Meyrelucia Courtney
Palm Bay,FL
Summary
Dynamic and professional individual with a proven track record in customer service, mortgage lending, and travel coordination. Adept at building strong relationships with clients and providing exceptional support to ensure their satisfaction. Skilled in effectively managing multiple tasks and prioritizing responsibilities to meet deadlines. Committed to delivering high-quality service and exceeding expectations in a fast-paced and demanding environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Live Chat Specialist
Norwegian Cruise Line
02.2022 - 10.2024
- Provide customer support to direct guests who initiate contact us through the NCL.com chat feature, and travel partners who contact us through the Norwegian Central chat feature, and have questions regarding their accounts, reservations, promotions, itineraries, travel documents, payment services, and other inquiries
- Respond to inbound web chats in a timely manner
- Establish and maintain quality relationships with consumers and travel partners by delivering exceptional service, establishing rapport, and identifying and meeting needs and expectations
- Use customer service skills to build customer base and have the autonomy to make decisions as they relate to daily priorities and assigned tasks
- Identify and help solve guest and travel partner issues quickly and effectively
- Research and resolve general and specific reservation and vacation related inquiries
- Process reservation orders requested by the guest or travel partner including changes, cancelations, payments and more
- Make recommendations about promotions, itineraries and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities
- Attend and actively participate in team meetings in order to ensure use of appropriate policies and procedures and accurate information is communicated
- Perform other job-related functions as assigned
- Prevented potential fraud by identifying suspicious activities or patterns during client interactions within the chat platform.
- Handled sensitive situations professionally, maintaining confidentiality and demonstrating emotional intelligence during chats.
- Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
- Identified trends in customer issues, providing feedback to management for process improvements or product enhancements.
Mortgage Loan Originator
NEXA Mortgage LLC
03.2021 - 12.2021
- Help borrowers through the mortgage application process and the loan closing
- Collect credit and financial information
- Assess borrower's needs and what loan options best works for each individual
- Negotiate rates
- Submit application for underwriting
- Communicate with borrowers, lenders, all real estate professionals involved
- Worked with underwriters to fix application problems and resolve issues.
- Collaborated with underwriters, processors, and other team members to resolve issues, ensuring smooth transactions for all parties involved.
- Analyzed applicant financial data to determine eligibility for various loan products, tailoring recommendations based on individual needs.
- Maintained up-to-date knowledge of industry regulations, changes, and trends to provide accurate advice to clients.
- Managed a pipeline of mortgage applications, prioritizing tasks to ensure timely closings and meet clients'' needs.
Independent Travel Agent / Part Time
self-employed
01.2014 - 12.2020
- Traveled personally with family and alone by air, car, train, cruises all to most continents
- Local travel, Europe and Asia
- Met with clients to determine all travel needs including budget, location, trip preferences, flights, accommodations, etc
- Worked with different providers to sell transportation, accommodations, cruises, travel insurance, tours
- Advised clients about travel destinations, cultures, customs, weather, time of travel and activities
- Collected payment for travel
- Handled travel issues
- Maintained communication with many types of travel vendors
- Conducts research on destinations both through the internet and literature but also by my own travel of the world
- Maintained records of bookings, payments and different transactions
- Kept private customer information by following regulations
- Worked with many different travel-related air, hotel, tour and cruise sites for bookings, research and payment
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Streamlined booking processes for improved efficiency and reduced errors in reservations.
- Collaborated with suppliers to negotiate exclusive deals, offering clients unique travel experiences at competitive prices.
- Maximized revenue by upselling additional services such as insurance, excursions, and upgrades.
- Conducted thorough research on destinations, accommodations, and attractions to provide well-informed advice to clients.
- Maintained accurate records of client bookings to ensure proper billing and commission tracking.
- Leveraged social media platforms effectively to promote travel packages and share useful travel tips with a wider audience.
- Organized group tours, managing logistics and ensuring a seamless travel experience for all participants.
Loan Representative
Auto Reps
01.2019 - 04.2020
- Sales of bank auto loans and warranty products
- Phone calls/ emails to current, new and existing customers
- Data entry on different bank websites with new dealers enrolled
- Dealer enrollment
- Keep online records/data on work completed
- Customer information input/notes
- Collecting and processing customer financial information
- Ensured compliance with federal regulations by staying up-to-date on industry changes and adapting procedures accordingly.
- Provided excellent customer service both during and after the loan process, resulting in a high percentage of repeat business and referrals from satisfied clients.
