Lauren Fields
Maryville,TN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Granite Depot of Knoxville
04.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept the showroom nice, orderly, and tidy.
Administrative Assistant
Covenant Health
08.2022 - 12.2023
- Scheduled and coordinated meetings, appointments, and travel arrangements for supervisors and managers
- Planned and maintained work systems and procedures
- Preformed a range of administrative duties from maintaining schedules to purchasing supplies
- Directed workflow, acting as intermediary between departments by arranging conference calls, scheduling meetings, and managing calendars
- Handled and maintained the Petty cash box
Servicing Specialist
First Southern Mortgage
07.2022 - 06.2023
- Demonstrate quality customer service principles with internal and external customers
- Prepare accurate and timely demands, beneficiary statements, reconveyances, lien releases, UCC filings, and credit ratings
- Request and edit renewal certificates and insurance policies, ensuring insurance coverage complies with the lender loan requirements, specific to each loan
- Track insurance policies on a timely basis and obtain appropriate policies; upon receipt of policy, audit all necessary system updates and files appropriately
- Track property taxes, if applicable, and obtain the appropriate evidence of payment
- Upon receipt of evidence, ensure verification system updates, and filing
- Verify escrow balances, update accounts, and disburse tax and/or insurance payments
- Respond to customer inquiries by researching, analyzing, and resolving issues in a timely manner
- Review all appropriate loan reports and provide necessary audit trails and information
- Properly store loan documentation (credit/legal files, notes, all loan correspondence) while adhering to retention schedules for both the department and the warehousing of documents and records
- Maintain and update customer information in both the physical loan files and supporting data systems
- Track UCC filings, financial statements, collateral reviews, and any other time-sensitive processes/documents
Research Analyst
Vanderbilt Mortgage and Finance
01.2021 - 07.2022
- Research data regarding payment history, payment adjustments based on APR, escrow, insurance policies, tax payments, late/return fee charges, overages, etc
- Handle internal and external customer requests for more extensive information
- Handle Microsoft Office programs, Sterling, and proprietary financial calculators with ease
- Comprehend extensive information concerning standard concepts, practices, and procedures within the Loan Services department
- Work on projects related to Loan Services practices for Vanderbilt Mortgage and Finance, Inc., and its subsidiaries
- Assist with training new team members
- Complete other duties as assigned
Customer Service Specialist
Alexander City Chamber of Commerce & Lake Martin Innovation Center
04.2018 - 12.2020
- Greet all guests and maintain a welcoming environment
- Provide relevant information pertaining to community resident and visitor inquiries
- Answer questions via telephone and forward calls to appropriate personnel
- Assist in the management of multiple chamber events, including a self-owned event (The Kid's Fest - Healthy Living Expo)
- Schedule all meetings for the Chamber and Innovation Center
Skills
- Data management
- Microsoft Office Suite
- Sterling
- AS400
- OnBase
- Detail oriented
- Communication
- Customer service
- Leadership
- Scheduling
- Project management
- Data Entry
- Paperwork Processing
- Data Collection
- Product Knowledge
References
- Destiny Hendrix, Former co-worker, (865) 910-7435
- Shelley McNeal, Former co-worker, (256) 307-5802
- Kasie Cox, Former co-worker, (865) 310-3382
Timeline
Customer Service Representative
Granite Depot of Knoxville
04.2024 - Current
Administrative Assistant
Covenant Health
08.2022 - 12.2023
Servicing Specialist
First Southern Mortgage
07.2022 - 06.2023
Research Analyst
Vanderbilt Mortgage and Finance
01.2021 - 07.2022
Customer Service Specialist
Alexander City Chamber of Commerce & Lake Martin Innovation Center
04.2018 - 12.2020
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