Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Yvette Vance

Hazel Park,MI

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

25
25
years of professional experience

Work History

Customer Service Specialist

Edward Jones
St Louis, MO
06.2023 - Current
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.

Customer Service Representative

Delta Dental Of Michigan
Detroit, MI
11.2022 - 06.2023
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Payoff Specialist/Underwriter

Rocket Mortgage FieldHouse
Detroit, MI
10.2019 - 10.2022
  • Received payments and posted amounts to customer accounts.
  • Recorded information about status of collection efforts.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Calculated pro-rated amounts to determine mortgage payoffs to move refinancing package forward
  • Made outbound calls to banks and financial institutions to request payoff letters
  • Research and verified refinance loan packages for income, credit, employment, and property criteria to determine if loan meets government guidelines and is ultimately beneficial to the client

Education

High School Diploma -

Ferndale High School
Ferndale
06-1985

Skills

  • Customer Retention
  • Complaint Resolution
  • Report Generation
  • Account Management
  • Customer Relationship Management (CRM)
  • Call Centers
  • Telephone Etiquette
  • Good Communication Skills
  • Regulatory Compliance

Accomplishments

  • Completed the Mortgage Loan
    Originator exam for state and
    federal licensing on the first
    attempt (55% pass rate on the first
    try with pass rates declining for
    subsequent attempts) and
    ultimately obtained licensing in 13
    states to write and originate mortgage loans

Timeline

Customer Service Specialist

Edward Jones
06.2023 - Current

Customer Service Representative

Delta Dental Of Michigan
11.2022 - 06.2023

Payoff Specialist/Underwriter

Rocket Mortgage FieldHouse
10.2019 - 10.2022

High School Diploma -

Ferndale High School

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Yvette Vance