Summary
Overview
Work History
Education
Skills
Timeline
Generic

Je'Nese Mcgee

Jacksonville,FL

Summary

Professional with strong background in customer interactions and service solutions. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Experienced with providing real-time chat support to handle customer inquiries efficiently. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty.


Overview

8
8
years of professional experience

Work History

Customer Service Representative

Shellpoint Mortgage Servicing
02.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Provided thorough explanations of various mortgage products to clients, assisting them in selecting the best option for their needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Managed approximately 80 incoming calls, emails and chats per day from customers.

Collections Representative

DCI
02.2019 - 01.2022
  • Counseled debtors on payment options and arranged installment agreements.
  • Processed payments and contracts on accounts.
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Streamlined department operations by optimizing workflows, policies, and procedures.
  • Collaborated on collection and dispute resolution issues.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
  • Handled 200 outbound and inbound calls daily with goal of collecting owed debt.

Debt Collector

ERC
02.2017 - 01.2019
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Collected on delinquent accounts to reduce overdue balances.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
  • Documented customer payment interactions and account statuses for future reference.
  • Managed approximately 100 incoming and outgoing calls per day from customers.

Education

High School Diploma -

Douglas Anderson School of The Arts
Jacksonville, FL
05-2013

Skills

  • Analytical reasoning
  • Active listening
  • Customer engagement
  • Detail-oriented data management
  • Telecommunications support expertise
  • Proficient in computer applications
  • Excel proficiency
  • Interactive chat support services
  • Administrative assistance expertise

Timeline

Customer Service Representative

Shellpoint Mortgage Servicing
02.2022 - Current

Collections Representative

DCI
02.2019 - 01.2022

Debt Collector

ERC
02.2017 - 01.2019

High School Diploma -

Douglas Anderson School of The Arts

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