Microsoft 365
Sharron Davis
Jacksonville,FL
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
10
10
years of professional experience
Work History
Relationship Specialist III
First Citizens Bank
08.2019 - 06.2024
- Works proactively with customers to resolve discrepancies.
- Reconciles account statuses using analysis of current and historical invoicing and payment activities
- . Serves as a liaison with cash operations and cash application specialists to research and reconcile misapplied payments or issues
- . Resolves all overdue account balances, unassigned cash, and payment discrepancies through research, communication, and follow-up with clients or field operations.
- Monitors changes in customer financial status and payment patterns.
- Played a pivotal role in training, facilitating side-by-side sessions for new and existing team members.
- Actively collaborated with peers and management to communicate important updates and enhance morale within the department.
- Delivered exceptional customer service during collection calls while maintaining a calm and professional demeanor
- Managed department call volume of 60 calls per day and coordinated department schedules to maximize coverage during peak hours.
CUSTOMER SERVICE REP, PERFORMANCE COACH, TEAM LEAD
LoanCare Service Link
04.2014 - 07.2019
- Handle inbound and outbound calls from customers Perform customer verifications Provide information in response to inquiries about mortgage products and services
- Obtain and evaluate all relevant information to handle inquiries and complaints Explained payments histories, mortgage insurance, taxes and homeowner's insurance inquire Support questions about mortgage closing documents
- Assist in nesting and shadow new hire Customer Service representatives through training Collaborated with upper management on development of customer service department Facilitated call calibration and documentation training sessions
- Call Monitored and provided coaching according to CARES training Executed emailed daily communication regarding policy and training update Boosted performance of existing team members Held special events such as Lunch and Learn to coach team members with calls per hour and quality training
- Provide information in response to inquiries about mortgage products and services Research and resolve customer inquiries related to escrow trial and final analysis Performed monthly audits for client call reviews for department managers Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner Contributes to team effort by accomplishing related results as needed
Education
High School Diploma -
Samuel W. Wolfson High School
Jacksonville, FL06.1994
Some College (No Degree) -
Florida State College At Jacksonville
Jacksonville, FLSkills
- Patience and Tolerance
- Active Learning
- Self-awareness
- Open-mindedness
- Collaborative Approach
- Giving Feedback
- Problem-solving abilities
- Customer Service
Software
Excel
Powerpoint
Salesforce
Infolease
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridAffiliations
- Toast Masters
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Relationship Specialist III
First Citizens Bank
08.2019 - 06.2024
CUSTOMER SERVICE REP, PERFORMANCE COACH, TEAM LEAD
LoanCare Service Link
04.2014 - 07.2019
High School Diploma -
Samuel W. Wolfson High School
Some College (No Degree) -
Florida State College At Jacksonville
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