LOREAL FAWCETT
Griffith,USA
Summary
Customer Service and Technical Support professional with 10+ years of experience in high-volume call center, financial, healthcare, and technical environments. Skilled in inbound phone support, billing resolution, account servicing, troubleshooting, and de-escalation with strong compliance awareness.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Loan Servicing Specialist
PNC Bank
05.2022 - Current
- Handled high-volume inbound calls and secure messaging for loan accounts, ensuring accurate resolution of payments, escrow, and billing discrepancies
- Provided real-time phone support for account inquiries, including balances, payoff quotes, and payment history, enhancing customer understanding
- Resolve sensitive financial inquiries with accuracy and regulatory compliance
- De-escalated customer concerns related to billing and account adjustments, fostering trust and satisfaction
- Troubleshoot online banking access issues and guide customers step-by-step
- Maintain detailed call notes and account updates
Email Support Representative
Mielle Organics
10.2021 - 04.2022
- Managed 50+ daily customer inquiries via email support with high satisfaction ratings
- Resolved order issues, processed refunds, and provided product guidance to enhance customer experience
- Updated customer records and case documentation to ensure accurate information tracking
Central Scheduler
Advocate Aurora Health Care
05.2019 - 10.2021
- Managed high-volume inbound/outbound calls to schedule appointments efficiently
- Addressed scheduling conflicts and resolved patient concerns through effective communication
- Conducted insurance verifications and communicated pre-visit instructions to patients
- Maintained HIPAA-compliant patient records
Enrollment Specialist
Maximus
06.2017 - 05.2019
- Conducted inbound/outbound calls to facilitate insurance enrollment
- Clarified coverage and eligibility details for prospective enrollees
- Achieved enrollment targets through dedicated phone engagement
Technical Support Representative
Apple
01.2015 - 12.2018
- Managed high-volume inbound technical phone support to ensure timely issue resolution
- Diagnosed and resolved hardware, software, and account issues to enhance customer satisfaction
- Provided step-by-step guidance for first-call resolution, improving overall customer experience
Education
Purdue Northwest
01.2015 - 06.2017
Diploma -
Hammond High School
Skills
- Transaction processing
- Customer support
- Detail orientation
- Fundamental math
- Time management
- Clear communication
Timeline
Loan Servicing Specialist
PNC Bank
05.2022 - Current
Email Support Representative
Mielle Organics
10.2021 - 04.2022
Central Scheduler
Advocate Aurora Health Care
05.2019 - 10.2021
Enrollment Specialist
Maximus
06.2017 - 05.2019
Purdue Northwest
01.2015 - 06.2017
Technical Support Representative
Apple
01.2015 - 12.2018
Diploma -
Hammond High School