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
Dalton, GA (On-Site)
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
Detroit, MI (On-Site)
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