Carmen DeGazon
Lawrence,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive 30 year experience in Loan Administration, Customer Service, and Medical Service industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
33
33
years of professional experience
Work History
Client Service Representative
Cenlar FSB
Ewing, NJ
05.2017 - 08.2024
- Provided customers details on their escrow analysis, loans, mortgages.
- Assisted high touch borrowers in one call resolutions.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Ensured compliance with regulations, conducting thorough audits on loan documents.
- Consistently met monthly sales targets by fostering strong rapport with clients and referral sources.
- Provided comprehensive training to new hires, improving overall team productivity and performance.
- Supported underwriters in their decision-making process by providing accurate documentation and information.
Activation Specialist
Hilton Grand Vacations
Orlando, FL
07.2013 - 11.2016
- Maintaining monthly reservations goals
- Partnered with marketing teams to develop targeted promotional materials that emphasized ease of product activation for prospective clients.
- Reduced call wait times for assistance by developing an effective troubleshooting guide for common activation-related issues.
- Managed multiple simultaneous activations while maintaining strict adherence to deadlines and quality standards.
- Increased client satisfaction by promptly addressing concerns and resolving technical issues during the activation process.
- Trained and mentored new Activation Specialists, improving team performance and ensuring consistent service delivery across all touchpoints.
- Contributed to sales team success by providing expert support during client presentations, highlighting product features and advantages related to easy activation processes.
- Boosted customer retention rates by delivering personalized support throughout the activation process.
- Utilized specialized software to capture and process data.
Vacation Advisor
Hilton Grand Vacations
Orlando, FL
04.2012 - 06.2013
- Sell Vacation packages to Hilton guests and Hilton Honors Members over the phone with the requirements that the family attends a Vacation Ownership preview tour for multiple property locations
- Responsible for maintaining individual sales and marketing goals for performance
Customer Specialist
Bluegreen Resorts
Orlando, FL
03.2009 - 11.2009
- Completed monthly analysis reports.
- Responded to customer inquiries via phone, email and web-based platforms.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Enhanced overall customer happiness index through empathetic handling of difficult situations or complaints.
- Maintained detailed knowledge of products and services offered, enabling accurate information dissemination and prompt issue resolution.
- Balanced multiple priorities effectively while assisting customers, minimizing wait times without compromising on quality of service provided.
- Managed high call volume efficiently, and escalated calls while maintaining impeccable quality in customer interactions.
- Implemented new strategies to enhance overall customer experience, resulting in increased repeat business.
Clinical Service Representative
University Medicine & Dentistry of New Jersey
New Brunswick, NJ
02.1999 - 09.2002
- Provided administrative support for nine doctors and four secretaries
- Coordinated scheduling of appointments, billing, and conducted financial counseling
- Conducted regular research reporting on patient flow and doctor/patient ratios for the University
- Maintained accurate medical records for better decision-making and optimal patient outcomes.
- Facilitated seamless communication between patients, healthcare providers, and administrative staff by maintaining organized documentation of patient interactions.
Customer Service Representative
Prudential Health Services
New Brunswick, NJ
11.1997 - 12.1998
- Respond to participant inquires concerning design, eligibility and covered services for various health plans
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Junior Pension & Savings Service Representative/ Pension & Savings Department
Metropolitan Life
East Hanover, NJ
02.1995 - 03.1997
- Process new business/account changes and financial transactions.
- Research and process cost basis and tax information.
- Provide technical support to customers and agents.
- Knowledgeable in several different types of annuities.
- Registered NASD 'Series 6'
- Maintained up-to-date knowledge on industry trends, sharing pertinent information with colleagues and stakeholders to inform decision-making processes.
- Managed a caseload of complex pension cases, ensuring timely resolution and compliance with regulatory requirements.
Customer Loan Officer
Mercury Finance Company
Orlando, FL
11.1993 - 12.1994
- Coordinated and administered consumer loans.
- Included research and review of credit background and closing of appropriate loan applications.
- Trained management trainees, and conducted monthly managers’ training sessions
- Supervised different staff members.
- Maintained compliance with all state and federal regulations governing the lending process, minimizing legal exposure for the organization.
- Communicated regularly with borrowers regarding their repayment plans, promoting responsible financial behavior among customers.
Customer Service Representative
ITT Financial Services
Orlando, FL
09.1991 - 05.1992
- Received and reviewed all consumer loan application
- Processed all documentation and maintained computerized data files
- Managed a portfolio of loans, ensuring timely repayments and minimizing default rates.
- Reduced loan approval times by conducting thorough credit assessments and risk evaluations for potential borrowers.
Education
Valencia College
Orlando, FLCommunications
Morgan State University
Baltimore, MDSkills
- Call center experience
- Follow-up skills
- Meeting deadlines
- Escalation management
- Prescription order management
- Benefits determination
- CRM system updates
- Multi-line phone talent
- Staff education and training
- Salesforce CRM
- Reliability
- Stress Tolerance
- Customer Relationship Management
- Market awareness
- Escrow management
- Mortgage lending
Timeline
Client Service Representative
Cenlar FSB
05.2017 - 08.2024
Activation Specialist
Hilton Grand Vacations
07.2013 - 11.2016
Vacation Advisor
Hilton Grand Vacations
04.2012 - 06.2013
Customer Specialist
Bluegreen Resorts
03.2009 - 11.2009
Clinical Service Representative
University Medicine & Dentistry of New Jersey
02.1999 - 09.2002
Customer Service Representative
Prudential Health Services
11.1997 - 12.1998
Junior Pension & Savings Service Representative/ Pension & Savings Department
Metropolitan Life
02.1995 - 03.1997
Customer Loan Officer
Mercury Finance Company
11.1993 - 12.1994
Customer Service Representative
ITT Financial Services
09.1991 - 05.1992
Valencia College
Communications
Morgan State University