Ticia Ledet
Jacksonville,Florida
Summary
Highly skilled Loan Specialist with expertise in data accuracy and security. Hardworking professional with over 7 years of assisting clients, scheduling payments and reviewing credit histories. Knowledgeable in all credit procedures.
Overview
11
11
years of professional experience
Work History
Mail Processing Clerk
USPS
Jacksonville, FL
07.2021 - 05.2024
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
- Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.
- Used automated mail processing equipment to sort and collate mail.
- Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
- Delivered consistent performance under pressure during peak mailing seasons, effectively managing increased volumes without compromising service quality or efficiency.
Help Desk
City Facilities Management
Jacksonville, FL
09.2019 - 05.2020
- Provided customers and field support information related to open jobs processes and services.
- Maintained adherence to response and repair SLAs and KPIs.
- Served as centralized source for questions and troubleshooting.
- Conducted research to locate vendors who could provide the materials and tools needed for store repairs.
- Facilitated solutions to known problems according to company guidelines.
- Maintained a working knowledge of multiple systems and browsers while on the phone.
- Provided superior customer service and one call resolution to every client call.
- Conducted regular training sessions for new help desk staff, ensuring consistent service quality across the team.
- Championed end-user satisfaction by promptly addressing help desk inquiries and providing remote assistance when needed.
Content Review Analyst
Genpact, LLC
Jacksonville, FL
09.2018 - 09.2019
- Reviewed documents and videos according to client guidelines to determine if content is approved for release.
- Resolved inquiries empathetically and in a timely manner.
- Identified patterns in user behavior to predict potential areas of concern within the platform''s content ecosystem.
- Contributed valuable insights during regular team meetings, helping drive improvements across the entire Content Review Analyst team.
Client Relations Specialist
Johnson & Johnson
Jacksonville, FL
02.2015 - 06.2018
- Answered inquiries by clarifying information; researched, located and provide requested information.
- Documented complaints via email, voicemail and inbound calls.
- Adhered to call center scheduling parameters and FDCPA regulations.
- Established rapport with potential customers during sales calls, leading to increased conversion rates from prospects into active clients.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
Customer Service & Sales Specialist
Bank of America
Jacksonville, FL
10.2013 - 12.2014
- Complied with call metrics like call handle time, talk time, hold and aftercall.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Applied mortgage payments via phone with customers and documented each call.
- Answered all customers questions regarding taxes, insurance, deeds and payment increases.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Conducted outbound calls and followed up with customers when appropriate.
- Used consultative selling of purchased loans in a call center environment.
Education
HS Diploma -
Douglas Anderson School of the Arts
Jun 2010
Skills
- Experienced use of
- MS Office Suite, including Word, Project, Visio, Excel and PowerPoint
- Superior knowledge of inbound and outbound call center protocols
- Self motivated and detail oriented
- Excellent oral and written communication skills
- Problem-solving skills
- Organized with a demonstrated ability to manage multiple task and meet deadlines in a timely manner
- 10 years experience in call center environments
Timeline
Mail Processing Clerk
USPS
07.2021 - 05.2024
Help Desk
City Facilities Management
09.2019 - 05.2020
Content Review Analyst
Genpact, LLC
09.2018 - 09.2019
Client Relations Specialist
Johnson & Johnson
02.2015 - 06.2018
Customer Service & Sales Specialist
Bank of America
10.2013 - 12.2014
HS Diploma -
Douglas Anderson School of the Arts