Kela T. Hunter
Phoenix,AZ
Summary
Dynamic Case Manager with a proven track record in delivering exceptional customer service and navigating complex Information Technology environments, seeking to transition into a Mortgage Loan Originator role. Recognized for strong problem-solving abilities and effective time management, along with a commitment to continuous learning and professional growth. A dedicated communicator ready to enhance team success and drive positive outcomes. Prepared to embrace new challenges and contribute enthusiastically to organizational goals.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Care Advisor
Consumer Cellular
Phoenix, AZ
01.2021 - Current
- Utilized strong communication and analytical skills to resolve customer inquiries efficiently.
- Managed comprehensive tracking of customer interactions through CRM systems for improved relationship management.
- Educated customers on product features and benefits to improve overall satisfaction and retention rates.
- Identified and rectified connectivity problems through systematic troubleshooting methods.
- Managed approximately 40 calls per day from customers.
Customer Service Representative
Aeroteck
Phoenix AZ
11.2020 - 01.2021
- Managed high-volume calls of 30+ per day, maintaining composure and professionalism in fast-paced environment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Behavioral Health Technician/CSW
A New Leaf
Glendale, Arizona
04.2008 - 10.2010
- Educated children, adolescents, and parents on behavior modification techniques.
- Devised psychological, behavioral, and educational plans for families.
- Collaborator in Child/Family Team meetings.
- Provided instruction on living and socialization skills.
- Completed daily/monthly progress reports detailing clients' diagnoses, history, progress, and treatment plans.
- Conducted 8-10 group counseling sessions each week.
Behavioral Health Technician
Sunshine Residential Group Homes
Peoria, Arizona
10.2008 - 05.2010
- Provided direct care and support to residents with behavioral health needs.
- Administered medications.
- Monitored residents' behavior and reported significant changes to clinical staff.
- Implemented individualized treatment plans in collaboration with multidisciplinary teams.
- Facilitated group therapy sessions, promoting social skills and emotional expression.
Case Manager/Behavioral Specialist/Parent Aide
Creative Innovations, Inc.
Phoenix, United States
07.2005 - 05.2007
- Counseled individuals and families facing dysfunctional hardships.
- Assessed root causes of household dysfunctions.
- Developed improvement strategies.
- Implemented positive behavior techniques to improve household and social functioning.
- Complied progress reports for Child Protective Services.
- Consulted with clinicians to devise and manage effective ongoing care plans for at-risk clients.
Quality Assurance Representative
State of Arizona Department of Economic Security
Avondale, Arizona
03.1997 - 09.2002
- Conducted thorough quality assessments to ensure compliance with state regulations and policies.
- Developed and implemented quality control procedures to enhance operational efficiency.
- Trained staff of 35 Eligibility Interviewers on quality assurance protocols and best practices for accuracy in service delivery.
- Collaborated with cross-functional teams to identify process improvements and mitigate risks.
Education
Certificate of Completion - Mortgage Origination
Real Estate Institute
Phoenix, AZ03-2025
Certificate of Technical Studies - Computer Information Systems
Computer Skills Institute
Phoenix, Arizona05-2012
Bachelor of Science - Business/e-Business Student
University of Phoenix
Phoenix, Arizona2005
Skills
- Technical troubleshooting skills
- Analytical reasoning
- Skilled in documentation processes
- Efficient data input
- Familiarity with mortgage industry standards
Additional Information
- NMLS #2700944
- PE Compliant
- 20 Hour SAFE Comprehensive: Fundamentals of Residential Mortgage Lending
- 4 Hour AZ SAFE: State Pre-licensing Course
Timeline
Customer Care Advisor
Consumer Cellular
01.2021 - Current
Customer Service Representative
Aeroteck
11.2020 - 01.2021
Behavioral Health Technician
Sunshine Residential Group Homes
10.2008 - 05.2010
Behavioral Health Technician/CSW
A New Leaf
04.2008 - 10.2010
Case Manager/Behavioral Specialist/Parent Aide
Creative Innovations, Inc.
07.2005 - 05.2007
Quality Assurance Representative
State of Arizona Department of Economic Security
03.1997 - 09.2002
Bachelor of Science - Business/e-Business Student
University of Phoenix
Certificate of Completion - Mortgage Origination
Real Estate Institute
Certificate of Technical Studies - Computer Information Systems
Computer Skills Institute