Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Hope Rosemond

Oshkosh,WI

Summary

Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

Overview

23
23
years of professional experience

Work History

Building Tech

Jack’s Maintenance
Oshkosh, WI
08.2024 - Current
  • Clean locker rooms & bathrooms at the ymca gym
  • Make sure countertops, sinks, mirrors, toilets, floors are clean swept & mopped
  • Power wash all locker room showers
  • Empty all trash
  • Change trash bags as needed
  • Managed inventory and supplies to ensure materials were available when needed.
  • Completed day-to-day duties accurately and efficiently.

Communication Specialist

MDS Communication
Remote Oshkosh, WI
05.2023 - 03.2024
  • Help many organizations raise money for their cause
  • Greet potential donors with friendliness, care and respect
  • Transition to appropriate objection response when given an objection
  • Adhered to all applicable laws, regulations, policies, and procedures when conducting telemarketing activities.
  • Consistently met daily, weekly, monthly call quotas set forth by management team.
  • Provided timely, courteous, and knowledgeable responses to information requests.

Published Author

Self Employed Writer
Oshkosh , WI
07.2022 - 05.2023
  • Author of the book called Loving Lael
  • I wrote the book & worked with my publisher to iron out the details of the book
  • I gave them the details of what the illustrations will look like & how the words will be placed in the book & with what illustrations they will be with
  • They published the book according to my specifications
  • After the book was published I worked hard to market & promote my book
  • I wrote & submitted letters to different companies like newspapers, tv programs, magazines, etc proposing that they feature my book

Receptionist

Struensee Properties
Oshkosh, WI
02.2022 - 07.2022
  • Greet Customers as they enter the office
  • Answer the phones when it rings and help the caller with what they’ve called for
  • Write up leases and sign the leases with the tenant
  • Write the deposit slips for the banks that the money the tenants paid will be deposited in
  • Deliver money to the bank
  • Apply late fees to tenants account
  • Contact tenants when they are delinquent and convince them to pay or make a payment plan
  • Send out storage unit letters to tenants that are delinquent with paying their storage unit informing them that if they don’t pay their storage unit will be sold
  • Send the form for the storage sale to the local paper to be advertised in the paper
  • Send out five day eviction notices to people who violate their lease
  • Complete any paperwork that is sent to the office to be completed (wera papers, HUD papers, any verification papers, etc)
  • Complete any other tasks asked to do
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Greeted and directed visitors to appropriate personnel and answered large number of calls and emails daily.
  • Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Handled mail distribution, including sorting and forwarding incoming mail and preparing outgoing mail.

Health Insurance Rep

Health Partners
Remote Oshkosh, WI
09.2021 - 12.2021
  • Greet customers in a friendly & respectful manner
  • Answer any inquiry the consumer has
  • Help them obtain health insurance
  • Help consumer through the enrollment process & enroll consumer in ideal plan for their needs
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Ensured compliance with all applicable laws, regulations and company policies relating to health insurance services.
  • Maintained accurate records of customer interactions, including policy details and payment history.

Health Insurance Rep

Concentrix
Remote Oshkosh, WI
09.2020 - 12.2020
  • Greet customers in a friendly & respectful manner
  • Answer any inquiry the consumer has
  • Help them obtain health insurance
  • Help consumer through the enrollment process & enroll consumer in ideal plan for their needs
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Ensured compliance with all applicable laws, regulations and company policies relating to health insurance services.
  • Provided guidance to customers regarding eligibility criteria for various health plans.

Customer Care Representative

Anthem BCBS
Fond Du Lac, WI
11.2019 - 04.2020
  • Greet customers in a friendly, respectful & pleasant manner when they call in about their insurance plan
  • Find the best solution or answer to their problem or question
  • Do everything to resolve the issue or answer the question to make it a first call resolution
  • Do everything I can to make sure the customer doesn’t have any homework i.e
  • If a doctor needs to be called for an authorization, call the doctor for the member & get the authorization instead of just telling the member that one needs to be gotten
  • If the member needs transportation to their doctors appointment, I’d get all the information about the appointment & schedule the ride for them
  • If a solution or answer wasn’t known I used all my resources to research & find the solution or answer
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.

