PAULETTE KNOX
Waukee,IA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
John Deere
11.2024 - Current
- Support C&F customer
- Handle customer complaints
- Provide appropriate solutions and alternatives
- Provide basic troubleshooting,and Technical questions
Customer Service Representative
John Deere
Johnston, IA
01.2023 - Current
- Support ECC.
- Answer incoming calls and, provide frontline customer support or assistance with products
- Record dealer and product grievances.
- Provide support for issue resolution.
- Registration
- Basic troubleshooting.
Home Preservation Specialist III
WELLS FARGO HOME MORTGAGE
DesMoines, IA
06.2020 - 10.2023
- Responsible for providing a single point of contact to borrowers whose loans are delinquent or at high risk for delinquency.
- Assists borrowers to find solutions to maintain home ownership, including HAMP, proprietary modifications, re-payment plans, etc.
- Responsible for analyzing the customer's financial situation and making recommendations on loan modifications, workout options, to resolve delinquency.
- Identifies, maintains, tracks, and logs requested documentation for loan modification review.
- Notifies customers of the loan modification decision, current status, options, timelines, coordination touch points, and customer obligations throughout the process.
- Maintains applicable compliance, conformity, and risk management as they relate to data integrity.
- Handles confidential material in a professional manner.
- Answers inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification, short sale, and foreclosure process.
Cashier Team Lead
Caseys General Stores Inc
Earlham, IA
06.2016 - 08.2020
- Customer service: Greeting customers, answering questions, and providing relevant information.
- Cash handling: opening and closing cash registers, counting money, and balancing cash drawers.
- Transaction processing: Accurately processing transactions and giving customers the correct change.
- Maintaining a clean work area: Keeping the checkout area clean and organized, and making sure that products are properly labeled.
- Store maintenance: Cleaning shelves, counters, and tables, and restocking products.
- Other duties include bagging or packaging purchases, cross-selling products, and resolving customer complaints.
Quality Monitor
Wells Fargo
Milwaukee, WI
03.2015 - 07.2020
- Monitor quality assurance processes to identify gaps and risks.
- assessment
- Perform advanced, comprehensive reviews of multiple types of executive resolution transactions, and case reviews within business lines.
- Make final scoring decisions on disputes that impact quality results.
- Prepare meeting materials to facilitate calibrations to ensure the accuracy and consistency of quality scorecards.
- Mentor less-experienced staff, and assist with their development.
- Escalate key maintenance errors identified during the scoring process, and ensure same-day resolution.
- Collected and analyzed data to measure the effectiveness of quality control processes, and reported problems and concerns to management.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Reviewed public-facing information for accuracy, relevancy, and timeliness as desired by leadership.
- Developed reports and materials for management related to quality goals, progress and challenges
Work Director
WELLS FARGO HOME MORTGAGE
Milwaukee, WI
03.2007 - 09.2015
- Responsible for providing work direction and co-supervision of a team of 14 team members for the liquidation/collection team to ensure the unit's work is completed on time and accurately by planning.
- Coordinating and monitoring the daily team activities, participating in the co-implementation of policies, procedures, assessments, and employee corrective action plans.
- Responsible for business monitoring for the department’s service level to ensure we’re meeting 80% or better service level. Also, assist in handling the office of the president's files.
- Research, identify, and correct executive issues, and communicate back to the appropriate leadership in a timely manner.
- Reviewing, prioritizing, and distributing daily work to meet deadlines and goals. Monitoring work in progress, making adjustments as needed, and also giving feedback and training to staff in the Manager Resolution Group.
- Oversee and resolve all loan profiles that have been labeled as unresolved escalations, and make sound decisions that ultimately control the way the file is directed.
- ▪ Mentor and train phone team representatives in the on- the- job call handling ▪ Ability to handle confidential material in a professional, highly ethical manner. American Recovery Systems
Collections Agent 3
WELLS FARGO HOME MORTGAGE
Milwaukee, WI
03.2004 - 07.2007
- Negotiates account resolution, and accurately inputs and documents actions within the collection systems, while maintaining company performance and productivity standards.
- Escalates and assists other team members with calls, as needed. Serves as a resource, subject matter expert, and may provide training to fellow team members.
- Locate customers to collect installments, overdue accounts, and damage claims.
Education
Some College (No Degree) - Business Management
Cardinal Stritch University
Milwaukee, WISkills
- Call Center Leadership
- Escalations in Customer Service
- Loan documentation
- Research and remediation
- Team Lead
- Identifying risks
- Problem-Solving
Languages
English
Professional
Affiliations
- cooking
- life coach
- crafting
Accomplishments
- received recognition for the highest volume of surveys
- received recognition for highest quality scores
Websites
Timeline
Customer Service Representative
John Deere
11.2024 - Current
Customer Service Representative
John Deere
01.2023 - Current
Home Preservation Specialist III
WELLS FARGO HOME MORTGAGE
06.2020 - 10.2023
Cashier Team Lead
Caseys General Stores Inc
06.2016 - 08.2020
Quality Monitor
Wells Fargo
03.2015 - 07.2020
Work Director
WELLS FARGO HOME MORTGAGE
03.2007 - 09.2015
Collections Agent 3
WELLS FARGO HOME MORTGAGE
03.2004 - 07.2007
Some College (No Degree) - Business Management
Cardinal Stritch University
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