Kwanisha Norris
Concord,NC
Summary
Dynamic customer-focused professional with over 15 years of experience in delivering exceptional customer service, technical support, and account management in remote and call center environments. Expertise in conflict resolution, mortgage servicing, and customer education, with a proven track record of managing high-volume interactions while ensuring accuracy, compliance, and customer satisfaction.
Recognized for strong collaboration skills and adaptability to evolving needs, supported by a solid foundation in loan processing, documentation, and regulatory compliance. Excellent communication and problem-solving abilities foster positive customer relationships and drive results.
Overview
17
17
years of professional experience
Work History
Mortgage Customer Service Representative
Wells Fargo Home Mortgage
04.2025 - Current
- Assist homeowners with mortgage servicing needs, including payment processing, escrow accounts, loan maintenance, and account inquiries while ensuring compliance with company policies and federal regulations.
- Resolve complex account issues, payment discrepancies, and servicing requests by researching solutions, collaborating with internal departments, and delivering timely resolutions.
- Educate customers on payment options, account management tools, and mortgage assistance programs while providing exceptional customer service and support.
- Manage high-volume inbound calls, accurately document customer interactions, and utilize strong communication, problem-solving, and de-escalation skills to assist homeowners experiencing challenging financial situations.
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
Customer Service Representative
INTELLECT RESOURCES
02.2024 - 04.2024
- Conducted outbound calls to eligible members to educate members on the benefits, eligibility, and process of a program, addressing questions and concerns to drive engagement.
- Maintained compliance with HIPAA and healthcare communication protocols while delivering empathetic, patient-centered service.
Senior Technical Support Specialist
COMCAST
01.2013 - 08.2023
- Expertly respond to telephone calls, chats, tickets, and email requests for technical support to deliver the highest-quality customer service to end-users.
- Troubleshoot and resolve advanced questions regarding issues with business applications, equipment hardware, software and network/internet connectivity.
- Build user network profiles, reset passwords, unlocked accounts, permissions, managed and administered user accounts, email, and phone accounts using Active Directory.
- Utilize the designated tracking software to document and communicate all technical effort including triage, troubleshooting, escalations, and resolutions.
- Demonstrate consistent friendly, helpful attitude, empathy and patience while promptly resolving technical issues.
Cashier
MCDONALDS
09.2009 - 12.2012
- Achieved company goal of 100% customer satisfaction through courteous attention to detail and problem solving on a one-to-one basis.
- Suggested selections that met customer's needs and emphasized selling points of article, such as, quality and utility.
- Fostered business relationships and provided significant increase in customer service, resulting in solidification of client base and revenue expansion.
- Excelled in exceeding weekly and monthly sales goals, credit card and cash transactions with a zero-error rate.
- Leveraged excellent time management skills by taking the initiative to independently complete tasks on time.
Education
Bachelor of Science Degree - Information Technology
UNIVERSITY OF PHOENIX
Online03.2022
Certificate - Advanced Multimedia Development
UNIVERSITY OF PHOENIX
Online09.2016
High School Diploma -
DETROIT SCHOOL OF ARTS
Detroit, MI06.2010
Skills
- Hardware & Software Repair
- Onsite & Remote Technical Support
- Problem Diagnosis
- Preventive Maintenance
- Project Management
- Network Administration
- User Training/Support
- Typing 50 wpm, 10-key
- Graphic Design
- Maintaining servers, routers, & PCs
- Internet Security
- Cloud Management
- Adaptability
- Customer Service
- Multitasker
- Decision Maker
- Organized
- Work Well with others
- Creative
- Self - Motivated
- Productive
- Oral and written communication
- Analytical communication
- Escalation handling
Timeline
Mortgage Customer Service Representative
Wells Fargo Home Mortgage
04.2025 - Current
Customer Service Representative
INTELLECT RESOURCES
02.2024 - 04.2024
Senior Technical Support Specialist
COMCAST
01.2013 - 08.2023
Cashier
MCDONALDS
09.2009 - 12.2012
Bachelor of Science Degree - Information Technology
UNIVERSITY OF PHOENIX
Certificate - Advanced Multimedia Development
UNIVERSITY OF PHOENIX
High School Diploma -
DETROIT SCHOOL OF ARTS