Jeffrey Molina
Shippensburg,PENNSYLVANIA
Summary
Dedicated Member Advocate and Client Champion Assistant with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Member Services 2 Advocate
Businessolver
6 2018 - Current
- Worked as a Member Advocate since June 2018 and a Member Services 2 Advocate since April of 2022.
- As a Member Services ll Advocate we helped to resolve cases for Lumen. We resolved over 40% of cases which exceeded the expectation of 25%.
- Apex Award Winner for answering over 21,000 interactions while maintaining 97.5% quality
- Process dependent verification for members, English and Spanish
- Work Excel Reports for various clients including our West 1 Lumen Team
- Perform daily operational tasks and work with carriers to correct export and import error reports
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
Servicing Specialist
Statebridge Company LLC
01.2015 - 06.2018
- 3 years experience-established servicing specialist and customer service representative handling day-to-day operations of all incoming and outgoing phone calls for very high pace collection agency
- Answers any incoming borrower inquiries including questions on ARM rate changes, escrow analysis, payment application issues, etc
- Help borrower set up monthly, ACH arrangements
- Handle Verification of Mortgage requests
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Worked with customers to understand needs and provide excellent service.
- Developed and maintained courteous and effective working relationships.
Production Supervisor/Coordinator
AMERICAN COLLOID COMPANY
01.2006 - 01.2015
- 9 years of progressive experience coordinating production and blending product for American Colloid Company in York, PA
- Prepared in advance for and addressed production problems, material deficits, equipment failures and unavoidable delays
- Excellent interpersonal skills, collaborate with company plant manager and customers to ship quality product
- Strong leader able to increase productivity and meet customer demands without compromising safety
- Updated office calendar using Microsoft Excel to keep all personnel up to date on productivity
- Reduced obstacles and variables to maintain production performance and meet deadlines
Education
High School Diploma -
Kennedy High School
05.2001 -
Skills
Problem-Solving
Cultural Awareness
MS Office
Excellent Communication
Good Telephone Etiquette
Dependable and Responsible
Flexible and Adaptable
Critical Thinking
Multitasking Abilities
Decision Making
Timeline
Servicing Specialist
Statebridge Company LLC
01.2015 - 06.2018
Production Supervisor/Coordinator
AMERICAN COLLOID COMPANY
01.2006 - 01.2015
High School Diploma -
Kennedy High School
05.2001 -
Member Services 2 Advocate
Businessolver
6 2018 - Current
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