Mosi Moore
Las Vegas,NV
Summary
Hardworking and trustworthy individual seeking team-oriented environment. Adept in multitasking and maintaining grace and efficiency in high-pressure situations to serve customer needs, delivers exceptional service and boost business revenues.
Overview
4
4
years of professional experience
Work History
Collections Specialist
Credit One Bank N.A.
Las Vegas, NV
10.2022 - 11.2023
- Implemented effective strategies resulting in reduced delinquency rates, improved customer service, and increased collections.
- Conducted analysis of account histories, observed payment activities, and resolved discrepancies.
- Collaborated with internal departments to address and rectify issues related to customer disputes on billing errors or incorrect charges.
Research Analyst
PennyMac Loan Services
Las Vegas, NV
04.2021 - 09.2022
- Ensured accurate and timely submission of loan and related documents
- Utilized expertise and personable approach to address a range of customer concerns, resulting in improved satisfaction.
- Conducted thorough review of current documentation and suggested enhancements.
- Effectively liaised with different departments to achieve timely and efficient solutions for complex matters.
- Ensured timely resolution of customer escalations.
- Assumed responsibility for instructing newly hired staff members on best practices for customer service techniques and processes.
Retail Dispatch
PennyMac Loan Services
Las Vegas, NV
03.2020 - 04.2021
- Provided high-quality customer support for sales and service needs in a professional and polite manner.
- Resolved customer inquiries regarding mortgage products quickly and professionally.
- Followed up regularly with existing clients about refinancing options available based on changing market conditions.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Conducted client engagement activities and provided borrowers with needed information to make decisions concerning mortgage loans.
Team Associate
Hot Topic
Las Vegas, NV
08.2019 - 03.2020
- Offered help to customers with specialty products, addressing their questions and providing necessary support.
- Delivered thorough training to new team members regarding operation procedures and customer service
- Offered assistance to customers regarding account updates, new service additions and promotional offers
- Successfully increased sales and add-on purchases through promotion of specific item options
- Showcased products, explained their features, and skillfully addressed customer concerns to drive sales
Education
Associate of Arts -
Pierce College
Woodland Hills, CASkills
- Account Reconciliation
- Customer Research
- Call Center Background
- High-Energy Attitude
- Conflict Resolution
- Credit Card Payment Processing
- Problem-Solving Abilities
- Sales Expertise
- Critical Thinking
- Active Listening
- Positive and Professional
Timeline
Collections Specialist
Credit One Bank N.A.
10.2022 - 11.2023
Research Analyst
PennyMac Loan Services
04.2021 - 09.2022
Retail Dispatch
PennyMac Loan Services
03.2020 - 04.2021
Team Associate
Hot Topic
08.2019 - 03.2020
Associate of Arts -
Pierce College
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