Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Heather McCollim

Heather McCollim

South Elgin,Illinois

Summary


Experienced Customer Service & Fraud Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Remote Customer Experience Specialist / Fraud Representative

DYSON
11.2018 - 04.2023
  • Delivered accurate and appropriate information in response to customer inquiries and orders
  • Addressed customer service inquiries timely and accurately and demonstrated mastery of customer call script within specified call times
  • Served as backup representative for fraud team and determined responsibility of fraudulent orders, reason for failure to arrive, or if stolen from shipping company
  • Worked with sales team in order processing, helping to reroute or reorder orders that failed to be delivered
  • Utilized technical service aptitude in fast-paced environment to troubleshoot new products and meet sales goals
  • Reached customer service satisfaction rating of 90% within six months of employment
  • Monitored daily key performance indicator (KPI) service levels and hands-on service and repair of company products
  • Generated inside sales of company products
  • Processed orders and transactions in high call volume setting.
  • Investigated and resolved customer inquiries and complaints quickly.

Flood Risk Analyst, Escrow Department

BMO HARRIS
09.2018 - 10.2018
  • Maintained and monitored bank’s compliance with FEMA’s federal flood regulation
  • Calculated flood insurance coverage requirements, interpreted flood determinations, verified real estate collateral addresses, and reviewed flood insurance policies prior to closing and at policy renewal
  • Managed life of loan updates and flood zone changes
  • Mailed out required notices to borrowers
  • Maintained flood regulatory reports to ensure accurate reporting of all real estate secured transactions
  • Forced place homeowners’ insurance for homeowners that failed to keep up insurance policies
  • Served as backup property tax processing representative.
  • Devised new systems and specific processes to handle ongoing monitoring needs for potential risks.

Seasonal Health Insurance Marketplace Representative

AUTOMATED HEALTH SYSTEMS
03.2018 - 06.2018
  • Monitored HIPAA compliance for account verification and registration
  • Processed documents for Medicaid and quality health plans enrollments
  • Assisted customers from Rhode Island with enrollment into government-sponsored health program by working with customers to make health insurance marketplace fit their needs
  • Reassessed policy needs of existing clients after life-changing events
  • Filled out and submitted applications, issued quotes, maintained client records, and prepared enrollment reports
  • Documented all activities for quality and metrics reporting through customer relationship management (CRM) application.

Assistant Store Manager

Crazy 8's, A Division Of Gymboree
08.2016 - 11.2017
  • Streamlined inventory management with regular quarterly audits, accurate ordering, and efficient stock organization.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
  • Interacted well with customers to build connections and nurture relationships.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.

Escrow Loss Draft Coordinator

DOVENMUEHLE MORTGAGE
01.2014 - 04.2016
  • Monitored all claims over client limit and all government-backed loans in property loss claim process for 500 mortgage companies
  • Coordinated electronic draws or claim check payments for claims going through claim payment process
  • Processed checks from FEMA during both nationwide and international natural disasters
  • Managed wire-transfers, oversaw payment drafting system, and cut checks dealing with property tax cases
  • Arranged periodic inspection of property repairs
  • Studied and completed Microsoft Excel training programs and kept and prepared spreadsheets with massive amounts of data
  • Kept abreast of new escrow, mortgage, and insurance regulations, as well as government-backed loans
  • Recognized as Employee Of The Month for January 2015.

Customer Service Representative

DOVENMUEHLE MORTGAGE
01.2013 - 01.2014
  • Complied with Federal, state, and company policies, procedures, and regulations
  • Communicated promptly and courteously regarding outcome of escrow
  • Assisted escrow PMI / MIP department with deletion requests
  • Multi-tasked in fast-paced mortgage subsidiary company
  • Answered complex customer inquiries concerning all aspects of loan servicing
  • Tasked each department with appropriate research requests or inquiries that could not be handled by telephone
  • Processed mortgage payments via ACH draft over phone
  • Promoted to escrow representative after only 10 months by demonstrating knowledge and expertise of escrow when working CSR role.

Education

Some College (No Degree) -

Elgin Community College
Elgin, Illinois

Skills

  • CRM systems
  • Boldchat
  • Riskified
  • Lexis Nexis
  • Spokeo
  • Microsoft Office
  • Workforce
  • SAP
  • Fraud Detection

Certification

Illinois Gaming / Private Detective License

Timeline

Remote Customer Experience Specialist / Fraud Representative

DYSON
11.2018 - 04.2023

Flood Risk Analyst, Escrow Department

BMO HARRIS
09.2018 - 10.2018

Seasonal Health Insurance Marketplace Representative

AUTOMATED HEALTH SYSTEMS
03.2018 - 06.2018

Assistant Store Manager

Crazy 8's, A Division Of Gymboree
08.2016 - 11.2017

Escrow Loss Draft Coordinator

DOVENMUEHLE MORTGAGE
01.2014 - 04.2016

Customer Service Representative

DOVENMUEHLE MORTGAGE
01.2013 - 01.2014

Some College (No Degree) -

Elgin Community College

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Heather McCollim