Summary
Overview
Work History
Education
Skills
Timeline
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Raven Yarbrough

Chicago,Illinois

Summary

Dedicated professional bringing top-notch skills in oral and written communication. Gifted in working with stressed, confused and upset individuals in need of information and supportive guidance to navigate technical systems. Effective at operating within regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.

Overview

9
9
years of professional experience

Work History

Processing Support Specialist

Guaranteed Rate
Chicago, IL
11.2020 - Current
  • Broke down and evaluated user problems while running Automated Underwriting Systems(DU & LPA)
  • Assisted loan teams with troubleshooting encompass system
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed employment verifications for loan teams
  • Completed FHA case number transfers in timely fashion in line with HUD and company policy
  • Used ticketing systems to manage and process support actions and requests.
  • Entered numerical data into excel spreadsheets with speed and accuracy using 10-key pad.

Customer Relations Specialist

PersonalizationMall.com
Chicago, IL
09.2018 - 10.2020
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Logged call information and solutions provided into internal database.
  • Answered average of 60 calls and emails per day, addressing customer inquiries, solving problems and providing product information.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Office Support Specialist

Chicago State University
Chicago, IL
01.2014 - 05.2018
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed filing system, entered data and completed other clerical tasks.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Answered and managed on average 20 incoming and outgoing calls while recording accurate messages for distribution to office staff.

Education

Bachelor of Arts - Psychology

Chicago State University
Chicago, IL
05.2018

Skills

  • Conflict Resolution
  • Troubleshooting and Diagnostics
  • Data Entry
  • Ability To Take Initiative
  • Microsoft Excel And Powerpoint
  • KPIs
  • Queue Management
  • Verbal and written Communication
  • Developing Relationships
  • Excellent Phone Demeanor
  • Customer Service Excellence
  • Recordkeeping
  • Scheduling
  • Customer Satisfaction And Retention
  • Fast Learner

Timeline

Processing Support Specialist

Guaranteed Rate
11.2020 - Current

Customer Relations Specialist

PersonalizationMall.com
09.2018 - 10.2020

Office Support Specialist

Chicago State University
01.2014 - 05.2018

Bachelor of Arts - Psychology

Chicago State University

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Raven Yarbrough