Summary
Overview
Work History
Education
Skills
Certification
Timeline
6e

Velma Dillard

Customer Service Specialist
Fort Worth,Tx

Summary

Dynamic customer service professional with proven expertise at PennyMac Loan Services, adept at problem solving and relationship management. Successfully established debt payment plans while navigating complex tax issues. Recognized for delivering exceptional service and identifying customer needs, enhancing satisfaction and loyalty. Skilled in product knowledge and regulatory compliance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Rep 1 Customer Service

PennyMac Loan Services
Fort Worth
10.2023 - Current
  • Handled customer complaints effectively, maintaining a professional demeanor and showing understanding of concerns
  • Set up debt payment plans based on client credit, income and assets.
  • Stayed abreast of lending regulations, industry trends and market rates.
  • Discussed and explained various tax forms with taxpayers.
  • Conducted research on different tax issues and remained up to date on tax law changes.

Sale/Retention Escalation Specialist

Spectrum
Fort Worth
03.2013 - 03.2023
  • Documented detailed reports of all escalations and resolutions.
  • Identified needs of customers promptly and efficiently.
  • Listened to customer needs to identify and recommend best products and services.
  • Recognized security risks to properly handle situations.

Education

3.5 - Data Entry

Mansfield Business School
Fort Worth, TX
03-1990

GED -

Western Hills High
Fort Worth, TX
05-1987

Skills

  • Customer service excellence
  • Product expertise
  • Relationship management
  • Problem solving

Certification

  • I am Notary

Timeline

Rep 1 Customer Service

PennyMac Loan Services
10.2023 - Current

Sale/Retention Escalation Specialist

Spectrum
03.2013 - 03.2023

3.5 - Data Entry

Mansfield Business School

GED -

Western Hills High

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Velma DillardCustomer Service Specialist