KATHY WEBSTER
North Port,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Specialist
Archwell Solutions
Deerfield Beach, FL
02.2022 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Customer Advocate Specialist
Freedom Mortgage Corporation
Fishers, IN
08.2020 - 02.2022
- Documented customer concerns and inquiry resolutions in internal computer system.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%
- Accessed multiple databases to investigate customer questions and concerns.
Optometrist Assistant
Bee Ridge Vision Center
Sarasota, FL
07.2013 - 08.2020
- Performed ancillary testing when ordered by optometrist and thoroughly explained procedures to patients.
- Collaborated with optometry staff to reach individual and team goals.
- Assisted with insurance questions, eligibility and prior authorizations of medications and glasses.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
Mortgage Loan Processor
Capital Trust Mortgage Inc
Muncie, IN
07.2008 - 07.2013
- Reviewed mortgage files including FHA-VA-USDA Government Loans
- Worked with underwriters to resolve all issues, maintaining customer satisfaction
- Proficient knowledge of all Mortgage and RESPA Guidelines
Office Manager/Mortgage Loan Officer
City Trust Mortgage Inc
Muncie, IN
09.1999 - 07.2008
- Managed Loan Processors and Underwriters for all Mortgage lending
- Proficient computer skills
- Maintained customer service and customer development for building company from two employees to twelve employees
Education
Delta High School
Muncie, INSkills
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Understanding Customer Needs
- Customer Account Management
- Customer Data Confidentiality
- Customer Retention Strategies
- Multitasking and Prioritization
- Multi-Line Phone Systems
Timeline
Customer Service Specialist
Archwell Solutions
02.2022 - Current
Customer Advocate Specialist
Freedom Mortgage Corporation
08.2020 - 02.2022
Optometrist Assistant
Bee Ridge Vision Center
07.2013 - 08.2020
Mortgage Loan Processor
Capital Trust Mortgage Inc
07.2008 - 07.2013
Office Manager/Mortgage Loan Officer
City Trust Mortgage Inc
09.1999 - 07.2008
Delta High School
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