Shamar Steel
Irving
Summary
Seasoned Customer Service Specialist with proven track record in managing complex customer accounts. Skill set includes strong problem-solving abilities, effective communication skills, and demonstrated customer service excellence. Previous roles demonstrate significant impact on improving customer satisfaction levels and streamlining account management processes.
Overview
6
6
years of professional experience
Work History
Loan Advisor
Bridgecrest
02.2025 - Current
- Manage high-volume outbound and inbound collections for accounts 1–90+ days past due, averaging 110+ calls per day while maintaining compliance and customer-focused service standards.
- Utilize a firm yet empathetic communication approach to resolve delinquent accounts and maximize same-day payments prior to credit bureau reporting.
- Develop customized payment arrangements based on individual customer financial situations to cure delinquency, prevent repossession, and protect account standing.
- Apply advanced de-escalation techniques, prioritizing empathy, active listening, and problem-solving to resolve difficult conversations and retain customers.
- Provide technical support and troubleshooting for online account portals and mobile applications, improving customer accessibility and payment success.
- Calculate interest, review loan terms, and ensure repayment plans align with loan maturity dates or early payoff goals.
- Consistently balance collection performance goals with high-quality customer service, personalizing each interaction while driving payment resolution.
Virtual Branch
Mariner Finance
09.2024 - Current
- Engaged in both inbound and outbound calls to solicit potential loan candidates, process new loan applications, and encourage existing borrowers to refinance for additional funds.
- Conducted welcome calls to customers who activated marketing check offers, providing key details on loan terms, company policies, and account management.
- Accurately entered and maintained customer data in compliance with company and regulatory standards.
- Ensured strict adherence to federal laws and regulations, including the Fair Credit Reporting Act (FCRA), FACT Act disclosures, and other lending compliance requirements.
- Managed high-volume delinquency collections, making approximately 150 calls over two-day periods to address 30- and 60-day past-due accounts.
Claims Specialist
Careington Benefit Solutions
01.2023 - 02.2025
- Served as a Claims and Eligibility Specialist, ensuring effective communication between dental providers, members, and insurance companies.
- Reviewed and explained dental claims with accuracy, resolving discrepancies and supporting timely reimbursement.
- Communicated insurance policies and benefits to members, addressing inquiries and supporting informed decision-making.
- Verified member eligibility through inbound and outbound calls, facilitating uninterrupted access to dental care.
- Maintained high standards of customer service through strong interpersonal skills, attention to detail, and efficiency.
Community Support Representative
Solo Stove LLC
09.2022 - 02.2025
- Delivered top-tier customer service and support to Solo Stove customers by resolving inquiries, issues, and concerns efficiently
- Engaged with customers across multiple channels, including social media, to moderate feedback and strengthen brand relationships
- Assisted in creating customer education content and resources focused on product use and care
- Applied strong communication and problem-solving skills to ensure high levels of customer satisfaction
- Supported sales operations, including in-person showroom sales and customer consultations
- Managed shipping and receiving processes and resolved FedEx shipping disputes
- Maintained positive customer relationships to drive customer loyalty and retention
Content Moderator
Genpact
12.2019 - 02.2025
- Safeguarded platform integrity and user experience by reviewing, analyzing, and moderating large volumes of user-generated content in accordance with community guidelines and policies
- Identified, escalated, and removed inappropriate or harmful content, including hate speech, graphic material, and spam, to maintain a safe and inclusive online environment
- Applied sound judgment and attention to detail to ensure consistent policy enforcement and risk mitigation across leading social media platforms
- Communicated effectively with users regarding content violations, providing clear feedback and guidance
- Contributed to the continuous improvement of moderation workflows and processes through accurate reporting and policy adherence
Fraud Representative
Genpact
08.2020 - 09.2024
- Provided customer support across phone, email, and print channels, addressing a wide range of inquiries and requests.
- Applied strong emotional intelligence to assist distressed customers and deliver tailored solutions efficiently.
- Maintained in-depth knowledge of products, services, and resolution protocols to ensure accurate guidance.
- Trained and mentored new agents during onboarding, preparing them for full production.
- Accurately logged customer data and processed back-office transactions.
- Escalated complex issues as needed to ensure timely and effective resolution.
Education
High School Diploma -
Hinkley High School
Aurora05.2017
Skills
- Collections
- Strong communication skills
- Conflict resolution
- De-escalation
- Customer service
- Loan Servicing
Timeline
Loan Advisor
Bridgecrest
02.2025 - Current
Virtual Branch
Mariner Finance
09.2024 - Current
Claims Specialist
Careington Benefit Solutions
01.2023 - 02.2025
Community Support Representative
Solo Stove LLC
09.2022 - 02.2025
Fraud Representative
Genpact
08.2020 - 09.2024
Content Moderator
Genpact
12.2019 - 02.2025
High School Diploma -
Hinkley High School