Chletta Nicholson

Representative will answer complex customer inquiries within an inbound ACD Call Center environment on behalf of both DMI and Private Label clientele

Maintain 80% availability to answer inbound ACD telephone calls daily

Answer complex customer inquiries concerning all aspects of loan servicing

Task each department with the appropriate research requests or inquiries that cannot be handled by telephone

Present a positive and professional demeanor at all times

Serve in a public relations capacity when dealing with both internal and external customers

Communicate and support total quality initiatives throughout the organization

Represent "Private Label" clients by using their organization name correctly while interacting with their customer base

Maintain knowledge base of current practices, procedures, and policies for each department within loan servicing

Maintain knowledge base of current practices, procedures, and policies for each Private Label client

Explore ideas for improved workflow and automation enhancements

Mentor new call center associates

Performs all other responsibilities and duties deemed necessary

The employee is regularly required to communicate (give/receive information) through multiple methods of communication.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job

• Identified and resolved discrepancies and errors in customer accounts.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Provide exceptional customer service!
• Efficiently and effectively manage a high volume of inbound and outbound calls.
• Review and process important electronic documents and associated content.
• Contribute to and support the strategic vision and direction of the Vendor Operations.
• Cold calling and/or sales.
• Experience with technology (specifically with mobile applications).
• Ability to multi-task.
• Able to handle multiple phones calls and respond to emails in a timely fashion.
• Customer service experience making outbound calls and handling tasks while also handling phone calls.
• Training.
• Develop and maintain positive vendor relations to ensure superior customer satisfaction.
• Receive and handle customer calls and email requests for services.
• Manage the scheduling and completion of all services assigned by customers.
• Manage real-time inquiries while keeping track of and responding to commitments to follow up with customer/vendor inquiries.
• Identify, research and resolve customer issues using the company’s web-based systems and databases.
• Source new vendors to perform required services, as needed.
• Resolve or escalate all disputes or un-satisfied service confirmations.
• Maintain open communication with Vendors in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship.
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in-person.
• Enter information into our database and ensure consistency and accuracy.
• Met sales goals by offering excellent customer service.
• Answered questions and assisted customers with item selection and location.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Selected correct products based on customer needs, product specifications and applicable regulations.
• Built relationships with customers and community to promote long term business growth.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

• Resolved customers' complaints via phone, email, mail, or social media.
• Verified account information as well as cancelled/updated personal accounts.
• Built blueprint of seats for warehouse.
• Assisted with placement of orders, refunds, or exchanges.
• Achieved or exceeded company-defined sales quotas.
• Set and achieved company defined sales goals.
• Monitored service after sale and implemented quick and effective problem resolutions.
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
• Trained new employees on customer service, money handling and organizing strategies.
• Developed and maintained strong working relationships with professionals within assigned territory.

• Reviewed documentation for completeness and compliance with GMPS and HACCP.
• Entered data for entire department and inspected paperwork.
• Communicated problems/out of specification issues to Plant Manager.
• Did random in-process testing to verify operators' results.
• Worked with specific production team members to rectify production issues and maintain high-quality final products.
• Performed frequent visual inspections to root out tolerance and compliance issues.
• Collected samples during production and tested randomly to determine in-process product quality.
• Recorded defects and coordinated issue resolution with development team and functional leads.
• Identified defects during cyclical checks.
• Identified and helped resolve non-conforming product issues.
• Utilized gauges, tools and equipment to complete in-depth assessments.
• Inspected and packaged products meticulously according to manufacturing specifications.
• Recorded inspection and test data such as weights, temperatures, grades and quantities inspected and graded.
• Maintained high standard of workmanship by using only approved data, materials, tools and test equipment.

• Assisted Sales Executives on (Meditech/EMR) sales pursuits for new and existing accounts.
• Supported others in the achievement of their quota.
• Attended customer meetings.
• Developed skills and knowledge of NTT DATA's service capabilities as well as the overall sales processes.
• Begun to develop specialized knowledge within a specific service offering or industry.
• Assisted with tracking sales activities and status within CRM tool.

• Reviewed documentation for completeness and compliance with GMPs and SOPs.
• Did random in-process testing to verify operators' results.
• Released materials for use and reviewed documentation for completeness.
• Communicated problems/out-of-specification issues to supervisor.
• Assisted supervisor/lead in conducting investigations.
• Complied with safety and GMP requirement.
• Completed precise measurements using special tools.
• Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.

• Organized, confirmed, processed, and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
• Secured payments.
• Verified and adjusted billing.
• Activated and filed room keys.
• Processed all guest requests and relayed messages.
• Printed contingency lists to have a record of all guests in case of emergency.
• Identified and explained room features to guests; supplied guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
• Ensured that any outstanding requests or problems from the previous day received top priority and were resolved.
• Ran and reviewed daily reports/logs.
• Completed designated cashier and closing reports in the computer system.
• Accepted and recorded wake-up call requests and delivered to appropriate department.
• Counted bank at beginning and end of shift; secured bank.
• Processed all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provided change.
• Notified Loss Prevention/Security of any guest reports of theft.

• Audited inventory to keep systems in balance during daily order processing.
• Researched and resolved all keyed issues, adjustments and discrepancies.
• Ensured compliance with established internal control procedures.
• Assisted in maintaining inventory accuracy.
• Completed follow up to all previous inventory adjustments.
• Completed and reviewed cycle counts.
• Maintained time control tables consistent with base tables, key and review allocations.
• Received products from vendors to check for quality.
• Communicated potential quality issues to buyers.
• Maintained quality control and inventory control manuals.