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
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
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
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
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
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
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