Patrice Wheeler
Bedford,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
2
2
years of professional experience
Work History
Customer Service Retention Specialist
Sprint PCS, Mobile Telephone Company
Fort Worth, TX
02.2003 - 06.2005
- Responded to customer inquiries and complaints via phone, email, and in-person.
- Provided detailed explanations of company products and services.
- Maintained up-to-date knowledge of company policies and procedures.
- Researched competitive offerings from other companies in the industry.
- Managed a portfolio of accounts to ensure client retention goals were achieved.
- Explained new products and services to customers.
- Re-established customer's faith in company by providing best retention offers available.
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
Quality Analyst
JP Morgan Chase
Plano, TX
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Monitored production processes for accuracy and conformance to established standards.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Assisted in the development of Quality Assurance procedures and protocols.
- Implemented corrective actions when necessary to improve overall product quality.
- Compiled reports detailing findings from quality assurance testing activities.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Conducted root cause analysis to investigate the source of problems in production process.
- Provided thorough documentation on all quality control activities and results.
MB QC Underwriting Specialist III
JP Morgan Chase
Lewisville, TX
- Reviewed and evaluated loan applications for accuracy, completeness, and conformance to underwriting guidelines.
- Analyzed financial information including credit reports, tax returns, bank statements and other documents.
- Provided guidance to borrowers throughout the loan process.
- Collaborated with lenders and brokers on various aspects of underwriting process.
- Assessed risk of loans based on analysis of borrower's financial status.
- Communicated with clients regarding the status of their loan application.
- Presented findings to management team for review and approval.
- Developed strategies to ensure compliance with all applicable laws and regulations.
- Maintained detailed records related to underwriting decisions and actions taken.
Relationship Manager
JP Morgan Chase
Arlington, TX
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Generated reports regarding customer interactions, performance metrics, revenue goals.
- Assessed customer requirements on an ongoing basis in order to provide tailored solutions.
- Ensured compliance with relevant laws and regulations when dealing with customers.
- Established strong client relationships to drive business development.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
- Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.
Customer Service/Call Center Agent, Inbound Sales
Washington Mutual
Arlington, TX
- Answered customer inquiries via telephone and email in a timely manner.
- Provided accurate information regarding products and services to customers.
- Resolved customer complaints and ensured customer satisfaction.
- Maintained detailed records of customer interactions and transactions.
- Initiated proactive outbound calls to existing customers for sales or service follow-up.
- Identified opportunities to upsell additional products or services to customers.
- Performed data entry into internal systems such as CRM software or Excel spreadsheets.
- Escalated complex issues to higher levels when necessary while providing updates to the customer on progress status.
- Utilized problem solving techniques to identify root cause of customer issues quickly and accurately.
- Adhered to all company policies related to call center operations including attendance guidelines.
- Ensured compliance with applicable laws and regulations related to call center activities.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Customer Service/Data Entry Processor
CGI Insurance Services
Fort Worth, TX
- Inputted customer data into computerized database in a timely and accurate manner.
- Analyzed data for discrepancies, corrected errors, and removed duplicate information.
- Collaborated with other departments to resolve inquiries regarding entered data.
- Updated existing databases with new information as required.
- Screened and regularly answered calls to provide assistance to important clients.
- Answered incoming phone calls and directed callers to appropriate departments and personnel.
- Exceeded quality goals to support team productivity.
- Stored hard copies of data in organized files to optimize retrieval.
- Contacted customers via phone or email to address data inquiries.
Education
Some College (No Degree) -
Jarvis Christian College
Hawkins, TXHigh School Diploma -
John Tyler High School
Tyler, TXSkills
- Quality Report Preparation
- Quality Assurance Processes
- Training And Development
- Quality Control Analysis
- Collaboration Skills
- Compliance Standards
- Detail Oriented
- Problem-Solving Skills
- Decision-Making
- Customer Service
Timeline
Customer Service Retention Specialist
Sprint PCS, Mobile Telephone Company
02.2003 - 06.2005
Quality Analyst
JP Morgan Chase
MB QC Underwriting Specialist III
JP Morgan Chase
Relationship Manager
JP Morgan Chase
Customer Service/Call Center Agent, Inbound Sales
Washington Mutual
Customer Service/Data Entry Processor
CGI Insurance Services
Some College (No Degree) -
Jarvis Christian College
High School Diploma -
John Tyler High School
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