Vickie L. Bush
Arlington,TX
Summary
Reliable business professional with experience in a proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Escalation Management Specialist
CHASE MORTGAGE
01.2013 - Current
- Responsible for directing all activities necessary to resolve escalated customer issues and answer inquiries that are received from internal partners (help line, Executive Office) and customers, in a timely, efficient, accurate and professional manner
- Issues received can include prime mortgage loans, and home equity loans and lines of credits
- Effectively communicate with customer's via phone or correspondence (email or mail) by acknowledging customer’s comments/emotions and clearly explaining complicated procedures or concepts
- Uses paraphrasing techniques and asks appropriate questions to qualify needs/expectations of customer's
- Identify root causes to complaints and provide recommendations to management for long term resolutions
Account Escalation Specialist
WASHINGTON MUTUAL CARD SERVICES
01.2001 - 01.2013
- Relieve customer service representatives of escalated inbound calls using problem solving techniques to address customer concerns regarding their credit card accounts
- Retain customers requesting to discontinue their accounts by emphasizing benefits ,features ,and services offered by company
- Educate customers in areas of usage and overall maintenance of their credit card account
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Education
Bachelor’s Degree - Business Administration
NORTH WOOD UNIVERSITY
Skills
- Experienced with several computer programs including:
- Windows XP, Microsoft Office, Outlook, Excel, Word, PowerPoint,
- Strong organizational and time management skills, Strong attention to detail, Strong analytical and problem solving skills, Proficient use of Windows
- And rapidly changing work environment, good time management skills Strong written and verbal communication skills, Knowledge of mortgage originations, processing, underwriting and closing processes Correspondence reports addressing them that are assigned due to customer with Highly Escalated issues Demonstrated ability to manage multiple priorities simultaneously as well as Ability to analyze and research to resolve issues
Timeline
Escalation Management Specialist
CHASE MORTGAGE
01.2013 - Current
Account Escalation Specialist
WASHINGTON MUTUAL CARD SERVICES
01.2001 - 01.2013
Bachelor’s Degree - Business Administration
NORTH WOOD UNIVERSITY
Similar Profiles
Lynn DohertyLynn Doherty
Home Loan Advisor at Chase MortgageHome Loan Advisor at Chase Mortgage
Kristian N. StewartKristian N. Stewart
Customer Research Specialist I at Freedom Mortgage CorporationCustomer Research Specialist I at Freedom Mortgage Corporation
Tanya RobertsTanya Roberts
Mortgage Loan Specialist at Crosscountry Mortgage IncMortgage Loan Specialist at Crosscountry Mortgage Inc