Valorie Conti Seger
Tempe,USA
Summary
Customer service and technical support expert proficient in problem-solving and relationship management. Skilled in conducting detailed analysis to support strategic planning and enhancing service delivery, with a focus on educating clients about complex product features and retirement options.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Tech Support
Consumer Cellular
12.2024 - Current
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, enhancing customer satisfaction.
- Implemented proactive measures like personalized follow-up emails and courtesy calls to confirm customer satisfaction after issue resolution.
- Assisted customers with product selection, order placement, and shipment tracking to ensure accurate, timely delivery.
Randstad Contractor
Vanguard
Scottsdale, AZ
03.2024 - 12.2024
- Resolved technical issues for clients, ensuring timely solutions and maintaining client satisfaction.
- Managed numerous high-pressure calls with key clients to address their concerns.
- Advised clients on retirement fund options, enhancing their understanding of available investment strategies.
- Educated clients on retirement plans and benefits options.
- Assisted in developing personalized retirement strategies for clients.
- Processed required minimum distributions (RMD) for clients, facilitating compliance with retirement regulations.
- Conducted detailed research into pension plans and other investment options suitable for clients' needs.
- Assisted customers in understanding the tax implications of various retirement savings.
Customer Experience Center
FlagStar Bank
03.2022 - 03.2024
- Explained mortgage inquiries and processed requests for escrow, taxes, insurance, loan details, recasts, and assumptions.
- Supported customer inquiries and addressed questions, enhancing overall satisfaction.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Resolved customer issues through effective problem-solving, ensuring timely and efficient outcomes.
- Completed day-to-day duties accurately and efficiently.
- Delivered knowledgeable and friendly service to resolve customer problems, fostering high satisfaction.
Customer Service Representative
Cenlar FSB
Tempe, AZ
11.2021 - 02.2022
- Managed mortgage account inquiries and resolved customer issues efficiently.
- Assisted customers in understanding loan terms and mortgage options clearly.
- Assisted clients in understanding mortgage terms and repayment processes.
- Tracked customer disputes and complaints related to collections activities, providing insights to improve customer satisfaction.
- Processed loan payments and maintained accurate account records consistently.
- Confirmed on-time mortgage payments as per signed agreements, reviewing records monthly to reduce past-due accounts.
- Contacted customers via phone and mail to negotiate payment arrangements, ensuring compliance with company policies and fostering positive customer relationships.
- Initiated contact with delinquent borrowers to discuss payment plans or other solutions.
- Reviewed delinquent accounts to identify and implement effective resolution strategies.
- Utilized collection software to track and analyze account information efficiently.
- Collaborated with cross-functional teams to ensure compliance with mortgage regulations.
- Inbound calls regarding escrow taxes and insurance shortages payments task forbearance default year end recast pmi etc
Performing Loan Consultant
Shellpoint Mortgage Servicing
Tempe, AZ
07.2020 - 10.2021
- My job responsibilities include taking payment, bringing default customers current by setting up any repayment assistance, explaining homeowners insurance policy's, as well I explained taxes, transfer calls to appropriate departments or extensions.
- Communicated with third-party companies, including attorneys, to facilitate case resolutions.
- Applied empathy in distressed situations and assisted with various tasks.
Customer Service Representative
Mr. Cooper
Chandler, AZ
07.2017 - 02.2020
- Managed inbound calls from homeowners and USAA members regarding mortgage inquiries.
- Handled escalation calls to resolve complex customer issues.
- Consistently exceeded performance metrics in phone communication skills.
- Achieved numerous awards for excellence in customer service calls.
- Maintained high-quality assurance statistics through thorough documentation reviews.
- Processed payments, clarified tax and insurance details, and sent relevant documents.
- Filed complaints to address customer concerns.
- Engaged with county officials and attorneys to resolve servicing issues.
- Demonstrated proficiency in sales to drive revenue growth.
- Provided guidance on job-related issues to new hires during their first weeks with the organization.
Manager
McDonald's
Tempe, AZ
07.2015 - 06.2017
- Managed cash handling, processed phone and in-person orders, cleaned equipment and dining areas, worked various shifts, created employee schedules, and assigned staff to positions at shift start.
- Oversaw kitchen operations and conducted drawer counts at shift end to ensure accuracy.
- Coordinated shifts and scheduled staff to meet business needs effectively.
- Managed inventory levels and ordered supplies to ensure operational efficiency.
- Implemented safety protocols and ensured compliance with health regulations.
- Conducted staff performance evaluations and provided constructive feedback regularly.
- Resolved customer complaints promptly to maintain satisfaction and loyalty.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Handled money, interacting in phone and face to face orders, cleaning equipment and dining areas, worked first third and second shifts, made employee schedules and placed them in their positions at the start of there shifts.
- Executed opening, closing, and shift change procedures daily to uphold operational standards.
Education
High School Diploma -
Marcos De Niza High School
Tempe, AZ05-2016
Skills
- Customer relationship management
- Technical support
- Call handling
- Multitasking and organization
- Retirement planning
- Call escalation management
- Problem solving
- Active listening
- Team collaboration
- Customer engagement
- Empathy and patience
- Banking operations support
- Loss mitigation
- Loan servicing
Certification
Driver's License
Additional Information - Authorized To Work
US for any employer
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Representative/Tech Support
Consumer Cellular
12.2024 - Current
Randstad Contractor
Vanguard
03.2024 - 12.2024
Customer Experience Center
FlagStar Bank
03.2022 - 03.2024
Customer Service Representative
Cenlar FSB
11.2021 - 02.2022
Performing Loan Consultant
Shellpoint Mortgage Servicing
07.2020 - 10.2021
Customer Service Representative
Mr. Cooper
07.2017 - 02.2020
Manager
McDonald's
07.2015 - 06.2017
High School Diploma -
Marcos De Niza High School