Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Lanell Love

DeSoto,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

24
24
years of professional experience

Work History

Customer Support Professional

Real Time Resolutions
Dallas, Texas
03.2018 - Current
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced customer focused environment.
  • Educated customers on special pricing opportunities and company offerings.
  • Developed strong customer relationships to encourage repeat business.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Recognized by management for providing exceptional customer service.

Document Review Specialist

DIMONT
Plano, TX
01.2014 - 02.2018
  • Review new assignments for claimable damage in vacant homes.
  • Evaluate and distinguish what is insurable damage on potential hazard claims.
  • Review documents, such as inspection reports, insurance reports or original appraisals, as needed from client servicing systems and vendor websites.
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
  • Create and submit daily, weekly and/or monthly reports as requested by management.

Homeowners Assistance Specialist

Citi Mortgage
Irving, TX
11.2007 - 01.2014
  • Maintained accurate records of customer interactions and transactions.
  • Adhered to all company policies regarding customer service processes.
  • Maintained positive working relationship with fellow staff and management.
  • Assisted customers with repayment plans, forbearance plans, started loan modifications process, initiated short sale process, retrieved payments and opened billing inquires to be handled by customer service.
  • Exceeded daily and monthly performance metrics by 40% minimum.
  • Responsible for training and coaching new Specialist.

Call Center Manager

Maste/Directv
Carrollton, TX
08.2000 - 10.2007
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Recruited and trained new employees to meet job requirements.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
  • Ensured compliance with relevant laws, regulations and policies related to customer service operations.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Education

High School Diploma -

Martin High School
Arlington, TX
05-1992

Some College (No Degree) - Psychology

Tarrant County College District
Fort Worth, TX

Skills

  • Customer Needs Assessment
  • Customer Service
  • Call Management
  • Customer Communication and Empathy
  • Teamwork and Collaboration
  • Active Listening
  • Analytical and Methodical
  • Interpersonal Skills
  • Problem-Solving
  • Issue and Resolution Tracking
  • Attention to Detail

Accomplishments

  • Recognition for top performer.
  • Employee of the Month.
  • Top team asset award.

References

References available upon request.

Timeline

Customer Support Professional

Real Time Resolutions
03.2018 - Current

Document Review Specialist

DIMONT
01.2014 - 02.2018

Homeowners Assistance Specialist

Citi Mortgage
11.2007 - 01.2014

Call Center Manager

Maste/Directv
08.2000 - 10.2007

High School Diploma -

Martin High School

Some College (No Degree) - Psychology

Tarrant County College District

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Lanell Love