Latia Jenkins
Pembroke Pines,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Sixt Rent A Car
08.2021 - 03.2024
- Assisted guest return rental cars and Inspected cars for damage internal and external.
- Advised guests of rental charges, helped setup GPS and linking phones to vehicles, fleet check logging all vehicles on lot.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
Home Loan Specialist
PENNYMAC MORTGAGE
07.2019 - 07.2021
- Performed complex data and document validation Troubleshooting third part orders (title, appraisal, hazard, flood cert, credit, etc.)
- Handled complex calls, emails or chat sessions and completed appraisal eligibility tasks.
- Evaluated loan applications for compliance with product guidelines and regulatory compliance.
- Interacted with multiple departments to expedite processing and/ or issue resolution Performing other related duties as required and assigned.
- Demonstrated behaviors which are aligned with the organization's desired culture and values.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Supervisor/Scheduler
Keystaff/ Your Home Advantage
02.2016 - 06.2019
- Set performance goals and project deadlines that align with company's larger plans.
- Delegated work to employees, track progress and provide constructive feedback throughout projects.
- Addressed problems with work quality, issues between employees and other concerns in effective and timely manner.
- Ensure employees adhere to company policies and legal regulations.
- Served as link between subordinates and upper management.
- Motivated team members and create strategies to boost productivity
- Helped meet changing demands by recommending improvements to business systems or procedures.
Member Service Representative
Info Quest
08.2014 - 01.2016
- Attracted potential customers by answering product and service questions; suggesting information about other products and services
- Opened customer accounts by recording account information
- Maintained customer records by updating account information
- Resolved product or service problems by clarifying customer's complaint; determining cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Resolved customer issues through thorough dispute investigation.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Blanche Ely High School
Pompano Beach, FLSkills
- Information Verification
- Call Control
- Case Management
- Account Management
- De-Escalation Techniques
- Microsoft Office Suite proficiency
- Customer Complaint Resolution
- Outstanding communication skills
- Documentation And Reporting
- Payment Processing
- Problem Resolution
Timeline
Customer Service Agent
Sixt Rent A Car
08.2021 - 03.2024
Home Loan Specialist
PENNYMAC MORTGAGE
07.2019 - 07.2021
Supervisor/Scheduler
Keystaff/ Your Home Advantage
02.2016 - 06.2019
Member Service Representative
Info Quest
08.2014 - 01.2016
High School Diploma -
Blanche Ely High School
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