Jessica Carter
St Louis,MO
Summary
Adept at fostering positive customer experiences and resolving complex issues, I leveraged my problem-solving and computer skills at MOHELA to significantly enhance service quality. My collaborative efforts and strategic improvements led to a notable increase in client satisfaction and team efficiency, showcasing my commitment to excellence and teamwork.
Overview
12
12
years of professional experience
Work History
Specialty Servicing Account Lead
MOHELA
Chesterfield, MO
01.2023 - Current
- Provided empathetic support to borrowers experiencing financial hardships, offering tailored solutions for their unique circumstances.
- Managed a caseload of over 100 clients per month while maintaining exceptional standards of accuracy and professionalism.
- Maintained updated knowledge of federal regulations and guidelines, ensuring accurate guidance was given to clients at all times.
- Worked closely with loan servicers to resolve discrepancies or disputes related to billing or balances efficiently.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted borrowers experiencing financial hardship by identifying appropriate deferment or forbearance options to prevent delinquency or default.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Improved overall call center performance with effective coaching and feedback to team members.
Customer Service Representative Team Lead
Robert Half - Dept of Labor Unemployment(contract
Saint Louis,Mo
01.2021 - 10.2023
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Expedited claim approvals by effectively prioritizing workload and managing deadlines.
- Assisted clients with completion of applications and paperwork.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Sorted out jobs relevant to interests of candidates to forward information to candidates.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Robert Half- MOHELA (contract)
Saint Louis, Mo
10.2022 - 01.2023
- Provided exceptional customer service, addressing borrower inquiries and concerns promptly and professionally.
- Reduced delinquency rates with proactive communication and timely follow-ups on overdue payments..
- Assisted borrowers in selecting suitable repayment plans for their financial situations, optimizing customer satisfaction.
- Negotiated payment arrangements with borrowers experiencing financial hardship, reducing default rates.
- Implemented effective collection tactics on defaulted loans while maintaining professionalism and empathy towards borrower circumstances.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
- Helped college students obtain financial aid through loan programs.
Server/ Floor Manager
HMSHost
Saint Louis, Mo
05.2013 - 01.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Education
High School Diploma -
Mccluer Senior High School
Florissant, MO05.2012
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
- Excellent communication
- Multitasking Abilities
- Critical thinking
- Computer skills
Timeline
Specialty Servicing Account Lead
MOHELA
01.2023 - Current
Customer Service Representative
Robert Half- MOHELA (contract)
10.2022 - 01.2023
Customer Service Representative Team Lead
Robert Half - Dept of Labor Unemployment(contract
01.2021 - 10.2023
Server/ Floor Manager
HMSHost
05.2013 - 01.2020
High School Diploma -
Mccluer Senior High School