LANELL RAMSEY
Missouri City,TX
Summary
Accomplished Customer Service Supervisor with 8 years of experience contributing to outstanding success in the Student Business Service Department. Confident in the ability to effectively manage a team, bring cohesiveness and skill training. Comfortable collaborating with others and working independently in a variety of settings. Committed to lifelong learning and contributing to team success.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist II
University of Houston
10.2018 - 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
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Team Lead Consultant
Jenny Craig
05.2013 - 09.2018
- 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
12.2008 - 06.2013
- 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.
Education
Bachelor of Science - Sociology
Lamar University
Beaumont, TexasSkills
- 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
10.2018 - Current
Team Lead Consultant
Jenny Craig
05.2013 - 09.2018
Loan Processor
Amegy Bank
12.2008 - 06.2013
Bachelor of Science - Sociology
Lamar University