Summary
Overview
Work History
Education
Skills
Timeline
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Keeley Scrimager

Moline,IL

Summary


10+ years of overall experience in a direct customer contact environment
5 years of fast-paced call center experience; inbound and outbound dialer strategies
5 years of collections and default real estate servicing experience
Strong focus with attention to detail and accuracy while building professional relationships
Ability to coach, train, and mentor team members
Understanding of bank regulation/compliance, policies, processes, and procedures
Strong ability to prioritize and multi-task under high demands

Overview

11
11
years of professional experience

Work History

Support Specialist II

Cardinal Financial
10.2020 - Current
  • Monitored systems in operation and quickly troubleshot errors.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Installed and configured operating systems and applications.
  • Provide high-quality and consistent support to internal and external customers by handling tickets through e-mails, calls, and chats.
  • Asana Task Experience
  • Tolerance Cure Knowledge
    Assist with Servicing inquiries within DMI Connect (Dovenmuehle)
  • Review the HUB for News Announcements and partner with team to discuss best practices.
  • Resolve Octane Errors by actively listening to the issue at hand, and partnering with loan teams to review mortgage loans for accuracy to ensure approval.

ACCOUNT RESOLUTION SPECIALIST IV

WELLS FARGO HOME MORTGAGE
10.2015 - 10.2020
  • Ability to navigate through multiple screens and systems while collecting on real estate secured loans varying in delinquencies from early to severe
  • Strong negotiation skills; account resolution and terms of repayment
  • Provide a rapid response to customer questions with accuracy
  • Uses active listening skills to paraphrase customer interactions
  • Outstanding problem-solving and decision-making skills
  • Knowledge around Bankruptcy, Customer Service, and Home Preservation call handling
  • Assist with special projects (Proactive Resolution Team (PRT) Disaster Relief, ER testing, RLEF, Govt
    Assist with piloting a convenient time to call dialer exclusion campaign and other new programs to help drive numbers
  • Exceeds statistical expectations month over month
    Partners with peers to discuss best practices to improve business structure
  • Provides answers to peer questions about difficult situations
  • Assist with team meetings and ability to hold side-by-side meetings/ coaching
  • Assist with new hire transition/ floor walking/ support chat
  • Strong time management skills and ability to meet deadlines
  • Completed leadership academy program
  • 2019 12-month average 98.73% Quality Reviews
  • Intermediate Microsoft Office skills

INITIAL TRAINTER AND ASSISTANT MANAGER

QUIKTRIP
11.2011 - 02.2016
  • Skills with providing and training excellent customer service while providing assistance with consistency in a fast paced environment
  • Ability to train correct policies and procedures
  • Trained stocking product, organization and register skill, and customer service
  • Leadership experience when directing team to next task
  • Excellent multi-tasking skills while managing team
  • Manage product orders and conduct audits to ensure accuracy

Education

High School Diploma -

Iowa Connections Academy High School
Anita, IA
2012

Skills

Application Installations
Customer Service
Technical Troubleshooting
Microsoft Windows and Office
Teamwork and Collaboration
Verbal and Written Communication
Troubleshooting Network Issues
Customer Service Support
Error Detection
Collaborative Team Player
Resolving Problems and Incidents
Multitasking and Prioritization
Attention to Detail
Organizational Skills
Issue and Resolution Tracking
Troubleshooting and Diagnostics
Recordkeeping Skills
Activity Planning
Data Collection
Problem-Solving
Friendly and Patient
Conflict Resolution
Time Management
Positive and Upbeat
Active Listening
Problem-Solving
Remote Technical Support
Online Chat Support

Timeline

Support Specialist II

Cardinal Financial
10.2020 - Current

ACCOUNT RESOLUTION SPECIALIST IV

WELLS FARGO HOME MORTGAGE
10.2015 - 10.2020

INITIAL TRAINTER AND ASSISTANT MANAGER

QUIKTRIP
11.2011 - 02.2016

High School Diploma -

Iowa Connections Academy High School

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Keeley Scrimager