provide seamless service delivery for complex client requests.
Customer Service Representative
PNC Bank
06.2022 - 09.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Administrative Assistant
Beauty by One Touch
04.2019 - 01.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
Foreclosure Specialist
Carrington Mortgage
03.2015 - 03.2019
- Performed proper calculations and prepared payoff figures.
- Analyzed foreclosure sale bids, judgments, reinstatements and payoffs.
- Reviewed loan and foreclosure documents and verified for accuracy.
- Assisted in training new team members on company policies, procedures, and systems related to foreclosures.
- Facilitated negotiations between lenders and borrowers, resulting in mutually beneficial resolutions for both parties.
- Collaborated with legal teams to ensure compliance with state and federal regulations during foreclosure proceedings.
- Demonstrated expertise in various federal and state regulations governing foreclosures, ensuring full compliance with all legal requirements.
- Reduced foreclosure timelines by efficiently managing case files and ensuring timely completion of necessary tasks.
- Gathered information regarding lien payoff amounts, tax data and credit standing.
- Ensured strict adherence to deadlines by closely monitoring case progress and proactively addressing potential delays.
- Contributed to departmental goals by consistently meeting or exceeding performance targets for case closures and client satisfaction ratings.
- Coordinated with property preservation teams to secure assets after foreclosure sales were completed successfully.
- Enhanced communication with clients by providing regular updates on the status of their foreclosure cases.
- Evaluated and examined files with management prior to foreclose sale date to formulate bidding instructions.
Education
Bachelor of Arts - Business Management
University of Phoenix
Tempe, AZGED
Temple University
Philadelphia, PA01.2000
Skills
- Financial services
- Customer relationship management
- Cash management
- Cash handling
- Account documentation
- Regulatory compliance
- Financial product sales
- Customer relationship building
- Account maintenance
- Loan applications
- Credit analysis
- Relationship management
- Risk management
- Certificates of deposit
- Account retention
- Financial reporting
- Debt management
Timeline
Financial Services Representative
Charles Schwab
03.2025 - 05.2025
Customer Service Representative
PNC Bank
06.2022 - 09.2024
Administrative Assistant
Beauty by One Touch
04.2019 - 01.2020
Foreclosure Specialist
Carrington Mortgage
03.2015 - 03.2019
Bachelor of Arts - Business Management
University of Phoenix
GED
Temple University
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