Jakeela Caldwell

Charlotte,NC

Summary

With a proven track record at RoundPoint Mortgage Servicing Corporation, I excel in client account management and technical troubleshooting. Leveraging active listening and problem-solving abilities, I've significantly enhanced customer satisfaction and efficiency. My expertise spans from financial services to software installation, embodying a dynamic blend of hard and soft skills.

Overview

years of professional experience

Work History

Mortgage Customer Service Representative

RoundPoint Mortgage Servicing Corporation

03.2019 - 03.2024

Provided quick and precise information on loan statuses to maintain high satisfaction levels.
Ensured compliance with federal regulations by thoroughly reviewing loan documents.
Supported users in understanding how to use online systems for accessing their accounts.
Prevented potential financial losses by identifying discrepancies in submitted documents, alerting appropriate parties for resolution.
Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.
Reduced customer complaints by providing clear explanations of complex mortgage concepts and terminology.
Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
Identified and resolved discrepancies and errors in customer accounts.
Managed multiple escrow accounts simultaneously, balancing financial transactions and minimizing risk of errors.
Evaluated loan requests and documents to verify accuracy and completeness.
Conducted thorough research on properties to confirm ownership, title status, and outstanding liens or encumbrances.
Maintained strict confidentiality in handling sensitive customer information, adhering to privacy laws and best practices.

Escalations Manager

Broad River Retail

03.2016 - 06.2019

Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust and loyalty from both customers and colleagues.
Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases.
Created detailed reports on escalated cases to identify trends and areas for improvement.
Collaborated with cross-functional teams to develop strategies for reducing escalations and improving overall support quality.
Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.

Tech Support Rep

State Farm

08.2012 - 03.2016

Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Used ticketing systems to manage and process support actions and requests.
Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Diagnosed and troubleshot hardware, software and network issues.
Researched and identified solutions to technical problems.
Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Created user accounts and assigned permissions.
Installed and configured operating systems and applications.
Installed, configured and maintained computer systems and network connections.
Configured hardware, devices, and software to set up work stations for employees.
Configured and tested new software and hardware.
Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
Maintained servers and systems to keep networks fully operational during peak periods.

Education

Associate of Applied Science -

York Technical College

Rock Hill, SC

Skills

Document review
Financial services
Client account management
Remote support
Technical troubleshooting
Software installation

Desktop support
Complaint handling
De-escalation techniques
Problem-solving abilities
Active listening
Multitasking

Timeline