Amara Charleus
Frederick,MD
Summary
Experienced customer service specialist with a strong background in retail, remote, and in-person call center support. Demonstrated expertise in delivering exceptional service and efficiently resolving customer inquiries. Proven ability to adapt to diverse environments and effectively communicate with customers to ensure satisfaction. Adept at utilizing problem-solving skills to address complex issues and provide timely resolutions.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Stonemark Flooring
08.2024 - Current
- Respond to 40 + emails from builders to complete on their customers flooring.
- Write tickets received from builders for subcontractors.
- QC tickets before taking to production team for pulling materials needed
- Responsible for specific builder communications and scheduling with there customers.
Independent Contractor
Liveops
01.2023 - 06.2024
- Inbound Calls for AbbVie
- Assisting with updating medication information
- Direct customer to approbate department for assistance.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
Independent Contractor
Working Solutions
01.2022 - 03.2023
- Consulted with customers to assess needs and propose optimal solutions.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Gathered, organized and input information into digital database.
Bridal Consultant
David's Bridal
01.2018 - 04.2019
- Assist Brides with find their wedding dress
- Call Brides to ensure that all her purchases have been made
Team Lead
FGMC
11.2016 - 01.2018
- Outstanding Docs Report
- Missing Docs Reports
- Closing Package Reports
- Assisting with Maintaining and updating procedures
- Collateral Requests from Investor Data Reporting
- Ordering Shipping/HUD Supplies
- Daily File Handling Responsibilities
- End of Day Closing
- Mailing NORS and Final DOCs to Good Mortgage
- Assisting Team members when needed
Final DOCs Specialist
FGMC
08.2015 - 11.2016
- Followed all company policies and procedures to deliver quality work.
- Collected, arranged, and input information into database system.
- Verified all relevant information was present in document packet prior to mailing.
Agent Relations
WELLS FARGO
10.2014 - 05.2016
- Facilitate meetings with offshore team regarding workload
- Conduct monthly audits and provide results, and answer questions or concerns
- Conduct agent interviews to join REO network and service properties
- Manage the agent application project by contacting the agents, updating the data, emailing, and providing management with daily updates until project was completed
- Ensure agent questions or concerns are resolved or directed to the appropriate department with 24 hours
- Complete market assessments when searching for an agent to service a property
- Assist agents with agent training certifications, and responded to questions and concerns
- Work on numerous projects and spreadsheets (SQL Server Reporting Service report, Premiere Asset Services new agent status, Agent training Course)
Customer Service
10.2013 - 02.2014
- Receive incoming calls from customers
- Assist customers with questions and concerns regarding their mortgages
- Provide customers with benefits and products that may be available
- Direct customers to the appropriate department
Education
High School Diploma -
High Point High School
Beltsville, MD06.1998
Skills
- Customer Service
- Cashier
- Shift Supervisor
- Contact Center
- Payment /Billing Support
- Team Lead
- Call center experience
- Multi-task management
- Microsoft outlook
- Data entry
Timeline
Customer Service Representative
Stonemark Flooring
08.2024 - Current
Independent Contractor
Liveops
01.2023 - 06.2024
Independent Contractor
Working Solutions
01.2022 - 03.2023
Bridal Consultant
David's Bridal
01.2018 - 04.2019
Team Lead
FGMC
11.2016 - 01.2018
Final DOCs Specialist
FGMC
08.2015 - 11.2016
Agent Relations
WELLS FARGO
10.2014 - 05.2016
Customer Service
10.2013 - 02.2014
High School Diploma -
High Point High School
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