Amy Ly
Houston,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Turbo Tax
Houston , TX
2023.03 - 2023.05
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
Lien Clearance, Policy Typer and Distribution, Sch
KnowledgeSplice Services
Houston , TX
2016.11 - 2022.11
- Conducted personalized phone calls with clients regarding title loaning
- Conducted meetings and have scheduled planning for events regarding title loaning
- Managed gathering and distributing of all incoming correspondence as well as incoming phone messages.
- Great at managing a team and great at planning ahead of time
Loss Mitigation and Short Sale Negotiator
Stewart Lender Services
Houston , TX
2013.10 - 2015.09
- Evaluated and examined files with management prior to foreclose sale date to formulate bidding instructions.
- Maintained and updated all portfolios by state given by foreclosure management.
- Analyzed foreclosure sale bids, judgments, reinstatements and payoffs.
- Performed proper calculations and prepared payoff figures.
- Prepared all notices of default as per terms of deed of trust on mortgage.
- Generated leads and qualified prospects, facilitating smooth property transactions.
- Being the mediator for foreclosing deals while also providing customer feedback on the negotiation being done
- Experienced in MLS
Legal Assistant
Law office of Dal Fenton
Houston , TX
04.2007 - 06.2013
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
- Helped with intake of new clients and materials by setting up files and documenting important information.
- Screened phone calls to effectively handle less important inquiries and keep senior staff free for more important matters.
- Maintained organized office and case-specific paper and digital files for easy tracking and retrieval.
- Knowledgeable on the record keeping and note taking of medical documents
Education
High School Diploma -
Hasting High School
Houston, TX 1998.08 - 2002.05
Skills
- Meeting Sales Goals
- Team Meetings
- Item Ticketing and Pricing
- Building Customer Loyalty
- Cash Handling
- Sales Expertise
- Able to easily adapt to learn to operate Cash Registers
- Fluent in three languages (Cantonese, Vietnamese and English)
- Able to work whenever needed (able to adapt to flexible hours)
- Medical Terminology Knowledge
- Customer Service
- Problem-Solving Ability
- Document Control
Reading books and learning new material
Everyday
Exercising and learning new things
Everyday I try to adapt to trying to maintain and overall "fit" body and try to have a healthy lifestyle each day. After working out I would try learning a new skill that could help me (like origami, braiding, learning rope tying techniques.)
Timeline
Customer Service Representative
Turbo Tax
2023.03 - 2023.05
Lien Clearance, Policy Typer and Distribution, Sch
KnowledgeSplice Services
2016.11 - 2022.11
Loss Mitigation and Short Sale Negotiator
Stewart Lender Services
2013.10 - 2015.09
Legal Assistant
Law office of Dal Fenton
04.2007 - 06.2013
High School Diploma -
Hasting High School
1998.08 - 2002.05
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