Simone Augustin
Englewood,CO
Summary
Experienced professional with over 25 years of expertise in customer service and administration. Dedicated to assisting individuals in achieving their goals and fulfilling their needs. Known for rapid learning abilities, exceptional organizational skills, and adeptness in handling diverse job responsibilities within strict deadlines and timeframes. Proficient in complex problem-solving, ensuring effective resolution of challenges.
Overview
20
20
years of professional experience
Work History
Loss Mitigation Supervisor
Specialized Loan Servicing
07.2021 - 08.2024
- Draft manual documents due to error in system
- Build/Use SQL Query to complete research
- Created drafts through a mail merge
- Complete Reconciliation of documents sent
- Process improvements, completing job aids, and new process implementations
- Promoted to supervisor 11/2022, new duties; approve timecards, track attendance, hiring, firing, performance reviews and management meetings
Tech Support Agent
TSYS Card Services
09.2019 - 12.2021
- Complete Inbound Tech support calls for merchants using our credit card machines
- Research card/payment information for accuracy
- Merchant statement explanation and information
Dispatcher
Xcel Energy
03.2017 - 05.2017
- Take inbound calls from customers experiencing issues with an appliance or HVAC system
- Schedule for repairs and/or send to a service partner for scheduling
Escrow Associate II
Specialized Loan Servicing
08.2014 - 08.2016
- Audit borrower's escrow account using Loan Serv program and Excel to maintain CFPB rules and regulation are followed as well as keep account balanced throughout the year, and all taxes and insurance are paid on time
CSR Specialist
Comcast
07.2011 - 12.2011
- Take inbound sales calls 2-10 calls an hour
- Set up new accounts in CSG
- Take customer payments ($20.00- $300.00)
- Run a credit screen and explain billing policies
Training Specialist
eCreek Solutions Group
11.2007 - 07.2011
- Recruit for new trainees by conducting phone interviews, hiring workshops, and background checks
- Train new hire classes of 15-30 people to make and/or take sales calls using CSG and VICI Dial
- Prepare/Create training materials utilizing Microsoft word and publisher
- Promoted to Trainer in 9/08
Assistant Manager
Massage Envy
11.2004 - 09.2007
- Open, close, and make daily deposits up to $500.00
- Check customers in and out using Oracle program
- Keep and maintain patient records and files
- Promoted to Assistant Manager 3/06
Education
Diploma -
Central High School
Salt Lake City, UTSkills
- SQL
- Microsoft Office Suite
- Organization
- Multiple SOR systems
- Active Listening
- Problem Solving
- Type 40 WPM
- Detail-oriented
Timeline
Loss Mitigation Supervisor
Specialized Loan Servicing
07.2021 - 08.2024
Tech Support Agent
TSYS Card Services
09.2019 - 12.2021
Dispatcher
Xcel Energy
03.2017 - 05.2017
Escrow Associate II
Specialized Loan Servicing
08.2014 - 08.2016
CSR Specialist
Comcast
07.2011 - 12.2011
Training Specialist
eCreek Solutions Group
11.2007 - 07.2011
Assistant Manager
Massage Envy
11.2004 - 09.2007
Diploma -
Central High School
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