Lisette Brown
Crestwood,IL
Summary
Results driven professional offering 15 plus years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
17
17
years of professional experience
Work History
Member Support Representative
LIONS CLUB INTERNATIONAL
02.2023 - Current
- Handled sensitive member data with professionalism and discretion, adhering to strict security protocols at all times.
- Reduced response time for inquiries through efficient management of email and phone communications.
- Demonstrated strong data entry and clerical skills to process requests and address issues promptly, ensuring accuracy.
- Contributed to process improvement initiatives, identifying areas for optimization within the support department.
- Played an instrumental role in increasing membership levels by promoting the value of our organization''s services.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Continuously updated personal knowledge base regarding industry trends and company offerings in order to provide relevant guidance to members.
Loan Processor Assistant
LOAN DEPOT
06.2020 - 01.2022
- Efficiently managed the loan application pipeline, ensuring files progressed to the next stages in a timely manner.
- Prepared and organized documents for e-signatures using DocuSign, ensuring secure and efficient document management.
- Developed and maintained relationships with customers, lenders and other third parties.
- Provided exceptional customer service to members, handling inquiries and resolving requests efficiently via phone, email, and tickets.
- Collaborated closely with the loan processor to obtain certificates of eligibility for veteran applicants, demonstrating a commitment to providing specialized customer support.
- Utilized internet research skills to retrieve tax information and employment contact details, ensuring the accuracy of financial records.
- Demonstrated exceptional time management skills to meet deadlines in a fast-paced loan processing environment.
- Facilitated the gathering and ordering of necessary documents for title and appraisal processes, showcasing proficiency in document management.
- Contributed to departmental goals by meeting or exceeding monthly quotas for loan approvals and fundings.
- Managed conditions sent from underwriting departments, maintaining organization and accuracy.
- Conducted comprehensive reviews of financial histories, environmental reports, and property appraisals to prepare documents for underwriting, demonstrating meticulous attention to detail.
- Assisted loan officiant and underwriter teams by ensuring timely, judicious, and accurate loan processing.
- Created and compiled comprehensive loan submission packages, streamlining the application process.
- Filed completed packages efficiently and upheld compliance with privacy and security requirements, aligning with federal statutes covering loan applications.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Reduced processing time for loan applications by implementing an organized filing system.
Move Manager
NATIONAL FORWARDING
06.2020 - 01.2022
- Served as a dedicated liaison between military members and the military, ensuring smooth transitions during relocations.
- Gained valuable experience in the logistics industry, handling complex coordination and scheduling tasks.
- Demonstrated strong problem-solving skills by troubleshooting issues that arose during military moves, resolving challenges promptly.
- Effectively navigated multiple systems to process move requests into the government system while maintaining a high level of accuracy.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Accessed government systems, demonstrating a commitment to confidentiality and security protocols.
- Leveraged extensive time management experience to efficiently prioritize assignments and meet deadlines in a dynamic environment.
- Gained practical experience in a warehouse environment, understanding the importance of efficient operations.
- Delivered excellent customer service, even when multitasking, by effectively managing customer interactions and inquiries.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across evening & weekend shifts.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Representative
CENTENE
12.2018 - 06.2020
- Assisted Medicaid insurance members via phone, addressing inquiries and educating them about their insurance benefits.
- Effectively managed inbound calls within phone queues to enhance call flow and provide timely support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Consistently achieved a high customer satisfaction rate of 95%, surpassing company objectives
- Investigated and resolved customer inquiries and complaints quickly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Trained staff on operating procedures and company services.
Claims Representative
THE HARTFORD INSURANCE GROUP
03.2016 - 01.2018
- Delivered exemplary service by providing members with the first notice of loss, ensuring prompt and efficient claims processing
- Interpreted basic policy coverages and determined if coverages apply to claims submitted, escalating issues as needed
- Investigated accidents or incidents to determine cause and extent of damages.
- Developed and implemented strategies to improve claim processes.
- Demonstrated strong analytical skills by evaluating various auto claims scenarios, determining appropriate actions for vehicle servicing, and optimizing claim outcomes
- Checked documentation for accuracy and validity on updated systems.
- Offered exceptional customer service by cultivating a personable and knowledgeable approach to auto claims, fostering positive member experiences
- Identified claims with third party recovery potential and coordinated with subrogation/recovery unit
- Proven ability to remain composed and effective in high-stress situations, facilitating quick and professional resolutions for members.
Customer Service Loan Processor
LENDING SOLUTIONS
11.2011 - 08.2015
- Collaborated with senior-level credit officers to process complex loan applications, providing critical support in ensuring successful loan approvals.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Actively contributed to the growth of sales for over 300 credit unions serviced by the organization, demonstrating strong sales and relationship-building skills.
- Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
- Gained experience with GAP (Guaranteed Asset Protection) protection plans, enhancing product knowledge and customer support capabilities.
- Assisted customers with completing loan applications and other paperwork.
- Improved loan processing efficiency by streamlining documentation and communication procedures.
- Conducted in-depth analysis of applicants' financial status and credit reports, demonstrating strong financial acumen and attention to detail.
- Educated clients about credit dynamics, translating complex financial information into accessible insights to improve their understanding of credit reports.
- Enhanced team collaboration by sharing best practices and providing constructive feedback on colleagues'' work.
- Approved and processed mortgages, advising clients on financial decisions and making recommendations to align with their goals.
- Facilitated communication with loan applicants, underwriters and loan officers to optimize process and maintain updated information.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
Customer Service Loan Processor
FISERV
01.2007 - 04.2010
- Provided exceptional phone support to customers experiencing online banking issues, consistently delivering prompt resolutions and high levels of customer satisfaction.
- Demonstrated strong troubleshooting and conflict resolution skills, efficiently diffusing challenging situations and escalating calls when necessary to ensure timely issue resolution.
- Educated customers about online banking policies and facilitated their website navigation, ensuring a seamless user experience.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Achieved first-contact resolution by proactively reaching out to payees via phone and email, streamlining the resolution process.
- Investigated and resolved customer inquiries and complaints quickly.
- Diligently documented phone conversations in PeopleSoft software, ensuring accurate and comprehensive records.
- Entrusted with safeguarding customers' personal data, contributing to a high level of customer retention.
- Consistently exceeded customer service goals and company metrics, setting a standard for service excellence.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively generated and shared ideas to improve company policies, enhancing employee productivity and customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor's Degree - BUSINESS
COLUMBIA COLLEGE
01.2007
Skills
- Excellent Communication
- Core Competence
- Issue and Complaint Resolution
- Customer Relationship Management
- POS Systems and Ordering Platforms
- Financial Analysis
- Customer Relationship Management (CRM)
- Adaptability
- Administrative and Office Support
- Office equipment proficiency
- Customer Focus
- Call Metrics
- Conflict Resolution
- Attention to Detail
- Multitasking
- Teamwork
Timeline
Member Support Representative
LIONS CLUB INTERNATIONAL
02.2023 - Current
Move Manager
NATIONAL FORWARDING
06.2020 - 01.2022
Loan Processor Assistant
LOAN DEPOT
06.2020 - 01.2022
Customer Service Representative
CENTENE
12.2018 - 06.2020
Claims Representative
THE HARTFORD INSURANCE GROUP
03.2016 - 01.2018
Customer Service Loan Processor
LENDING SOLUTIONS
11.2011 - 08.2015
Customer Service Loan Processor
FISERV
01.2007 - 04.2010
Bachelor's Degree - BUSINESS
COLUMBIA COLLEGE
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