LANELL RAMSEY
TX
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist II
University of Houston
2018.10 - Current
- Review account in collections
- Appellant liaison to the Bursar
- Resolve escalated issues
- Resolve and address complex concerns from students and staff in the Finance and administration division
- Review student billing, tax documents and payments
- Compose and conduct training for full time staff
- Compose and conduct training for work study students
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Supervise work studies interview and train new hires
- Present at student orientations and counsel students on financial planning
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Assist with balance of the Vault
Team Lead Consultant
Jenny Craig
2013.05 - 2018.09
- Reviewed accounts daily to determine the areas in need of improvement and strategies for correcting faults
- Resolved or escalated business problems to keep operations moving smoothly
- Collected and documented data from variety of sources to compile complete picture of business operations
- Reviewed incoming orders for mistakes to maintain accurate inventory levels
- Monitored processes and recommended methods for improvement
- Connect with clients to understand their goals and challenges
- Constructed weekly menu plans and provided responsible coaching
- Provided consistent feedback and guidance, fostering a positive work environment and promoting employee engagement.
- Implemented innovative solutions to complex problems, driving successful project outcomes despite challenges faced during execution.
Loan Processor
Amegy Bank
2008.12 - 2013.06
- Obtained required documents to complete the approved loans, including insurance forms, tax receipts and employment verification
- Checked credit history and personal references of each applicant for FHA loan
- Completed frequent checks on customer accounts to detect any payment problems or issues with the loan terms
- Audited loan files and confirmed that all conditions were satisfied and in compliance with lender guidelines
- Reviewed loan files and title documents to enable expeditious closing of loans
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
Fraud Detection Analyst
Amegy Bank
2005.01 - 2008.12
- Filed appropriate agency reports based on knowledge of federal and state laws regarding documenting financial exploitation
- Recognized changing patterns and techniques used by fraud perpetrators to achieve overall fraud management goals
- Blocked usage of cards and placed account holds to limit potential losses
- Analyzed account transactions thoroughly to trace activity and determine action to be taken
- Reviewed reports of possible fraud to identify the need for an investigation and the potential scope of any action
Education
Bachelor of Science - Sociology
Lamar University
Beaumont, Texas12.2022
Skills
- Peoplesoft
- Customer Service
- Leadership
- Organization skills
- Problem resolution
- Client communication
- Researching
- Excellent written and oral communication
- Computer Proficiency
- Problem Resolution
- Escalation management
Timeline
Customer Service Specialist II
University of Houston
2018.10 - Current
Team Lead Consultant
Jenny Craig
2013.05 - 2018.09
Loan Processor
Amegy Bank
2008.12 - 2013.06
Fraud Detection Analyst
Amegy Bank
2005.01 - 2008.12
Bachelor of Science - Sociology
Lamar University
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