Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jeffreyann Johnson

Crowley,TX

Summary

Diligent Customer Service Specialist that brings top skills in customer service, data entry, and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

12
12
years of professional experience

Work History

Card Member Service

US Bank Home Mortgage
, TX
06.2022 - Current
  • Provided prompt and courteous assistance to customers via phone, email, chat, and remote desktop support for credit card account management.
  • Documented and tracked customer interactions and issue resolution steps using CRM software and ticketing systems, ensuring accurate and thorough record-keeping and follow-up to maintain customer satisfaction and retention.
  • Consistently enhanced customer loyalty by providing superior banking and service experience. Processed payments, activated account, issued cards, processed limit increases and decreases, and set travel plans.
  • Ensured compliance with relevant laws, regulations, policies, and procedures associated with member services operations.

Senior Collector-Lost Mitigation

Exeter Finance
, TX
02.2018 - Current
  • Engaged with customers through live chat, email, and phone, with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
  • Performed detailed audits of customer accounts in order to verify accuracy of information before initiating any collection activity.
  • Utilized various computer software programs for data entry, account research, and other related tasks.
  • Conducted skip tracing techniques to locate missing debtors or assets when necessary.
  • Negotiated payment arrangements with customers in order to ensure timely payments.

Customer Service Collection Specialist

Aerotek
Arlington, TX
07.2017 - 02.2018
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
  • Achieved a 98% rate through effective issue resolution and proactive communication.
  • Demonstrated adaptability and versatility by cross-training in other store departments, contributing to a 30% reduction in the need for external staffing during busy periods and improving overall operational efficiency.

Customer Service Representative/default Counselor

PennyMac Loan Services
Fort Worth, TX
05.2012 - 05.2017
  • Provided exceptional customer service to mortgage customers by responding promptly and accurately to inquiries.
  • Receive calls through an inbound queue or outbound call campaign to assist customers with resolving their early stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable.
  • Update customer financial information to initiate foreclosure alternative programs, provide results, and next steps based on the recommendation received.
  • Effectively service, resolve, and document escalated customer issues.
  • Manage self-follow-ups to ensure that they are addressed in a timely manner. Interface and coordinate with other departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation, and Customer Service.

Education

High School Diploma -

North Texas Christian Academy
Fort Worth, TX
05-2006

Skills

  • Customer Service
  • Call Management
  • Typing proficiency
  • Customer Relationship Management (CRM)
  • Microsoft Office Suite
  • Salesforce
  • Data Collection
  • Complaint resolution
  • Data Entry
  • Problem-solving abilities
  • Multi-Task Management
  • Computer Proficiency
  • Analytical Thinking
  • Written Communication
  • Conflict Resolution
  • Attention to Detail
  • Microsoft Office
  • Customer Relations
  • Organization
  • Interpersonal Communication
  • Google Suit
  • Delinquent account management
  • Debt management
  • Skip Tracing
  • Issue & Complaint Resolution
  • Call center background
  • Banking Regulations
  • Call Documentation

Timeline

Card Member Service

US Bank Home Mortgage
06.2022 - Current

Senior Collector-Lost Mitigation

Exeter Finance
02.2018 - Current

Customer Service Collection Specialist

Aerotek
07.2017 - 02.2018

Customer Service Representative/default Counselor

PennyMac Loan Services
05.2012 - 05.2017

High School Diploma -

North Texas Christian Academy
Jeffreyann Johnson