Samanthia Carr
Cleveland,Ohio
Summary
Highly personable Customer Service professional with extensive experience in retail management, sales, collection processing, and call center operations within the retail, banking, and health industries. Recognized for delivering unparalleled customer service. Talent for identifying customer needs and presenting appropriate company products and service offerings. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Front Desk Agent-PBX Operator
Marriott Hotels And Resorts
Cleveland , OH
11.2022 - Current
- Greet, check in guests, and answer all questions efficiently and in a professional manner
- Use creative reasoning to overcome guest objections and concerns
- Promote hotel deals, local attractions, and points of interests to guests
- Assist with Manager duties when needed
- Prepare ahead of time for group check-ins, check-outs, and VIP arrivals
- Answer phones promptly and transfer calls when warranted
- Follow Hotel policies and safety standards
- Manage guest room transfers and cancellations
- Handle money exchanges, balance receipts, and administer safe deposit boxes
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
- Resolved customer complaints promptly and courteously.
- Maintained cleanliness of lobby area at all times.
- Inputted guest information into computer system accurately and securely.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Addressed customer needs in a timely manner.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- I was awarded Marriott Hotels Outstanding Employee for the Month of December 2023.
Lien Release Specialist
PNC Bank
Cleveland , OH
06.2021 - Current
- I receive and process garnishments for various state agencies and district courts.
- Ability to multitask and work cooperatively with others.
- Verbal and written communication skills.
- Coordinates with the client's legal department to ensure proper interpretation of all garnishment interrogatories.
- Ability to work with large data sets.
- Respond to customer requests received through various media, including email, letters, and telephone.
- Responsible for review, interpretation, administration, and payment of wage withholding orders.
- Capacity to communicate with co-workers at all levels in the company and be a team player.
- Ability to communicate with the garnishee(s), court(s), and/or other authorized or related parties regarding the status and handling of the post-judgment agreement.
- Winner of the Q2 I-Lead by Example third quarter of 2023, I was also acknowledged by the PNC executive team for continuously being spot-lighted by my peers and customers, with over 57 spot-lights within three years.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Home Preservation Specialist
Digital Risk
Cleveland , OH
08.2020 - 01.2021
- Working with Wells Fargo customers who have suffered a loss of income due to COVID-19 and are having difficulties making their monthly mortgage payments
Working with numerous mortgages, such as Conventional, FHA, VA, and Fannie Mae Loans - Ensured compliance with applicable laws, regulations, policies, and procedures related to home preservation.
- Recommended new products or services that could enhance the effectiveness of existing home preservation programs.
- Created customized plans to help borrowers avoid foreclosure and stay in their homes.
- Conducted outreach activities to inform homeowners about available resources and services.
- Reviewed loan modification applications for accuracy and completeness before submitting them for approval.
- Maintained records of all customer contact information, conversations, and actions taken.
- Analyzed financial documents of homeowners to determine eligibility for loan modifications.
- Coordinated with lenders to ensure proper documentation and timely processing of requests.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Loan Officer-Senior Customer Care Specialist
JP Morgan Chase
Cleveland , OH
01.2020 - 05.2020
- Assists and support one or more high producing Loan Officers and serve as a contact point for borrower and retail operations with the loan origination process.
- Assist the Loan Officer(s) in documenting and preparing mortgage loan applications/files to meet strict deadlines and compliance!
- Resolve issues/difficulties across multiple departments while maintaining a high level of customer service to internal and external customers while meeting their expectations.
- Explains and communicates the terms of each product and ensures that all of the required documents and disclosures are signed and returned in a timely manner.
- Builds relationships with both internal and external customers.
- Exhibits professionalism and takes pride in work when dealing with the customers.
- Ensures exceptional customer experience by overseeing the loan process from origination to close and providing on-going communication to customers and business partners.
- Understands and complies with requirements of applicable federal and state laws and regulations.
- Has excellent communication skills and is clear and concise when speaking with customers. Averaging a Four-Star rating on 96 percent of my loan closing.
- Counseled clients on debt management and repayment plans.
- Explained various types of loans available to customers and their associated terms and conditions.
Loan Officer-Customer Care Specialist
Third Federal Savings and Loan
Cleveland , OH
11.2011 - 12.2019
- Oversee the entire mortgage process, including application, origination, and closings.
- Interview prospective loan applicant applicants to determine upfront eligibility and screen for approvals,
- Ensure the loan applicant provides the required information and supporting documentation.
- Review loan applicants and documents for accuracy and completeness
- Helping customers in choosing the proper program that best fits their needs and takes the initial loan applications
- Manage applicants' expectations related to processing mes, interest rates and closing dates
- Work with management to design plans to achieve sales goals, loan quotas and conference referrals
- We communicate with internal and external customers about basic underwriting guidelines, policies and marketing initiative to service customer accounts.
