Jacquelyn Wymes
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
17
17
years of professional experience
Work History
Customer Relations Supervisor -remote
Arvest Mortgage
03.2022 - Current
- Enhanced customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Improved team performance through regular coaching, feedback, development initiatives, and Quality Assurance to ensure excellent customer service is provided in every customer contact.
- Streamlined processes for timely issue resolution, resulting in increased customer retention rates.
- Promoted a positive work environment, fostering a culture of teamwork, collaboration, and continuous improvement among staff members.
- Ensured adherence to company policies and procedures by regularly monitoring employee performance, providing constructive feedback when necessary.
Homeowner's Assistance Team Lead
Arvest Mortgage
02.2017 - 03.2022
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Customer Relations Specialist
Arvest Mortgage
09.2015 - 02.2017
- Served as the single point of contact (SPOC) for borrowers (or their designated agent) as established by company policy. Contact the borrower, send an introductory letter, and handle all interim written communication.
- Responded to all borrower inquiries in a timely manner while maintaining a consistent stream of communication with the borrowers during their assigned SPOC period.
- Received and review regular reports with manager detailing the status of loans in the assigned pipeline. (I.e. packet submitted to Loss Mitigation, Incomplete packet received, Loan Modification in process, etc.)
- Coordinated receipt of all documents associated with loss mitigation activities. May send financial packets and provide follow up with customers regarding incomplete packets.
- Maintained current product, policy, process, and regulatory knowledge regarding all loss mitigation options.
Lead Supervisor
Kohl's
11.2006 - 03.2016
Customer Service Representative
Arvest Mortgage
06.2014 - 09.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Bachelor of Arts -
University of Arkansas At Little Rock
Little Rock, ARSkills
- Delegation and Supervision
- Training and coaching
- Customer Relations
- Team Collaboration
- Call Center Operations
- Customer service excellence
- Microsoft Office
Timeline
Customer Relations Supervisor -remote
Arvest Mortgage
03.2022 - Current
Homeowner's Assistance Team Lead
Arvest Mortgage
02.2017 - 03.2022
Customer Relations Specialist
Arvest Mortgage
09.2015 - 02.2017
Customer Service Representative
Arvest Mortgage
06.2014 - 09.2015
Lead Supervisor
Kohl's
11.2006 - 03.2016
Bachelor of Arts -
University of Arkansas At Little Rock
Similar Profiles
JULIE HEADLEYJULIE HEADLEY
Consumer Direct Executive Assistant at Arvest MortgageConsumer Direct Executive Assistant at Arvest Mortgage
Jerry StanfillJerry Stanfill
North Oklahoma Team Lead at American Mortgage BankNorth Oklahoma Team Lead at American Mortgage Bank
FATEMEH AHADIZADEHFATEMEH AHADIZADEH
Relationship Banker at Arvest Bank Group Inc.Relationship Banker at Arvest Bank Group Inc.
Jana FloydJana Floyd
Customer Relations Supervisor at Paysafe Merchant ServicesCustomer Relations Supervisor at Paysafe Merchant Services
Maria Elena WilsonMaria Elena Wilson
Customer Relations Supervisor at Santa Margarita Water DistrictCustomer Relations Supervisor at Santa Margarita Water District