Hi, I’m
Roshowndra Richburg
customer service
Virginia Beach,VA
Summary
I am an energetic customer service specialist with excellent listening skills and possess the ability to empathize with others. I possess strong reading comprehension skills and can communicate professionally. As a resourceful problem solver, I am adept at remaining calm in stressful situations. I am passionate about building strong relationships and increasing engagement in virtual customer service. I can work independently or as part of a team.
Overview
25
years of professional experience
4
years of post-secondary education
Work History
Norfolk Redevelopment Housing Authority Norfolk, VA
Housing Program Specialist
01.2023 - Current
Job overview
- Assessed eligibility of applicants for housing programs.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Ensured compliance with all relevant local, state, and federal regulations governing the operation of the housing program.
- Verified assets and income for applicants.
- Maintained accurate records and documented client data in company databases.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Calculated figures for potential homebuyers before passing the file to the underwriter for final review.
LoanCare Service LinkVirginia Beach, VA
Foreclosure Specialist/Loss Mitigation Specialist
07.2010 - 07.2022
Job overview
- Execute policy changes at the direction of the supervisor.
- Review and provide HAMP certification notifications nationwide.
- Print, review, and execute litigation requests received.
- Order BPO's and title reports as needed.
- Reviewed 25 or more loss mitigation requests daily.
- Ensure that all investor/insurer timelines are met for judicial and non-judicial foreclosures.
- Analyze borrower's income documentation to determine accurate gross and net figures.
- Receive financial foreclosure documents via the LPS system.
Bank of AmericaNorfolk, VA
Customer Service Representative
08.2005 - 06.2010
Job overview
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Educated customers on special pricing opportunities and company offerings.
- Assisted with new hire training.
- Performed light administrative duties as assigned.
- Used various computerized systems for tracking information and or troubleshooting.
- Decreased customer escalations by 20%.
- Prioritized and organized tasks to efficiently accomplish service goals.
MacArthur CenterNorfolk, VA
Valet Parking Supervisor
05.1999 - 08.2005
Job overview
- Resolved customer complaints in a timely manner while ensuring high-quality service standards were maintained.
- Oversaw team scheduling and individual assignments to meet coverage demands.
- Reported unusual or unsafe situations to security for immediate attention.
- Led daily stand-up meetings to convey new policies, outline schedules, and correct performance deficiencies.
- Handled personnel hiring, performance evaluations, and disciplinary actions.
- Notated damages to vehicles to reduce exposure to risk and lawsuits.
- Parked and retrieved guest vehicles quickly to avoid long wait times.
- Drove vehicles to parking area, secured vehicles, and returned tags and keys to the key booth.
Education
Tidewater Community CollegeNorfolk, VA
Associate of Science from Business Administration
08.2023 - Current
Woodrow Wilson High SchoolPortsmouth, VA
High School Diploma
09.1993 - 06.1997
Skills
- Case Management
- Negotiation
- Rehousing
- Applications
- Clerical Support
- Documentation Management
- Administration and Management
- Quality Assurance Controls
Accomplishments
- 2011, 2012, 2015, & 2018 Exceptional Performer Award (Loancare Servicelink)
- 2008 Quality Excellence Award (Bank of America)
- 2003 & 2005 Employee of the Year (MacArthur Mall)
References
References available upon request.
Timeline
Tidewater Community College
Associate of Science from Business Administration
08.2023 - Current
Housing Program Specialist
Norfolk Redevelopment Housing Authority
01.2023 - Current
Foreclosure Specialist/Loss Mitigation Specialist
LoanCare Service Link
07.2010 - 07.2022
Customer Service Representative
Bank of America
08.2005 - 06.2010
Valet Parking Supervisor
MacArthur Center
05.1999 - 08.2005
Woodrow Wilson High School
High School Diploma
09.1993 - 06.1997
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