Communication Specialist

MDS Communications
Oshkosh, WI
02.2017 - 11.2019
  • Help many organizations raise money for their cause
  • Greet potential donors with friendliness, care and respect
  • Transition to appropriate objection response when given an objection

Team Member/Manager

JoAnn's Fabrics
Oshkosh, WI
10.2013 - 01.2017
  • Greet people when they come into the store
  • Answer phones
  • Help customers with their questions or concerns
  • Sign customers up for classes
  • Help customers get the fabric they need whether that’s cutting it or finding it & ordering it for them if we don’t have it
  • Stock shelves
  • Do inventory
  • Close store
  • Implemented quality control measures to uphold company standards.
  • Delegated work assignments and prioritized tasks.
  • Resolved customer inquiries and complaints.
  • Supervised staff performing daily activities.

SAHM

Self Employed Services
Silver Spring, MD
11.2009 - 10.2013
  • Responsible for the daily well being and safety of my children

Admin Assist/Office Manager

Chuks Insurance
Largo, MD
08.2004 - 11.2009
  • Filed as needed
  • Cheerfully greeted every customer that came into the office or called in
  • Answered any questions the customer had
  • Answered phones
  • Made sure every customer understood and was happy with their policy, ran insurance quotes for customers
  • Did anything else that was asked of me
  • Maintained confidential records relating to personnel matters.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Responded to customer inquiries via phone or email in a professional manner.

Loan Processor, Title Closing Agent

Cornerstone Title/Arrow Mortgage
Bowie, MD
01.2002 - 01.2004
  • Prepare closing statements
  • Review title insurance
  • Display good customer service to clients and lenders
  • Solve any problems that may come up for client
  • Collaborate with lenders, agents, lawyers, etc, from beginning to end of the home buying process to ensure a smooth and successful home buying experience for the client
  • Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
  • Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements.
  • Assisted in the preparation of loan closing documents and coordinated with closing agents.
  • Assisted borrowers with questions regarding their loans after closing.
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Adhered strictly to company policies when completing tasks associated with loan processing duties.

Education

High School Diploma -

Albert Einstein High School
Kensington, MD
06-1997

Skills

  • Clerical support
  • Multitasking
  • Written communication
  • Microsoft office
  • Verbal communication
  • Organizational skills
  • Proofreading
  • Inbound and outbound calling
  • Positive and professional
  • Customer relations
  • Client relations
  • Call center experience
  • Customer service
  • Administrative support
  • Active listening

Accomplishments

  • Published a book called Loving Lael in July 2022.
  • Experience with Microsoft Excel, Word, Office, Sharepoint.
  • Ten years customer service experience.
  • Five years administrative assistant experience.
  • Two to three years call center experience.
  • Three years work from home experience.

Timeline

Building Tech

Jack’s Maintenance
08.2024 - Current

Communication Specialist

MDS Communication
05.2023 - 03.2024

Published Author

Self Employed Writer
07.2022 - 05.2023

Receptionist

Struensee Properties
02.2022 - 07.2022

Health Insurance Rep

Health Partners
09.2021 - 12.2021

Health Insurance Rep

Concentrix
09.2020 - 12.2020

Customer Care Representative

Anthem BCBS
11.2019 - 04.2020

Communication Specialist

MDS Communications
02.2017 - 11.2019

Team Member/Manager

JoAnn's Fabrics
10.2013 - 01.2017

SAHM

Self Employed Services
11.2009 - 10.2013

Admin Assist/Office Manager

Chuks Insurance
08.2004 - 11.2009

Loan Processor, Title Closing Agent

Cornerstone Title/Arrow Mortgage
01.2002 - 01.2004

High School Diploma -

Albert Einstein High School

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Hope Rosemond