Rogsamone Bolton
Mount Clemens,MI
Summary
Exemplary Customer Service professional with a combination of leadership and operational skills. Passionate about serving people through technology and committed to fulfilling a purpose by connecting with others to deliver top notch customer satisfaction. Highly organized, innovative, teamwork enthusiast dedicated to solving complex issues with over 14 years working in high performing environments.
Overview
11
11
years of professional experience
Work History
Senior Purchase Specialist
Rocket Mortgage
Detroit, MI
08.2019 - Current
- Responsible for pipeline management of 50+ loan applications at any given time
- Efficiently processed over 2000 mortgage loans from origination to closing
- Engage and support perspective borrowers/sellers ensuring all parties are made aware of regulatory compliance measures
- Maintain communication with clients throughout processing period, ensuring that questions or concerns are resolved, required documentation is received, and that underwriting decisions are communicated clearly.
- Analyze loan verification documents: financial statements, production reports, tax returns, credit documentation, appraisal documentation, and title research- for accuracy and compliance for investor guidelines
- Conduct research and problem solving techniques to ensure compliance with client loyalty, quality and timeliness standards
- Assist with training and development of newly hired or transitioning team members
- Successfully maintain processing on pilot team servicing For Sale By Owner purchase loans - 1/3 of overall purchase pipeline
Team Lead - Major Account Support
North American Bancard
Troy, MI
10.2017 - 12.2018
- Oversaw strategy and workflow for team of 6, leveraging consistent approach to relationship building, recognition and communication to generate continuously improving performance
- Successfully maintained business for over 100+ existing merchant service accounts which supported top 10% of incoming revenue
- Monitored, reviewed, and responded to escalated Customer Care issues reported via social media, attorney general notices, and Better Business Bureau (BBB) reviews in coordination with Legal and Public Communication Affairs.
- Coached Care Advisor III team members in techniques necessary to complete job tasks
- Designed and delivered interactive training sessions for 10-15 advisors, covering topics including operational procedures and customer service
Customer Care Representative - Technical Support
North American Bancard
Troy, MI
08.2016 - 10.2017
- Answered 200+ incoming calls daily utilizing courteous and professional mannerisms to collect information and identify merchant needs
- Provided support with terminal functionality, troubleshooting, product information, and purchase processing all while building brand loyalty
- Applied problem-solving skills to resolve merchant inquires and disputes - escalated using proper channels when necessary
- Met and exceeded daily productivity goals, including high call volume and consistently earned top survey satisfaction scores
- Acted as SME for fellow advisors - coached and developed, with emphasis on developing their product knowledge and customer success fundamentals.
- Improved overall efficiency 20% by anticipating needs and providing outstanding support
Patient Safety Attendant
Detroit Receiving Hospital
Detroit, MI
04.2015 - 08.2016
- Worked directly with patients to assist with activities of daily living - eating, dressing, ambulating and personal hygiene
- Provided highest quality service to patients adhering to practice protocols and HIPPA guidelines
- Monitored stability routinely by documenting appropriately for other medical team members
- Delivered safe bedside care for 1-2 patients per shift while prioritizing their needs
Library Assistant
Wayne County Community College
Detroit, MI
08.2014 - 06.2015
- Handled check-in and check-out process of library books and materials at circulation desk
- Educated patrons on use of reference sources, card catalogs and automated information systems
- Assisted librarian with conducting library orientation for new assistants
- Answered patron questions in-person or by phone regarding library services and resources
- Provided assistance and support to staff in regard to facility maintenance, security and services
- Maintained circulation desk for lending periodicals and books to patrons
Operations Associate
Nebraska Book
Detroit, MI
09.2012 - 05.2015
- Provided exceptional customer service to 150-300 customers per shift
- Meticulously handled POS system transactions including exchanges, returns, and refunds to ensure seamless and accurate cash flow
- Maintained clean, organized inventory and curated displays of rotary seasonal clothing and accessories
- Anticipated customer needs and provided high quality service while upholding brand standards and values to ensure customer satisfaction
- Improved customer shopping experience by utilizing product knowledge to provide personalized recommendations that lead to increased sales revenue
Retail Store Associate
CVS Pharmacy
Detroit , MI
01.2014 - 04.2015
- Provided exceptional customer service to 100-200 customers per shift
- Improved customer shopping experience by utilizing product knowledge to provide personalized recommendations that lead to increased sales revenue
- Informed customers about latest sales, marketing campaigns, fundraisers, coupons, and special offerings - increasing customer loyalty by 15%
- Regularly ensured all shelves and displays were properly stocked in neat and orderly fashion
- Used ESL systems to survey and maintain proper labeling of over 3,000 items of inventory throughout store
- Processed cash, card, coupon, and check payments totaling $3000-$5000 per shift
Education
Associate of Arts -
Wayne County Community College District
Detroit, MI06.2015
Skills
- Customer Success
- Data Analysis
- Project Management
- Written Communication
- Risk Management
- Training and Development
- Problem Solving/Conflict Resolution
- Relationship Management - internal and external
- Team Leadership
- Report Generation
- Technical Skills
- Process Improvement
- Collaboration
- Multitasking and Prioritization
- WPM 60
- Microsoft Office
Highlights of Achievements
Recognized for academia and stewardship in November 2014 by Phi Theta Kappa International Honor Society of Wayne County Community College District.
Recognized as Subject Matter Expert in May 2017 by the Manager of Customer Care of North American Bancard for being a top performer and consistently delivering quality customer service. Contributing to the overall knowledge base and development of fellow technical support advisors by answering questions and assisting leadership with overall workflow.
Awarded Cavs Coin in June 2020 from Vice President of Client Experience Operations for receiving praise and compliments from both internal and external clients of Rocket Mortgage. The level of service provided was so amazing that it needed to be recognized by others.
Awarded Cavs Coin in February 2021 from Divisional Vice President of Client Experience Operations for being a living example of the core guiding principles set by Rocket Mortgage. Personifying the organization's culture and embodying the ISMs through every course of action.
Received MI Real Estate Salesperson license in April 2021 through Michigan Department of Licensing and Regulatory Affairs
Timeline
Senior Purchase Specialist
Rocket Mortgage
08.2019 - Current
Team Lead - Major Account Support
North American Bancard
10.2017 - 12.2018
Customer Care Representative - Technical Support
North American Bancard
08.2016 - 10.2017
Patient Safety Attendant
Detroit Receiving Hospital
04.2015 - 08.2016
Library Assistant
Wayne County Community College
08.2014 - 06.2015
Retail Store Associate
CVS Pharmacy
01.2014 - 04.2015
Operations Associate
Nebraska Book
09.2012 - 05.2015
Associate of Arts -
Wayne County Community College District