Merissa Robinson
696 Fox Avenue,TX
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Driven professional with excellent problem solving skills. Ability to work under minimal supervision as well as in a "team enviroment".
Overview
6
6
years of professional experience
Work History
HELOC Specialist Team Lead
LoanDepot.com LLC
06.2022 - 08.2022
- Worked different stations to provide optimal coverage and meet production goals.
- training and mentoring individuals with lagging skills.
- Participated in cross-functional team-building activities.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Lending Representative
LoanDepot.com LLC
02.2019 - 06.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Office Administrator
American Airlines Interline
08.2016 - 02.2019
- Interacted with customers by phone, email or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
Education
Associate of Arts -
01.2022
High School Diploma -
05.2012
Skills
- Accounts Payable and Receivable
- Proficient in 10-key
- Various Microsoft programs such as Word, Excel, and Powerpoint
- Microsoft SharePoint
- High call volume expert with incoming and outgoing calls
- Active Listening
- Reading Comprehension
- Mortgage Educators 20hrs Completion
- Mortgage Educators TX 3hrs Completion
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
HELOC Specialist Team Lead - LoanDepot.com LLC
06.2022 - 08.2022
Customer Lending Representative - LoanDepot.com LLC
02.2019 - 06.2022
Office Administrator - American Airlines Interline
08.2016 - 02.2019
Brookhaven College - Associate of Arts,
Lamar High School - High School Diploma,
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