Evelyn Lake
Detroit,MI
Summary
Intelligent and team-driven Client Care Specialist successful at operating with minimal direction or supervision to accomplish remarkable results. Experienced in taking on challenging objectives in fast-paced, demanding environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Store Specialist
Spectrum
03.2022 - 09.2022
- Greeted customers and helped with product questions, selections, and purchases
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
- Monitored wireless sales space to establish familiarity with various carriers.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Activated both contract and pre-paid wireless phones for more than 50 customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts.
Client Care Specialist
Rocket Mortgage
11.2011 - 12.2022
- Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Answered customer questions via telephone, email and live chat services.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Processed mortgage loan applications accurately and successfully for over 10 years.
Education
High School Diploma -
Laura F. Osborn High School
Detroit, MI08.2000
Skills
- Customer Relations
- Dedicated Support
- Government Standards
- Proficiency in MS Suite
- Salesforce
- LexusNexus
- Live Engage
- FHA, VA, Fannie, Freddy, Jumbo
- Speciality/Escalation Communication Expert
Certification
- Certified Claims Adjuster, Residence Michigan
- Successful Completion of Leadership Training and Development Program (Ground School), Rocket Mortgage
Timeline
Store Specialist
Spectrum
03.2022 - 09.2022
Client Care Specialist
Rocket Mortgage
11.2011 - 12.2022
High School Diploma -
Laura F. Osborn High School
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