Noel Odhiambo
Reynoldsburg,OH
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of Proficient with Microsoft Office suite,Proficient with current Microsoft and Mac operating systems,Expert at device imaging processes,Expertise with various Internet Browsers,Proficient with projects and time tracking processes and concepts,Demonstrates advanced trouble shooting and problem-solving skills,Advanced knowledge of workstation management software
Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset. Skilled
Customer Operations, Customer service correspondence, Mortgage production and Servicing bringing expertise in operations and project management. Helps achieve goals by coordinating resources, schedules and team members to meet demands. Seeks every opportunity to improve operations and team performance.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Operations Sr Specialist
JPMorgan Chase
01.2016 - Current
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Supported department leadership in implementing new policies, procedures and controls.
- Optimized resource allocation through careful analysis and data-driven decision-making, maximizing departmental efficiency.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Evaluated customer needs and feedback to drive product and service improvements.
- Followed all company policies and procedures to deliver quality work.
Mortgage Consultant
J.P. Morgan Chase
09.2015 - Current
- Resolve escalated complaints from Chase Mortgage customers
- Continuously updated knowledge of market trends and lending guidelines, staying ahead in the competitive mortgage industry.
- Increased overall efficiency by implementing new technologies and software tools into daily tasks.
- Developed and maintained relationships with customers, lenders and other third parties.
- Enhanced client satisfaction by providing personalized mortgage consultations and addressing their individual needs.
- Provided exceptional customer service throughout the entire mortgage process, resulting in repeat business and client referrals.
Social Work Internship II
Department of Mental Health and Addition
11.2016 - 05.2017
- Promoting wellness and recovery, Trauma Informed Care training, Suicide Prevention Toolkit, Discussion lead on Ohio trauma clients, In-home medication drop off and checked client’s wellbeing, Shadowed a Social Worker at Twin Valley Behavioral Healthcare Hospital, Listened to in-take calls from the local mental health and addiction hotline
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
Social Work Internship I
Salvation Army
08.2016 - 10.2016
- Provided housing assistance and other resources to the homeless, In-home visitations with clients currently in housing program, Conducted home inspections for potential clients, Attended in-take referral meetings with other agencies
Mortgage & Home Equity Resolution Specialist
J.P. Morgan Chase
07.2013 - 09.2015
- Provided excellent customer service to Personal Bankers, Displayed excellent communication via email, Assisted Personal Bankers by discovering financial needs and helping with problem resolution, Processed transactions when needed, Experience with various Microsoft programs (Excel, Word, Publisher, Power Point, and Outlook), Resolved escalated situations in a timely manner
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Streamlined resolution processes with established guidelines, leading to faster outcomes and better customer satisfaction.
- Contributed to a positive team culture by offering support and encouragement to peers, fostering a collaborative and high-performing work environment.
Customer Service Representative, Mortgage
J.P. Morgan Chase
01.2012 - 06.2013
- Provided customer service through inbound calls, Managed customers mortgage and home equity accounts, Provided guidance and support to help resolve customer’s problems
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative
TeleTech
12.2010 - 12.2011
- Took inbound calls pertaining to personal Bank of America checking and savings accounts, as well as personal credit card accounts, Came up with different customer service based guidance for advisors to use while on calls
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
Education
Bachelors of Social Work -
Ohio Dominican University
Columbus, OH05.2017
Social Work
West Virginia University
Morgantown, WV12.2011
Skills
- Documentation Management
- Customer Relations
- Technical communication
- Quality Assurance
- Proficient in Operating System, Office suites,Spread Sheets communication and collaboration tools
- Process Improvement
- Analytical Thinking
References
Available upon request
Timeline
Social Work Internship II
Department of Mental Health and Addition
11.2016 - 05.2017
Social Work Internship I
Salvation Army
08.2016 - 10.2016
Operations Sr Specialist
JPMorgan Chase
01.2016 - Current
Mortgage Consultant
J.P. Morgan Chase
09.2015 - Current
Mortgage & Home Equity Resolution Specialist
J.P. Morgan Chase
07.2013 - 09.2015
Customer Service Representative, Mortgage
J.P. Morgan Chase
01.2012 - 06.2013
Customer Service Representative
TeleTech
12.2010 - 12.2011
Bachelors of Social Work -
Ohio Dominican University
Social Work
West Virginia University
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