Yeaply Vongor
Dallas,TX
Summary
Results-driven, detail-oriented, and customer-focused individual leveraging 5+ years' experience in loan processing, consumer healthcare, sales, and customer service. Proven track record for implementing customer relationship management programs to drive revenue profitability and customer retention. Excellent interpersonal communications, time management and organizational skills.
Overview
18
18
years of professional experience
Work History
DATA ENTRY/ LOCKBOX
City Bank- Irving TX
Irving
03.2023 - 12.2023
- Responsible for the day-to-day scanning and imaging of customer/client documents received via US mail, overnight mail and local courier.
MEMBER SERVICES SPECIALIST
United Healthcare - Dallas, TX
Dallas
09.2017 - 12.2021
- Appeal claims on behalf of members and providers, and provide follow-up once resolution has been determined
- Responded to all customer inquiries, in a timely manner, while building positive rapport with customers
- Investigate references and HR information that pertain to acquiring a loan
- Strategically investigated billing and account discrepancies to prevent impact to the company
- Promote Exchange, Short-Term, and/or Medicare products and assist with enrollment process.
MEMBER SPECIALIST
Prime Therapeutics - Dallas, TX
Dallas
10.2015 - 11.2016
- Maintain guiding principles and demand the highest standards of conduct from myself and others
- Managed a high-volume workload within a deadline-driven environment while meeting daily and weekly goals
- Achieved performance benchmarks in all areas (i.e
- Speed, accuracy, sales), by providing customers with quality product and service
- Assist in training newly hired employees to ensure everyone has adequate knowledge of proper procedures and the understanding of company goals.
MORTGAGE LOAN SPECIALIST
Wingspan Portfolio Advisors- Dallas, TX
Dallas
03.2011 - 03.2014
- Reviewed borrower financial package under the program modification standards and procedures and determined readiness for underwriting
- Carefully reviewing customer documents at origination or before closing using GFE and HUD comparison
- Examined loan documentation for accuracy and completeness for Fannie Mae, Freddie Mac, VA, USDA, HUD 184, SFO, HFI, FHA, DHHL, HAMP, NON-HAMP and other investor specific or specialty modification programs
- Correspond with the Customer Relationship Manager and Process Support to secure all required documents needed to complete disclosures to borrowers including truth in lending and verification.
Customer Service Representative
Billmatrix
, TX
01.2006 - 06.2010
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Set up and activated customer accounts.
- Consulted with customers to resolve service and billing issues.
DEFAULT SERVICING COMPLAINT RESOLUTION (DSCRS) ADVOCATE
Wingspan Portfolio Advisors - Dallas, TX
Dallas
- Resolved complaints by determining the cause of the issue then explaining the best solution to solve the problem
- Strategically investigated billing and account discrepancies to prevent impact to the company
- Expedited the correction or adjustment and following up to ensure resolution
- Maintained the highest customer satisfaction level for more than four consecutive months.
Education
A.A.S Business/Minor in Psychology -
Lon Morris College
12.2005
Skills
- Data Entry
- Sales
- Mortgage Lending
- Business Development
- Customer Relationship Management
- Capital Improvement
- Budget Management
- Customer Service
- Staff Development
- Management Training
- Revenue Profitability
- Resource Management
- Cross-selling/Up-selling
- Accuracy and Attention to Detail
- Document processing
- Customer Service-Oriented
- Data screening
Timeline
DATA ENTRY/ LOCKBOX
City Bank- Irving TX
03.2023 - 12.2023
MEMBER SERVICES SPECIALIST
United Healthcare - Dallas, TX
09.2017 - 12.2021
MEMBER SPECIALIST
Prime Therapeutics - Dallas, TX
10.2015 - 11.2016
MORTGAGE LOAN SPECIALIST
Wingspan Portfolio Advisors- Dallas, TX
03.2011 - 03.2014
Customer Service Representative
Billmatrix
01.2006 - 06.2010
DEFAULT SERVICING COMPLAINT RESOLUTION (DSCRS) ADVOCATE
Wingspan Portfolio Advisors - Dallas, TX
A.A.S Business/Minor in Psychology -
Lon Morris College
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