- Verified accuracy of loan documents prior to approval.
- Provided customer service support throughout the entire process from application through closing.
- Maintained current knowledge regarding new laws, regulations, policies, procedures, products, services. related to consumer lending operations.
- Assisted customers with inquiries about products and services via phone, email, and chat. Also opening IRA's, Deposits Accounts, updating titles.
Retail Support Specialist
Dots LLC
Glenwillow , Ohio
12.2010 - 11.2011
- Provided customer service support in a timely and efficient manner to customers via phone, email, and chat.
- Track and send all customer complaints to the district managers, ensuring they are resolved promptly.
- Running monthly & daily Excel reports and uploading the reports into Sales Force.
- Responsible for all duties such as filing, copying, scanning, and sending out letters.
- Responsible for resolving all issues pertaining to credit cards, debit cards, and GI cards.
- Developed relationships with customers through follow-up calls and emails to ensure satisfaction levels were met.
- Suggested process improvements to enhance the overall customer experience.
- Attended weekly team meetings to discuss customer feedback, current trends, and new initiatives.
- Collaborated with other departments on projects related to enhancing the customer experience.
- Handled inbound telephone calls from interested customers.
- Supported sales team members to drive growth and development.
Radiologic Support Tech
Radisphere Subspecialty Group
Beachwood , OH
05.2007 - 12.2010
- Responsible for working with physicians, imaging centers, hospitals, and private practices, ensuring their expert customer service.
- Follow up on outstanding issues to ensure that medical reports are completed.
- Assigned patients to diagnosis-related groups using [Software].
- Communicate Client status within the operations team and leverage internal resources wisely for maximum execution.
- Coordinated patient appointments with physicians, hospitals and other healthcare facilities.
- Maintained detailed records of patients' appointments and updated relevant databases accordingly.
- Provided excellent customer service by answering inquiries in a timely manner.
- Verified insurance coverage for radiology procedures to ensure accurate billing practices.
- Scheduled diagnostic tests such as X-rays, CT scans, ultrasounds and MRIs for patients.
- Performed data entry tasks as needed, such as entering information into electronic health records.
- Adhered strictly to HIPAA guidelines when handling sensitive patient information.
Customer Care-Collections
Chase Bank NA
Cleveland , OH
09.2006 - 03.2007
- Responsible for answering all incoming calls and delivering excellent customer service to all clients and internal personnel
- Working mainly with Home Equity Lines of credit and Installment Loans
- Demonstrating strong interpersonal, communication skills which gave me an opportunity to work with Chase Bank crisis customers from hurricane Katrina & Wilma.
- Negotiated payment arrangements with customers to ensure timely payments were received.
- Analyzed customer financial information to identify potential repayment solutions.
- Identified root causes of delinquency and provided recommendations on how to prevent future occurrences.
- Conducted outbound calls to follow up on overdue invoices and collect payments from customers.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Answered customer inquiries regarding account status, payment options, and billing inquiries.
Education
MTI Business at School
06.1987
High School Diploma -
John Hay High School at Cleveland, OH
06.1983
Skills
- Loan Officer
- Administrative Support
- Microsoft Word
- Mortgage Processor
- CRM System
- Patient Admission
- Document Review
- Various Bank Systems
- HIPAA Guidelines
- Front Desk Agent
- Record Scanning
- Excel
- Call Center Agent
- Manager
- Supervisor
- Credit and cash payments
- Front Office Support
- Guest Relations
- Oral and written communications
- Payment Collection
- Bankruptcy processes
- Negotiation Tactics
- Licensed Mortgage Loan Originator
- Credit evaluation
Accomplishments
- JP Morgan Chase Gold Star
- JP Morgan Chase Silver Star
- PNC Bank Third Quarter I-Lead Award
- Marriott Hotels and Resorts December 2003 Best Employee Award for Outstanding Customer
Timeline
Front Desk Agent-PBX Operator
Marriott Hotels And Resorts
11.2022 - Current
Lien Release Specialist
PNC Bank
06.2021 - Current
Home Preservation Specialist
Digital Risk
08.2020 - 01.2021
Loan Officer-Senior Customer Care Specialist
JP Morgan Chase
01.2020 - 05.2020
Loan Officer-Customer Care Specialist
Third Federal Savings and Loan
11.2011 - 12.2019
Retail Support Specialist
Dots LLC
12.2010 - 11.2011
Radiologic Support Tech
Radisphere Subspecialty Group
05.2007 - 12.2010
Customer Care-Collections
Chase Bank NA
09.2006 - 03.2007
MTI Business at School
High School Diploma -
John Hay High School at Cleveland, OH
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