Lovelise Penn
Philadelphia,PA
Summary
I have a significant size of delivering customer service,
Overview
16
16
years of professional experience
Work History
Senior Client Services Manager
MRS BPO LLC
07.2004 - 03.2020
- Respond, answer, and direct 50+ emails daily with goals including daily reporting, conference call recaps, customer inquiries, responding to internal service queries, boarding of new clients, high-level meetings, and client audits
- Monitor random collection calls for quality and compliance
- Trained employees on handling client-specific training materials on how to conduct customer calls
- Collaborated with various departments such as Training and development, Finance, Quality Assurance, IT, Operations, and Complaint and Compliance departments for client-specific training on handling client contracts
- Able to research and reconcile daily financial reporting, forecast month-end final numbers, employee collection totals, and new and canceled accounts, while maintaining relationships with some of our larger client databases, Capital One, Paypal, Verizon, Medical Collections, Debt Buyers, and Government clients
- Maintain company collections licenses and bonds for all states.
Post-Closing Manager
Redfin
05 2021 - 11 2023
- Managed 5 full time employees and 4 contractors.
- Responsible for ensuring the Post-Closing team were fully documenting and recording ownership of a property in varoius states.
- Tracked and Audited outgoing documents, such as Mortgage, Deeds, and Power of Attorney that are being sent to the mortgage company by examing the documents for no errors to avoid claims or liability to the company.
- Worked closely with our Closing and Title Team Managers through the final steps of the closing process to provide great service, communication, colloboration, and follow through is vital.
Education
Degree -
Germantown High School
Philadelphia, PAMay.1996
Shaw University
Skills
- Client Services Senior Manager with over 15 years experience in telephone and face-to-face Financial Services Experience with sales, and client relationships internal and external Knowledgeable with major customer service software, handling client and customer complaints, client audits, client requests, client financials, and client daily, weekly, and monthly conference calls, while maintaining a positive and friendly disposition, I hope to use my wealth of experience to attain employment in a client and customer service role
Additional Information
- Awards , MRS BPO LLC achieved one of the highest accomplishments in 2011 winning employee of the month for excellent customer service.
Accomplishments
- Achieved 99.1 by completing customer service by audting with accuracy and efficiency.
Timeline
Senior Client Services Manager
MRS BPO LLC
07.2004 - 03.2020
Post-Closing Manager
Redfin
05 2021 - 11 2023
Degree -
Germantown High School
Shaw University
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