Janae' Oliver
Knightdale,NC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Delinquency Counselor
Navy Federal Credit Union
Vienna, VA
04.2018 - 04.2020
- Collections
- Customer service needs
- Submit extension requests and other loss mitigation and recovery activities.
- Contact delinquent or high-risk members in order to secure payment and determine the reason for delinquency on active loan, car and/or credit card accounts.
- Plan future secured payments to avoid future delinquency
Customer and Dispatching Service Representative
ARS Rescue Rooter
Laurel, MD
07.2017 - 03.2018
- Scheduled appointments for technicians to perform service calls at customer locations.
- Resolved customer complaints in a timely manner by identifying problems and providing solutions.
- Developed positive relationships with customers through courteous communication techniques.
- Assisted drivers with route planning and scheduling pickups and deliveries.
- Identified locations and needs of callers to accurately send assistance.
- Processed incoming orders from customers via phone, email or fax.
- Attended weekly meetings with managers to discuss performance metrics and goals.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
Mortgage Loan Processor
Bogman Inc.
Silver Spring, MD
02.2014 - 04.2017
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Compiled closing packages containing all necessary documents required for funding.
- Updated customers regularly on status of their loans throughout the processing period.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements.
- Submitted loan applications to underwriting department for review and approval process.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Maintained accurate records in computer database system during loan origination process.
- Created and completed loan submission packages.
Medical Supply Specialist
A1 Dme
Laurel, MD
01.2012 - 12.2014
- Answered inquiries from internal and external customers concerning product availability or specifications.
- Monitored supply levels to anticipate needs for restocking; placed orders as necessary.
- Received incoming shipments of medical supplies and equipment; inspected for accuracy and completeness.
- Assisted in maintaining a clean work environment by organizing backroom areas according to safety standards.
- Organized, packed, and shipped medical supplies to healthcare facilities in accordance with established guidelines.
- Ensured compliance with all applicable laws, regulations, policies, and procedures related to the procurement process.
- Prepared documentation for billing purposes including itemized invoices or purchase orders.
- Conducted regular physical inventories to ensure accuracy of stock items.
- Maintained accurate records of medical supplies and inventory levels.
- Processed returns and exchanges according to company policy while providing excellent customer service.
- Performed quality control checks on all incoming shipments; reported discrepancies or damages immediately to appropriate personnel.
- Developed efficient processes for ordering, receiving, stocking, distributing, and disposing of medical supplies.
- Processed returns from customers in a timely manner; credited accounts accordingly.
Education
High School Diploma -
Wilde Lake High School
Columbia, MD05-2008
Some College (No Degree) - Criminal Justice
Southern New Hampshire University
Hooksett, NHSkills
- Extensive Loan Collections Experience
- Collections Process Handling, improvement and strategies
- Route Navigation
- Schedule Management
- Work Order Management
- Driver communication
- Critical thinker
- Customer Relationship Management
- Loan processing expertise
- Document Review
- Loan Packaging
Certification
- Custodial Maintenance
- Supervisor Aide
- Housekeeping
- OSHA 10
References
References available upon request.
Timeline
Delinquency Counselor
Navy Federal Credit Union
04.2018 - 04.2020
Customer and Dispatching Service Representative
ARS Rescue Rooter
07.2017 - 03.2018
Mortgage Loan Processor
Bogman Inc.
02.2014 - 04.2017
Medical Supply Specialist
A1 Dme
01.2012 - 12.2014
High School Diploma -
Wilde Lake High School
Some College (No Degree) - Criminal Justice
Southern New Hampshire University