Kemberli Allen

Working with client to make sure that all questions are answered about locations and pricing.

Having client to come out and tour location with local management.

Working with management in other locations to provide client with the best customer service experience.

Making outbound calls to clients on new leads and follow-up calls.

Selling clients worldwide on Virtual Offices, Co working and Private office.

Managing my day to day work activity to make sure to meet company goals.

Worked on two pilot programs (Volunteered to work until to 10:00pm to see how the West Coast productivity would be in the last hour and chosen by Pilot Leaders to work on new script we are using today)

Meet or exceed sales goals by influencing customers to learn about products/services that will benefit them,

Create a connection and develop rapport with customers to provide outstanding, personalized service,

Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them

Ensure customers/clients are quickly connected to the appropriate teammate with the expertise to meet their needs,

Follow established policies, procedures and guidelines to protect both our customers and Bank of America.

Communicating with customer, customer attorney's or authorized third party.

Being a customer advocate requesting documents needed

Submitting documents to the underwriter

Communicate regularly and effectively as the primary point of contact with homeowners that are delinquent on their mortgage, in order to identify and counsel on best workout options available.

Provide proper and timely response to mortgagor's correspondence according to RESPA guidelines.

Communicate regularly and effectively with other departments as well as internal and external counsel.

Obtain all necessary documentation from mortgagors, etc.

Internal departments, when necessary.

Complete documentation of workout efforts (including communications, reason for default, workout/payment plans, updated phone numbers and mailing addresses). Follow up on portfolio as outlined in department performance standards.

Handling calls during the day that have been referred to the Office of the CEO and President.

Speaking with customer who have extreme situation needing to be escalated.

Communicate regularly and effectively as the primary point of contact with homeowners that are

Provide proper and timely response to mortgagor's correspondence according to RESPA guidelines.

Communicate regularly and effectively with other departments as well as internal and external

counsel.

Obtain all necessary documentation from mortgagors, etc. Coordinate workouts with applicable internal departments, when necessary.

Complete documentation of workout efforts (including communications, reason for default, workout/ payment.

MCAT-Modification Customer Assistance Team

Assisted homeowner off inbound queue

Provided information on required documents needed for modification review

Provided status of loan modification

Insured any escalations routed to proper department

Part of the morale team

Received several awards for attendance, production and spirit in 2011.

Assisted customer in redeeming vehicle

Used excel spreadsheet to calculate fees for the return.

Handled fraud 150-200 calls per day.

Assisted customers on how to use text messaging, global website, boost mobile services and prepaid servicing

Updated customer's services agreements

Was able to upsell additional services to qualified customers.

Handled over three 300 calls per day.

Hit 100% of plan to 200% of sales plan

Supervisor Intern

Coached and developed over 20 representatives

Achieved 150% of sales goal

Continuous Improvement Intern

Assisted management team with attrition and retention

Facilitated daily pre-shifts.