Shannon Deer
Charlotte,NC
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
17
17
years of professional experience
Work History
Outbound Contact Center Representative
LendingTree
08.2015 - 05.2023
- Consistently met or exceeded sales targets by effectively promoting products or services during customer interactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Called customers that have submitted forms and connected them with approved lenders
- Tracked call results in CRM systems
- Promoted approved lenders during customer interactions
- Thoroughly sold Lending Tree offerings
Senior Mortgage Loan Processor
NACA
05.2011 - 04.2014
- Improved interdepartmental communication by establishing clear protocols for sharing information among team members.
- Communicated with originator and applicant concerning progress of loan file.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.
- Promoted teamwork within departments by fostering inclusive environment and encouraging open communication among colleagues.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Set up and completed loan submission packages.
- Analyzed borrower credit reports and income statements to verify accuracy.
Senior Collector
NCO
10.2010 - 05.2011
- Collected on delinquent accounts to reduce overdue balances.
- Entered client details and notes into system for interdepartmental access and review.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Set and monitored performance goals for collection teams, consistently achieving or surpassing targets for account resolution and revenue recovery.
- Maintained consistently high success rate of collecting on overdue accounts.
- Mentored new employees on best practices in collections techniques, fostering culture of continuous learning within teams.
- Developed strong relationships with customers to foster timely payments and account resolution.
Late Collector/Customer Service Representative
CitiFinancial
10.2006 - 09.2010
- Reached out to approximately 150+ account holders daily.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Achieved performance goals on consistent basis.
- Disposed of hazardous materials in appropriate manner.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Consistently met or exceeded individual performance metrics while contributing to team goals as reliable team player.
Skills
- Estimating
- Performance monitoring
- Answering questions
- Billing Adjustments and Refunds
- Excellent verbal and communication skills, data entry, able to create letters and emails
- Strong customer service, working proficiently under pressure, capable of measuring deadlines with urgency
- Competent to work independently and with team members
- Microsoft Office, Outlook, Word, Excel and Internet
Timeline
Outbound Contact Center Representative
LendingTree
08.2015 - 05.2023
Senior Mortgage Loan Processor
NACA
05.2011 - 04.2014
Senior Collector
NCO
10.2010 - 05.2011
Late Collector/Customer Service Representative
CitiFinancial
10.2006 - 09.2010
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