Kryshuna Rivers
Grand Prairie,TX
Summary
Customer service professional with a track record of delivering top-notch client support, driving high customer satisfaction and loyalty. Exceptional communication and problem-solving skills, with the ability to handle multiple tasks simultaneously. Proven success in improving operational processes to enhance the overall customer experience.
Overview
2
2
years of professional experience
Work History
Mortgage Agent
Nationstar Mortgage LLC. Mr. Cooper
Lewisville, US
02.2024 - 09.2024
- Maintained customer records, ensuring accuracy and completeness of all data.
- Prepared loan applications for submission to lenders.
- Researched and analyzed market trends to identify potential customers.
- Developed relationships with clients by providing professional advice on mortgage products.
- Negotiated with lenders to ensure competitive rates for clients.
- Provided guidance on the various types of mortgage options available.
- Compiled documents required for loan approval such as tax returns and bank statements.
- Reviewed closing documents to ensure compliance with regulations.
- Advised borrowers on the best strategies for managing their debt obligations.
- Monitored changes in relevant legislation that impact the mortgage industry.
- Responded promptly to inquiries from customers regarding their loans.
- Processed payments and monitored delinquencies according to established procedures.
- Facilitated communication between clients, lenders, appraisers, title companies.
- Developed and maintained relationships with local real estate agents.
- Informed customers of application deadlines, approvals and denials.
- Kept detailed records regarding approved, denied and received loan applications.
- Complied applications and paperwork and double-checked for accuracy.
- Educated customers regarding actions and strategies for debt repayment.
- Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
- Identified lending risks and implemented strategies to reduce loan defaults.
- Addressed and resolved applicant and borrower queries throughout the loan cycle.
General Laborer
Elwood Staffing
Irving, US
01.2024 - 02.2024
- Lifting and moving heavy objects.
- Maintaining a clean work environment.
- Make sure everything was safe to seal.
- Loaded and unloaded materials onto trucks for delivery to job sites.
- Inspected completed projects for accuracy before handing them over to the client.
- Cleaned tools, equipment, and work areas in order to maintain a safe and organized workspace.
- Assisted tradespeople with tasks such as measuring, cutting, and preparing materials.
- Moved heavy objects using dollies, carts, hoists, or other manual labor techniques.
- Repaired damaged structures by replacing broken boards or shingles.
- Collaborated with team members to complete assigned tasks and meet tight deadlines.
Customer Service Representative
Genpact LLC
Richardson, US
09.2022 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Strengthened customer retention by offering discount options.
Education
High school diploma -
Macarthur High School
Irving, TX06.2017
Skills
- Loan Origination
- Closing process requirements
- Real estate knowledge
- Goal-Oriented
- Referral Generation
- Mortgage plan advising
- Document Preparation
- Data Entry
- Consultative Sales
- Paperwork Processing
- Call Management
- Inbound and Outbound Calling
- Information Security
- Product Knowledge
- Account updating
- Appointment Scheduling
- Reading Comprehension
- Call escalation
- Courteous demeanor
- Call Center Operations
- Live chat support
- Credit card payment processing
- Microsoft Office Suite
- Office equipment proficiency
- CRM Software
- Customer Relationship Management (CRM)
- Call center procedures
- Multi-line phone talent
- Refunds processing
- Product Sales
- Documentation
- High-energy attitude
- Calm Demeanor
- Payment Processing
- Proofreading
- Sales closing
- Safety protocol
- Worksite organization
- Equipment management
- Quality Control
- General tool knowledge
- Problem-Solving
- Database Research
- Call logging
- Customer Service
- First Call resolution
- Email correspondence
- Customer Relationship Management
- Order Processing
- Call center experience
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Mortgage Agent
Nationstar Mortgage LLC. Mr. Cooper
02.2024 - 09.2024
General Laborer
Elwood Staffing
01.2024 - 02.2024
Customer Service Representative
Genpact LLC
09.2022 - 11.2023
High school diploma -
Macarthur High School
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