Rosie Brown
Mesquite ,TX
Summary
Detail-oriented administrative and customer support professional with over 10 years of experience in account management, collections, customer service, technical support, and administrative operations. Skilled in analyzing account information, resolving customer concerns, managing documentation, and maintaining professional client relationships. Strong communication, negotiation, organizational, and problem-solving abilities with proficiency in Microsoft Excel, Outlook, Word, and remote support systems. Experienced working in fast-paced environments while managing multiple priorities and maintaining accuracy and confidentiality.
Overview
16
16
years of professional experience
Work History
Account Manager
Brinks Home Security
Dallas, TX
01.2023 - Current
- Assisted clients as primary contact for assigned portfolios while building and maintaining strong professional relationships.
- Managed customer accounts to improve client satisfaction and retention.
- Identified opportunities for upselling and cross-selling to enhance customer value and account growth.
- Collaborated with internal teams to address client issues and streamline operational processes.
- Addressed account escalations and negotiated solutions while preserving professionalism and client trust.
- Oversaw contract renewals and account updates with meticulous attention to detail.
- Tracked account performance and created reports, updates, and presentations for leadership.
- Exhibited strong communication, analytical, organizational, and problem-solving skills in a dynamic environment.
Mortgage Loan Processor
Bank of America
Richardson, TX
08.2011 - 02.2013
- Processed mortgage applications, ensuring compliance with regulatory requirements and internal policies.
- Coordinated communication between clients, loan officers, and underwriters to facilitate timely approvals.
- Reviewed financial documents for accuracy and completeness, identifying discrepancies for resolution.
- Managed documentation flow through online systems, enhancing organizational efficiency and retrieval processes.
- Assisted in the preparation of closing documents, ensuring alignment with loan terms and conditions.
- Monitored application progress, providing updates to stakeholders while maintaining high service standards.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Processed mortgage loan applications accurately and successfully for over Number years.
Technical Support Lead
American Heart Association
Richardson, TX
08.2018 - 11.2020
- Assisted customers in resolving issues related to system accounts and network connectivity across various learning platforms.
- Guided users through effective troubleshooting steps to facilitate issue resolution.
- Accessed customer accounts and devices remotely to identify and address technical problems.
- Recorded detailed documentation of customer interactions and solutions provided.
- Exhibited strong communication and problem-solving abilities while supporting high volumes of customer inquiries.
Account Administrator
Adesa Auto Auction
Hutchins, TX
05.2016 - 07.2018
- Assisted in maintaining and verifying customer account information and documentation.
- Supported invoice processing, payment tracking, and updates to account information in company systems.
- Managed incoming invoices and administrative tasks to meet deadlines.
- Produced reports and organized records for account processing.
- Helped coordinate scheduling and calendar management for meetings and events.
Technical Support / Collection Team Lead
AT&T
Farmers Branch, TX
03.2013 - 04.2016
- Assisted customers with billing questions, processed payments, and resolved account issues.
- Supported customers by negotiating payment plans while prioritizing professionalism and satisfaction.
- Clarified billing details and service charges by reviewing account information.
- Addressed customer concerns effectively within a high-volume call center setting.
- Provided technical assistance for internet, television, and phone services.
- Aided management in handling customer escalations and resolving issues.
Teacher's Assistant
Dallas Independent School District, DISD
Dallas, TX
08.2010 - 06.2011
- Assisted educators with evaluating assignments and providing classroom support activities.
- Supported participants in the AVID program across essential subjects.
- Facilitated positive student interactions and maintained classroom order.
Education
High School Diploma -
W W Samuelll High School
Dallas, TX05.2006
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Relationship building
- Goal oriented
- Account oversight
- Issue resolution
- Networking skills
- Client rapport
Timeline
Account Manager
Brinks Home Security
01.2023 - Current
Technical Support Lead
American Heart Association
08.2018 - 11.2020
Account Administrator
Adesa Auto Auction
05.2016 - 07.2018
Technical Support / Collection Team Lead
AT&T
03.2013 - 04.2016
Mortgage Loan Processor
Bank of America
08.2011 - 02.2013
Teacher's Assistant
Dallas Independent School District, DISD
08.2010 - 06.2011
High School Diploma -
W W Samuelll High School