Customer Care Sales Specialist
American Express
09.2022 - Current
Hi, I’m
Thomas Steward
Residential Finance
Pea Ridge,AR
Summary
Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Work History
Freedom Mortgage CompanyMoorestown , NJ
I/T Service Desk Team Lead
07.2021 - 08.2022
Job overview
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Devised solutions to operations issues related to [System] and [Software], working closely via phone, email, live chat and web teleconference.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Educated customers about billing, payment processing and support policies and procedures.
Equity Prime MortgageAtlanta, GA
Vice President of Sales
04.2019 - 09.2020
Job overview
- Fostered performance development of staff through ongoing coaching and mentoring on best practices.
- Boosted profitability [Number]% by developing [Number]-person leadership team, communicating expectations and leveraging company's resources.
- Crafted overall account sales strategies and coordinated activities of sales executives to achieve revenue goals.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Managed entire sales cycle across customer accounts, proposing and closing sales to achieve total revenue growth, profit and customer satisfaction plans.
- Maintained 100% accuracy while processing application and appraisal payments for hundreds of clients daily.
Interlic Mortgage Columbus, Ohio
Sales Manager
08.2018 - 05.2019
Job overview
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Managed a call center team on taking inbound call leads and to convert them into applications. Coaching the team on maintaining customer service levels when working a high volume of calls.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Wells Fargo Columbus, Ohio
Loan Officer
01.2016 - 03.2018
Job overview
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Monitored pipelines to track and log status of loans.
- Developed prospects for new loans by conducting 500 cold calls weekly. 500/500/500. 500 calls/500k in applications/ 500k in funded volume was our tag line.
- Managed a inbound calls daily to provide a cross sell to new and past customers mortgage programs to meet their financial needs.
American ExpressPea Ridge, AR
Customer Care Sales Specialist
09.2022 - Current
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Ohio State UniversityColumbus, OH
Associate of Applied Business
05.1997
Skills
- Microsoft Windows and Office
- Upbeat and Positive Personality
- Customer Satisfaction
- Upselling Products and Services
- High-Volume Call Centers
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
Accomplishments
- Developed direct mass mailing, which resulted in 5% growth customer base
- Ability to make 100-150outbound calls to generate new customers and service existing customers
- Networking with area realtorsto generate new purchase business
- Tri county realtor Assoc meetings and BIA member in 2011.
Timeline
I/T Service Desk Team Lead
Freedom Mortgage Company
07.2021 - 08.2022
Vice President of Sales
Equity Prime Mortgage
04.2019 - 09.2020
Sales Manager
Interlic Mortgage
08.2018 - 05.2019
Loan Officer
Wells Fargo
01.2016 - 03.2018
Ohio State University
Associate of Applied Business
Overview
8
years of professional experience
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