- Enhanced team productivity by providing ongoing training on company policies, lending programs, industry trends, and regulatory updates.
- Educated borrowers on available options for debt consolidation, home equity loans, and refinancing to better manage finances and save money over time.
Investigator/Claims Adjuster
Space Coast Underwriters
04.2004 - 12.2004
- Company Overview: Melbourne, FL
- Answer telephones
- Take recorded conversations with customers for insurance claims
- Type conversation with customers while on the telephone with them
- Set up claims
- Set up files through computer forms
- File claims both electronically and manually for adjusters, once I was complete with my part of the claim component
- Heavy use of computer programs such as filling out forms, excel, word, etc
- Melbourne, FL
- Documented findings and prepared detailed reports.
- Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
- Interviewed and interrogated suspects.
- Conducted interviews with witnesses and clients.
- Carefully documented statements, observations, and evidentiary materials.
Teacher Aide
Department of Corrections
01.2003 - 01.2004
- Worked in groups and individually with students tutoring
- Aided teachers and other employees with any work related needs
- Worked the Education office
- Formulated worksheets to aide teacher in organizing school material, inmate information, and any office related record keeping
- Typing and working on computers to facilitate and make copies of work for teachers
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
Office Executive Secretary
The Paddock Restaurant
04.2000 - 09.2000
- Do all office work in restaurant
- Answer telephones and take reservations, closely work with customers
- Use computer for everyday work, such as typing up orders, ordering online materials, etc
- Filing paperwork both electronically and manually in file cabinets and computers
- Use telephones, fax, computers and personal communication skills to order products, aide employees, and communicate with customers
- Use Microsoft programs to update daily changes, payroll, and collect and organize any office related information
- Managed confidential documents, maintaining a secure filing system to protect sensitive information.
- Handled incoming calls professionally while directing inquiries appropriately according to departmental responsibilities.
- Provided hospitality and support to visitors and meeting attendees.
- Maintained client files and spreadsheets with office management software.
- Consulted with outside parties to coordinate office events.
- Assisted in budget preparation, tracking expenses to ensure adherence to financial goals.
- Completed bi-weekly payroll for 10+ employees.
Education
Bachelor of Arts - Criminal Justice Administration
Columbia College
Remote02.2024
Certification in HR and Payroll Management Certificate -
Event trix Online Certifications
07.2019
Certificate in Executive Assistant Certification -
Event trix Online Certifications
04.2019
Associates in Criminal Justice Administration -
Columbia College
01.2003
Skills
- Communicating and working closely with other employees and clientele
- Analyzing and submitting claims and loans
- Obtaining clients by generating referrals, contacting leads
- Coordinating office space for the filing of office work
- Maintaining, creating and developing file, worksheets and other computer related programs such as word document, excel, etc
- Working with others and independently collecting, filing, and organizing office related work
- Fast and accurate typing skills
- Excellent computer skills
- Communication Skills
- Human resources
- Payroll management
- Research
- Microsoft Office
- Time Management
- Loan Origination
- Personal Assistant Experience
- Sales
- Social media management
- Loan Officer Experience
- Credit Analysis
- Fair Housing Regulations
- Office Management
- Microsoft Excel
- Data entry
- Financial services
- Google Suite
- Underwriting
- Live chat
- Event planning
- Banking
- Salesforce
Certification
- MLO
- NMLS
Assessments
- Supervisory skills: Motivating & assessing employees, Proficient, 01/01/22
- Data entry: Attention to detail, Proficient, 12/01/21
- Sales skills, Proficient, 04/01/21
- Analyzing data, Proficient, 12/01/21
- Attention to detail, Proficient, 10/01/21
Personal Information
Authorized To Work: US for any employer
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Limited Working
Timeline
Live Chat Specialist
Norwegian Cruise Line
02.2022 - 10.2024
Mortgage Loan Originator
NEXA Mortgage LLC
03.2021 - 12.2021
Loan Representative
Auto Reps
01.2019 - 04.2020
Independent Travel Agent / Part Time
self-employed
01.2014 - 12.2020
Investigator/Claims Adjuster
Space Coast Underwriters
04.2004 - 12.2004
Teacher Aide
Department of Corrections
01.2003 - 01.2004
Office Executive Secretary
The Paddock Restaurant
04.2000 - 09.2000
Certification in HR and Payroll Management Certificate -
Event trix Online Certifications
Certificate in Executive Assistant Certification -
Event trix Online Certifications
Bachelor of Arts - Criminal Justice Administration
Columbia College
Associates in Criminal Justice Administration -
Columbia College
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