Jonathan Scott Kohlenberg
Sterling Heights,MI
Summary
Accomplished Hotline Closing Care Specialist on the Client Experience Operations team. Proven successes in delivering client satisfaction and regularly ranked as a top performer on the closing team. Well versed in assisting team members that had questions or were struggling with mortgage operations when attempting to help our clients. Two time Employee of the month for “Support, Care, and Accountability.”
Overview
19
19
years of professional experience
Work History
Contact Center Advisor
Community Choice Credit Union
10.2024 - Current
- A trusted advisor that has supported since day one
- Met the needs of our members via phone, chat and email
- Maintained high standards of accuracy, security and professionalism
- Provided exceptional phone and chat support to members, ensuring their inquiries were addressed promptly.
- Managed customer interactions with a focus on empathy and understanding, enhancing member relationships.
Hotline Closing Care Specialist
Rocket Mortgage
10.2019 - 09.2022
- Provide assistance for clients attempting to schedule their signing/closing.
- Provide direction to improve client experience.
- Review and confirm final figures with clients, answer any questions, and set up the closing location.
- Assist clients with loan changes at the end of the loan process.
- Attend training to remain in compliance with loan origination policies.
- Provide documentation to clients when needed.
Pest Technician/Sales/Supervisor/Trainer
Proof Pest Control
07.2015 - 09.2019
- Provide service to multiple residential and commercial customer accounts.
- Recommend other services to clients for pest prevention.
- Top tier sales leader monthly.
- Inspect and access issues to control pests.
- Inspect and advise on ways to mitigate future pest concerns.
Pest Technician/Route Manager/Sales
Orkin Pest Control
02.2007 - 07.2015
- Provide service to multiple residential and commercial customer accounts.
- Recommend other services to clients for pest prevention.
- Top Ten Regional Technician Salesperson, 2009-2013
- 2009 recipient of “Top Dawg” award for Mosquito Sales.
- Inspect and access issues to control pests.
- Inspect and advise on ways to mitigate future pest concerns.
Education
Video Production
Specs Howard School of Broadcast Arts
Skills
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Call handling
- Verbal and written communication
Timeline
Contact Center Advisor
Community Choice Credit Union
10.2024 - Current
Hotline Closing Care Specialist
Rocket Mortgage
10.2019 - 09.2022
Pest Technician/Sales/Supervisor/Trainer
Proof Pest Control
07.2015 - 09.2019
Pest Technician/Route Manager/Sales
Orkin Pest Control
02.2007 - 07.2015
Video Production
Specs Howard School of Broadcast Arts