P Kedrick Austin
RoundPoint Mortgage Servicing LLC
DeSoto,TX
24
years of professional experience
A dedicated professional with a bachelor’s degree in marketing and 30 years of sales and customer service expertise along with some management experience. Specializing in quality customer service, product knowledge, & sales to assist in business growth. Looking to continue contribute my skills and experience to Roundpoint that also benefits the culture.
Work History
Escalation Resolution Specialist
2 Years 6 Months- Resolved customer inquiries regarding mortgage accounts and payment options.
- Collaborated with internal teams to streamline resolution processes and enhance service delivery.
- Provided feedback on process improvements to enhance efficiency within the department.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
Customer Advocate Specialist
1 Year 2 Months- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with cross-functional teams to implement process improvements that increased efficiency in customer resolutions.
- Resolved complex customer issues with a high level of professionalism and empathy.
- Worked diligently to meet and exceed key performance indicators, demonstrating a strong commitment to customer service excellence.
- Participated in regular team meetings, sharing insights and best practices for ongoing development of the Customer Advocate Specialist role.
- Assisted customers in navigating company website features and troubleshooting technical issues as needed.
- Served as an escalation point for unresolved complaints, working collaboratively with colleagues to find satisfactory resolutions.
- Conducted follow-up calls to ensure client satisfaction and gather valuable feedback for continuous improvement.
- Handled sensitive customer information with discretion while adhering to strict data privacy regulations.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Escalation Resolution Guide
10 Months- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Identified issues, analyzed information and provided solutions to problems.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Collaborated with management to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Effective liaison between customers and internal departments.
- Followed-through on all critical inter-departmental escalations to increase customer retention.
- Cross-trained and provided backup support for staff leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Specialist
2 Years 2 Months- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Increased efficiency and team productivity by promoting operational best practices.
- Assisted customers with needs such as initiating task & working with other departments to complete maintenance & services, updating account details and signing up for new services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Personal Banker - Small Business Specialist
12 Years 5 Months- Developed customized solutions of deposit, lending and other products for small business customers.
- Consulted on business packages and made personalized recommendations.
- Prospected for new business through networking, community outreach and customer referral generation.
- Developed top-performing teams, leading to increased branch efficiency and positive customer feedback.
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Continually boosted branch production and revenue by 10% by consistently meeting all monthly and quarterly sales goals.
- Answered customer questions and explained available services such as deposit accounts, bonds and securities.
Sales & Service Specialist
3 Years 7 Months- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Provided positive first impressions to welcome existing, new and potential customers.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Prepared large cash deposits with zero discrepancies.
Education
Bachelor Of Business Administration - Marketing
Skills
Sales
Customer Accounts Management
Product Knowledge
Customer Complaint Resolution
Service-oriented mindset
Account management
Staff education and training
Customer research
Retention strategies
Professional telephone demeanor
Strategic sales knowledge
Complaint resolution
Timeline
Escalation Resolution Specialist
RoundPoint Mortgage Servicing LLC
04.2024 - CurrentRead More
Customer Advocate Specialist
RoundPoint Mortgage Servicing LLC
02.2023 - 04.2024Read More
Escalation Resolution Guide
RoundPoint Mortgage Servicing Corporation
04.2022 - 02.2023Read More
Customer Service Specialist
RoundPoint Mortgage Servicing Corporation
02.2020 - 04.2022Read More
Personal Banker - Small Business Specialist
JPMorgan Chase
03.2006 - 08.2018Read More
Sales & Service Specialist
JPMorgan Chase
08.2002 - 03.2006Read More
University of North Texas
Bachelor Of Business Administration from Marketing
Read More
Desoto High School
Read More