Amber Dunfey
Phenix City,Alabama
Summary
Competitive Senior Customer Service Executive with over 10 years of success in this industry, with a proven track record of delivering exceptional service and resolving inquiries efficiently. Proficient in navigating complex systems, providing technical assistance, and ensuring customer satisfaction. Strong communicator with a knack for problem-solving and a dedication to exceeding performance targets. Eager to leverage expertise in enhancing the overall customer experience and contributing to the success of the call center team.
Overview
11
11
years of professional experience
Work History
Purchase Specialist
Freedom Mortgage Corporation
06.2023 - Current
- Provide administrative support to lenders including managing calendars, scheduling appointments, and coordinating meetings with clients, real estate agents, and other stakeholders.
- Serve as primary contact for internal and external customer’s mortgage questions.
- Sending day letters for expired policies when needed.
- Serve as a point of contact for internal and external customers concerning escrow questions on mortgages.
- Organize and maintain loan files, records, and documentation in accordance with company procedures and regulatory guidelines, ensuring confidentiality and security of sensitive information.
- Participate in the review of department staff work using the dual control model to reduce risk of errors and fraud.
- Serve as the backup to the Mortgage Servicing Team Lead.
- Stay current in knowledge of software, bank products, rates and regulatory requirements.
- Perform other duties as assigned.
- Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
Onboarding Coordinator & Specialist
Conduent Commercial Solutions
11.2022 - 06.2023
- Coordinate the onboarding process for new hires, including scheduling training sessions, preparing materials, and coordinating logistics to ensure a smooth transition into the call center environment.
- Serve as the primary point of contact for new employees, providing them with guidance, support, and assistance throughout the onboarding process.
- Conduct orientation sessions to familiarize new hires with company policies, procedures, systems, and expectations for performance and behavior.
- Collaborate with hiring managers, trainers, and HR personnel to ensure alignment of onboarding activities with organizational goals and objectives.
- Administer and manage onboarding documentation, including new hire paperwork, training records, and compliance documents, ensuring accuracy and completeness.
- Assist in the creation and maintenance of onboarding materials, including manuals, handbooks, and training resources, to support consistent and effective training delivery.
- Coordinate training schedules and resources, including classrooms, equipment, and training materials, to facilitate effective training delivery and maximize learning outcomes.
- Monitor the progress of new hires during the onboarding period, providing feedback, guidance, and additional support as needed to ensure successful integration and performance.
- Evaluate and assess the effectiveness of onboarding programs and processes, soliciting feedback from stakeholders and making recommendations for continuous improvement.
- Maintain confidentiality and professionalism in handling sensitive information related to employee records, performance, and personal matters.
Customer Experience Analyst
Conduent Commercial Solutions
06.2021 - 11.2022
- Analyze customer interactions, including calls, emails, and chats, (inbound/outbound) to evaluate service quality, identify trends, and uncover opportunities for improvement.
- Utilize call center software and data analysis tools to extract and analyze relevant metrics, such as average handle time, first call resolution, customer satisfaction scores, and contact reasons.
- Conduct root cause analysis to identify underlying issues impacting customer satisfaction and recommend actionable solutions to address them.
- Collaborate with call center management and frontline staff to implement process improvements and best practices aimed at enhancing the overall customer experience.
- Develop and maintain quality assurance programs and evaluation criteria to ensure consistency and compliance with performance standards.
- Monitor and track customer feedback, complaints, and escalations to identify recurring issues and drive corrective actions.
- Work closely with training and development teams to provide feedback and recommendations for improving agent performance and communication skills.
- Stay updated on industry trends, best practices, and emerging technologies related to customer experience management and call center operations.
- Participate in cross-functional projects and initiatives aimed at improving overall call center performance and customer satisfaction metrics.
Specialty Assistant
JCPenney
07.2013 - 05.2021
- Provide outstanding customer service by greeting, assisting, and addressing inquiries from clients in a friendly and professional manner.
- Act as a liaison between customers and internal departments to ensure efficient resolution of issues and timely delivery of services.
- Assist customers in selecting specialty products or services by providing detailed information, recommendations, and personalized assistance based on their needs.
- Process customer transactions accurately and efficiently, including sales, returns, exchanges, and special orders, while adhering to company policies and procedures.
- Maintain a clean and organized work environment, including merchandise displays, to enhance the overall shopping experience for customers.
- Proactively identify opportunities to upsell or cross-sell products and services to meet customer needs and achieve sales targets.
- Handle customer complaints and concerns with empathy and professionalism, striving to find satisfactory resolutions and prevent future issues.
- Stay informed about industry trends, product features, and promotions to effectively communicate with customers and enhance their shopping experience.
- Collaborate with team members to achieve departmental goals and maintain a positive work environment conducive to providing exceptional customer service.
- Participate in training sessions and workshops to improve product knowledge, customer service skills, and overall job performance
Education
Master Cosmetologist - Cosmetology
Paul Mitchell The School - Atlanta, LLC
Atlanta, GA05-2012
High School Diploma -
Mundy's Mill High School
Jonesboro, GA05-2011
Skills
- Eye for Detail
- Data Organization
- Materials Planning
- Goal-Oriented
- Dispute Management
- Email Correspondence
- Customer Relationship Management
- Call Control
- Customer Support
- Resolving Issues
- Call Documentation Skills
- Analytical Abilities
- Verbal and Written Communication
- CRM System Expert
- Call Center Operations
- Call Center Customer Service
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Call Handling
- Complaint Resolution
- Staff Training
- Customer Relations
- Building Rapport
- CRM Software
References
References available upon request.
Timeline
Purchase Specialist
Freedom Mortgage Corporation
06.2023 - Current
Onboarding Coordinator & Specialist
Conduent Commercial Solutions
11.2022 - 06.2023
Customer Experience Analyst
Conduent Commercial Solutions
06.2021 - 11.2022
Specialty Assistant
JCPenney
07.2013 - 05.2021
Master Cosmetologist - Cosmetology
Paul Mitchell The School - Atlanta, LLC
High School Diploma -
Mundy's Mill High School