Shamika Edwards

Serve as primary point of contact for borrowers regarding mortgage accounts, payments, escrow, and loan servicing inquiries.
Resolve complex account concerns while ensuring compliance with federal regulations and investor guidelines.
Educate customers on payment options, escrow analyses, loan modifications, and loss mitigation processes.
Research and respond to escalated borrower concerns with professionalism and accuracy.
Document all customer interactions thoroughly within servicing systems.
Meet or exceed quality assurance standards and performance metrics in a high-volume call environment.
Collaborate with internal departments to ensure timely and accurate issue resolution

• Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
• Contributed ideas for process improvements that enhanced efficiency in handling customer inquiries.
• Assisted in the implementation of new systems or processes aimed at improving overall efficiency within the department
• Provided exceptional customer support via phone and email.
• Provided additional support to various claims departments when needed

• Provided exceptional customer service and support to ensure customer satisfaction
• Resolved customer inquiries, complaints, and issues in a timely and professional manner
• Maintained a high level of product knowledge to effectively assist customers with their needs
• Identified upsell and cross-sell opportunities within existing client base, resulting in a XX% increase in revenue

• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
• Provided technical support to customers via phone and email troubleshooting hardware and software issues
• Trained new employees on company policies, procedures, products/services ensuring consistent knowledge across the team

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
• Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues
• Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
• Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs
• Resolved customer complaints regarding pricing errors or product availability with professionalism
• Trained new employees on operating cash registers effectively
• Performed opening/closing duties including counting money in the register before/after shifts
• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Developed strategies to effectively handle escalated calls or difficult customers, ensuring prompt resolution while maintaining positive relationships
• Resolved customer complaints or issues escalated from agents in a timely manner while maintaining professionalism and empathy
• Participated in a comprehensive leadership training program to develop essential skills and knowledge for future leadership roles
• Provided guidance and support to team members by answering questions, providing feedback, and offering assistance when needed
• Mentored junior team members, providing guidance and support to help them achieve their professional goals
• Coordinated with external stakeholders such as suppliers or vendors to ensure timely delivery of goods/materials