Ocean Hammon
Colorado City,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the mortgage and finance industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Protection Specialist
Discover Card
08.2022 - 08.2024
- Cultivated strong relationships with clients through open communication channels and consistent reliability in delivering exceptional protection services.
- Reduced incidents of theft by maintaining vigilant oversight on high-risk areas and suspicious activities.
- Delivered top-notch customer service by addressing client inquiries professionally and expediently, instilling confidence in the provided protection services.
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
Loss Drafts Specialist
Primary Residential Mortgage, Inc.
09.2016 - 02.2021
- Supervised the Loss Draft department, ensuring all accounts were serviced and closed in a timely and accurate manner in accordance with investor guidelines, company policy and best interest of clients.
- Maintained accurate records of all department deposits and disbursements.
- Audited all accounts to resolve any discrepancies.
- Maintained detailed and accurate documentation of all actions.
- Trained and supervised all new department employees.
Housekeeper
Seat Cover Connection
07.2014 - 05.2016
- Cleaned and stocked vacation home and property by replacing used towels and linens, vacuuming floors, making beds and restocking bathroom items.
- Verified cleanliness and organization of storage areas and carts.
- Adhered to professional house cleaning checklist.
- Documented and reported necessary facility and building repairs observed.
Sales Associate
Plus One Company
12.2009 - 04.2014
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Developed and delivered engaging sales presentations to convey product benefits.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
Office Manager
Seat Cover Connection
04.2005 - 06.2009
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained computer and physical filing systems.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
Education
Certificate of Completion - Professional Bartending
National Bartenders School
06.2000
GED -
Dixie State College
06.1996
Skills
- Payment and Investigation Escalations
- Account Management Software
- Data Entry Software
- Time Management
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Professional telephone demeanor
- Call management
- Team development
- De-escalation techniques
- Dispute resolution
- Customer education
- Account management
- CRM software
- Customer and Departmental Communication
Timeline
Customer Protection Specialist
Discover Card
08.2022 - 08.2024
Loss Drafts Specialist
Primary Residential Mortgage, Inc.
09.2016 - 02.2021
Housekeeper
Seat Cover Connection
07.2014 - 05.2016
Sales Associate
Plus One Company
12.2009 - 04.2014
Office Manager
Seat Cover Connection
04.2005 - 06.2009
GED -
Dixie State College
Certificate of Completion - Professional Bartending
National Bartenders School
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