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
Houston, Texas
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
Houston, Texas
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
The Woodlands, Texas
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