JERMAINE STREET
Indianapolis,IN
Summary
Detail-oriented Customer Service and Loan Servicing Professional with expertise in issue resolution, payment processing, and account maintenance. Skilled in managing escalated inquiries, repayment options, and loan forgiveness questions while leveraging web development tools like HTML, JavaScript, PHP, and MySQL. Proven ability to enhance service delivery and customer satisfaction across financial, retail, and healthcare sectors.
Overview
25
25
years of professional experience
Work History
LOAN SERVICING SPECIALIST II
MAXIMUS
FISHERS, IN
10.2016 - Current
- Guided borrowers in selecting repayment plans and loan forgiveness programs, facilitating informed decision-making.
- Processed loan transactions, including payments, advances, reversals, and adjustments, ensuring accurate account management.
- Handled escalated calls regarding borrower inquiries, ensuring accurate information and resolution.
- Assisted borrowers with student loans and options under U.S. Department of Education guidelines, rules, and regulations.
CLIENT SERVICES REPRESENTATIVE/CARESOURCE
XEROX
INDIANAPOLIS, IN
09.2015 - 10.2016
- Answered provider queries regarding payments, member eligibilities, member benefits and authorizations.
- Supported providers with medical payments and remittance processes, ensuring timely resolution of inquiries.
- Provided accurate, valid and complete information by using the right methods/tools.
- Handled patient complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution
- Documented customer interactions and transactions accurately to maintain comprehensive records for service improvement. of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
SALES ASSOCIATE - HOME STORE
MACY'S
INDIANAPOLIS, IN
11.2001 - 09.2015
- Sold home items such as bedding, bath accessories, cookware, crystal, china, and luggage.
- Delivered exceptional customer service that consistently exceeded customer expectations, positively impacting sales outcomes.
- Assessed customers' needs and provided assistance and information on product features
- Collaborated with sales associates to open new accounts and enhance existing services, contributing to overall sales growth.
- Followed and achieved department's sales goals on a monthly, quarterly and yearly basis
- Maintained quality control and satisfaction records, implementing strategies to enhance customer service.
- Quickly and effectively solve customer challenges.
- Maintained in-stock and presentable condition assigned areas
Education
A.A.S. - Computer Info Systems
Ivy Tech Community College
08-2015
Core 40 Diploma -
North Central High School
06-2000
A+ Certification -
J. Everett Career Center
Skills
- Loan Processing
- Account Management
- Regulatory Compliance
- Process Implementation
- Complaint Resolution
- Customer Service Orientation
- Client Assistance
- Client relationships
- Data Management
- Software proficiency
- Sales improvement
- Performance Evaluation
- Retail Operations Management
- Strategic Relationship
Personal Information
Title: Customer Service Management | Retail Sales & Loan Servicing | Web Development | Leadership & Communication
Accomplishments
- Possess 14+ years' successful experience in client service and support with recognized strengths in account maintenance, technical trouble-shooting, sales staff support, and implementing proactive procedures and systems to avoid future problems.
- Exceptional focus, follow-through and coordination skills. Proven ability to develop and manage support schedules, and known for working well with cross-functional team to achieve on-time resolved issues.
- Excellent working knowledge of Microsoft Office Suite, Adobe Dreamweaver, Adobe Photoshop, HTML, JavaScript, PHP, MySQL and CSS.
- In-depth understanding of training and motivating employees in becoming a leader in their respective departments.
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations; acknowledged as “Total Quality Customer Service Professional.”
- Commitment to Professional and Business Growth - Quick Learner and versatile. Has worked in 4 different departments.
- Extreme Seller in 2008, 2009, 2011, and 2013.
- Promoted to Loan Serving Specialist II on May 2017.
Disclaimer
REFERENCES ARE AVAILABLE UPON REQUEST.
Timeline
LOAN SERVICING SPECIALIST II
MAXIMUS
10.2016 - Current
CLIENT SERVICES REPRESENTATIVE/CARESOURCE
XEROX
09.2015 - 10.2016
SALES ASSOCIATE - HOME STORE
MACY'S
11.2001 - 09.2015
A.A.S. - Computer Info Systems
Ivy Tech Community College
Core 40 Diploma -
North Central High School
A+ Certification -
J. Everett Career Center