Yolanda Turpin
Fresno,TX
Summary
Seasoned account specialist bringing several years of related experience along with deep understanding of financial and payment matters as well as customer service and sales activities. Proficient in data verification, account updates and problem solving.
Overview
10
10
years of professional experience
Work History
Account Specialist III
JPMorgan Chase
Houston, TX
03.2024 - Current
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Developed and maintained strong relationships with key clients to ensure customer satisfaction.
- Work in a call center environment, 100 percent phone-based customer interaction.
- Assisted over 70 inbound calls in 260 seconds by responding to inquiries.
- Handle all credit card inquiries.
- Assisted customers in setting up online accounts and provided training on how to use the system.
Special Project -First Republic
JPMorgan Chase
Houston, TX
01.2024 - 03.2024
- Served as primary point of contact between outside vendors and partners and internal team members during the course of a project.
- Process domestic and international wires.
- Process all teller transactions.
Account Specialist L
JPMorgan Chase
Houston, TX
09.2023 - 01.2024
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Assisted customers in setting up online accounts and provided training on how to use the system.
- Assisted over 100 inbound calls in 260 seconds by responding to inquiries.
- Work in a call center environment 100 percent phone-based customer interaction.
Mortgage Customer Service Representative
Jones Lang LaSalle, JLL
Houston, TX
04.2022 - 03.2023
- Provided exceptional customer service to mortgage customers by responding promptly and accurately to inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Responds to all borrower inquiries via phone and/or correspondence, ensuring high-quality service and timely responses.
Customer Service Team Lead
Source Point Mortgage
Houston, TX
12.2020 - 11.2021
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Resolved customer issues using company processes and policies.
- Handled day-to-day customer contact via phone, fax, and email.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Held monthly meetings with associates to provide constructive feedback on performance.
Client Success Specialist
Beyond Finance
Houston, TX
05.2019 - 12.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customers' records.
- Provide a helpful and caring customer service experience over high-volume inbound and outbound client phone calls of varying complexity by responding to client requests.
Claims Specialist
Injured Federal Worker
Houston, TX
10.2016 - 11.2018
- Assisted with filing appeals on denied claims with insurance companies.
- Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.
- Generated weekly reports summarizing progress made on active cases.
Corporate Loan Processor
Hancock Mortgage Partners, LLC
Sugar Land, TX
03.2016 - 10.2016
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Assisted borrowers with questions regarding their loans after closing.
- Reviewed loan applications for accuracy and completeness.
Loan Processor
Sutherland Global
Houston, TX
01.2015 - 03.2016
- Reviewed loan applications for accuracy and completeness.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
Education
High School Diploma -
Gardena High
Gardena, CASanta Ana College
Santa Ana, CASkills
- Terms negotiation
- Account investigations
- Customer engagement
- Mentor/Training
- Microsoft office proficiency
- Customer relationship development
- Call center
- Loan processing
Timeline
Account Specialist III
JPMorgan Chase
03.2024 - Current
Special Project -First Republic
JPMorgan Chase
01.2024 - 03.2024
Account Specialist L
JPMorgan Chase
09.2023 - 01.2024
Mortgage Customer Service Representative
Jones Lang LaSalle, JLL
04.2022 - 03.2023
Customer Service Team Lead
Source Point Mortgage
12.2020 - 11.2021
Client Success Specialist
Beyond Finance
05.2019 - 12.2020
Claims Specialist
Injured Federal Worker
10.2016 - 11.2018
Corporate Loan Processor
Hancock Mortgage Partners, LLC
03.2016 - 10.2016
Loan Processor
Sutherland Global
01.2015 - 03.2016
High School Diploma -
Gardena High
Santa Ana College
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