Kelly Puckett
Calhoun,KY
Summary
Knowledgeable and dedicated customer service professional with experience in the mortgage loan and insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Mortgage Loan Processor Assistant
US Bank
Owensboro, KY
02.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Worked with customers via telephone to answer questions, process transactions and resolve issues.
- Daily phone calls to customers to retrieve all needed documents for file.
- Evaluate applicant financial information including salary, assets, debts and expenses.
Customer Service Representative
Helton Insurance
Calhoun, KY
06.2012 - 07.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
- Processed customer premium payments to simplify customer payment process.
- Verified and updated customer contact details to build and maintain accurate customer database.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Delivered prompt service to prioritize customer needs.
Sales Manager
David's Bridal
Wichita Falls, TX
10.2010 - 03.2012
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Supervised sales team of 10 people, stepping in to support employees and deliver smooth sales processes for clients.
- Resolved customer issues quickly and managed accounts to increase sales and meet quotas.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
Server
A.J.'s Seafood & Oyster Bar
Destin, FL
05.2006 - 08.2010
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Increased sales significantly by upselling higher-end products to customers.
- Bussed and reset tables to keep dining room and work areas clean.
Education
High School Diploma -
Apollo High School
Owensboro, KYSkills
- Loan Application Preparation
- Information Verification
- Problem Solving
- Decision Making
- Employment Verification
- Time Management
- Verbal and Written Communication
- Desktop Underwriter
- Customer Service
- Mortgage Loan Processing
- De-escalation Techniques
- Upselling Products and Services
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
Timeline
Mortgage Loan Processor Assistant
US Bank
02.2021 - Current
Customer Service Representative
Helton Insurance
06.2012 - 07.2022
Sales Manager
David's Bridal
10.2010 - 03.2012
Server
A.J.'s Seafood & Oyster Bar
05.2006 - 08.2010
High School Diploma -
Apollo High School