Laurie Drummond
Portland
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Rep/Default Management
US Bank Equipment Finance
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained accurate documentation of all collections, ensuring compliance with federal and state regulations.
- Enhanced client relationships by providing exceptional service throughout the collections process.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with customers.
- Referred past due accounts to loss mitigation department.
Relationship Banker
Bank of America
08.2022 - Current
- Lobby leading and greeting clients upon entering the lobby
- Follow established guidelines when opening bank products
- Opening checking accounts, savings accounts, CD’s, credit cards
- Building relationships with the clients to uncover their financial needs
- Referring them to the solutions that would best assist them with their needs
- Wire transfers, changing pin numbers, ordering debit cards, updating addresses
Front End Loan Closer
Freedom Mortgage
11.2020 - 05.2022
- VA, FHA, USDA, FHLMC and FNMA loan modifications
- Working knowledge of all investor required systems
- Review and ensure accuracy of all documents submitted by borrower
- Ensuring all documents meet investor requirements
- Updating system of records with each investor to match my calculations
- Completing write offs if necessary
- Submit order and attach required documents on on lawyers website that creates the loan documents
- Monitor each order through front and back end Quality Assurance
- Remote position
Customer Assistant II
Computershare
12.2019 - 10.2020
- Collect on past due mortgage accounts
- Ask appropriate fact finding questions and provide accurate loan updates and solutions
- Follow and adhere to all company policies and procedures
- Pass quality assurance on 15 calls per month to receive monthly incentive
Education
High School Diploma -
Corona Del Sol
Tempe AZ06-1982
Skills
- Ability to adapt to new policies, procedures and rules Experience multitasking and using multiple systems at the same time Ability to extract information needed when gathering data from a client I am a top performer that needs little supervision with a high degree of accuracy I always maintain a professional demeanor when working with the public
- Engaged listening
- Problem-solving skills
- Detail-oriented data management
Timeline
Customer Service Rep/Default Management
US Bank Equipment Finance
10.2023 - Current
Relationship Banker
Bank of America
08.2022 - Current
Front End Loan Closer
Freedom Mortgage
11.2020 - 05.2022
Customer Assistant II
Computershare
12.2019 - 10.2020
High School Diploma -
Corona Del Sol
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