Tiffany Sailes
Jacksonville,FL
Summary
Detail-oriented customer service representative with a proven track record in improving service workflows and client satisfaction. Skilled in managing high-stress situations while maintaining professionalism, fostering strong relationships, and ensuring compliance with organizational standards.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Citibank, NA
Jacksonville
06.2025 - Current
- Assisted customers with account inquiries and transaction details to ensure satisfaction.
- Resolved customer issues by effectively utilizing internal systems and resources.
- Provided timely resolutions to service requests, enhancing overall client experience.
- Collaborated with team members to improve service workflows and response times.
- Adapted quickly to new policies and procedures, ensuring compliance in service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Escrow Processor
Freedom Mortgage Corporation
Jacksonville
10.2019 - 04.2024
- Processed escrow transactions efficiently, ensuring compliance with regulatory requirements.
- Reviewed and verified loan documentation for accuracy and completeness.
- Coordinated communication between lenders, buyers, and real estate agents to facilitate timely closings.
- Streamlined workflow processes to enhance operational efficiency and reduce turnaround times.
- Maintained a high level of professionalism and attention to detail, resulting in consistently positive feedback from clients and colleagues alike.
Mortgage Specialist
LoanCare Service Link
Jacksonville, FL
03.2017 - 08.2019
- Achieved high customer retention rate through exceptional relationship management and personalized service.
- Enhanced client trust in the organization through transparent communication and consistent delivery on commitments.
- Managed mortgage payment processing and ensured compliance with regulatory requirements.
- Reviewed customer account information to resolve inquiries and discrepancies effectively.
- Coordinated loan modifications, ensuring timely communication with clients and stakeholders.
Customer Service Representative
Allstate Insurance Co
Jacksonville
05.2008 - 03.2019
- Maintained accurate records of customer interactions in CRM systems for follow-up actions.
- Communicated product features and benefits to customers, facilitating informed decision-making.
- Demonstrated strong problem-solving skills in high-pressure situations, fostering positive outcomes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Paxon Advanced Studies
Jacksonville, FLSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Payment processing
- Paperwork processing
- Product knowledge
- Product and service solutions
- CRM software
- POS systems expert
- Funds disbursement
- Loan document packages
Timeline
Customer Service Representative
Citibank, NA
06.2025 - Current
Escrow Processor
Freedom Mortgage Corporation
10.2019 - 04.2024
Mortgage Specialist
LoanCare Service Link
03.2017 - 08.2019
Customer Service Representative
Allstate Insurance Co
05.2008 - 03.2019
High School Diploma -
Paxon Advanced Studies