TUDEKA ADAMS
West Chicago
Summary
I am a professional seeking a rewarding employment opportunity with a dynamic company. I have great customer service experience and background to match. I am very qualified to lead, help create, and or contribute to any team of exceptional people.
Overview
15
15
years of professional experience
Work History
Admissions Representative
Triumph CSR Acquisition LLC
11.2022 - Current
- Facilitated student enrollment processes through effective communication and relationship-building.
- Guided prospective students in understanding program offerings and admission criteria.
- Streamlined application review procedures to enhance efficiency and reduce processing time.
- Mentored junior staff on best practices for student outreach and engagement strategies.
Customer Service Specialist
Dovenmuehle Mortgage, Inc.
12.2020 - Current
- Answer ACD telephone calls daily.
- Resolve complex customer inquiries and concerns.
- Delegate research requests or inquiries to appropriate representatives.
- Present a positive and professional demeanor at all times.
- Serve in a public relations capacity with both internal and external customers.
- Convey and support organization initiatives.
- Hold and maintain strong etiquette for organization practices, procedures, and policies.
- Explore ideas for improved workflow and developments.
- Perform all other responsibilities and duties deemed necessary.
Call Center Representative/Team Lead
Bath Wraps
03.2019 - 12.2019
- Schedule appointments for potential customers.
- Open and prepare department for employee shift.
- Answer inquiries concerning company products and procedures.
- Assess customer product requirements/needs.
- Organize and create team building events.
- Assist in enhancing employee to company relations.
- Assist coworkers when needed to enhance team performance.
Housing Clerk
Chicago Housing Authority
08.2018 - 03.2019
- Ensure documents are accurately filed, scanned and indexed within 48 hours of receipt.
- Open, sort and route incoming mail; Prepare outgoing mail.
- Operate office machines including scanners, copiers and fax machines.
- Assist operational teams with administrative needs.
- Provide back-up support for Receptionist.
- Respond to participant, landlord and other clients’ questions and concerns.
- Perform data entry into SharePoint and PHA business system.
- Provide excellent customer service to participants, landlords, co-workers, client and vendors.
- Obtain certification in Housing Choice Voucher Basics within 120 days of employment.
Mortgage Servicing Specialist
HSBC
08.2012 - 12.2016
- Maintain queue of approx. 250 customers that are delinquent or require special handling.
- Managed time effectively to ensure all accounts are dialed a minimum of three times per week.
- Identify high risk accounts and develop strategies to cure delinquency.
- Handle more difficult accounts delicately including initiating legal action, foreclosures, and accepting debt management proposals.
- Assist clients with complex issues regarding Lender Placed Insurance, Escrow accounts, pending tax sales, payment arrangements, and availability of government programs and/or assistance.
- Oversee submission, processing and follow up on loss mitigation treatments
- Maintain quality average of 100 % for all calls reviewed for accuracy.
- Demonstrate knowledge of secured loan documents and procedures.
- Maintain an ongoing knowledge of regulatory standards and/or requirements.
Senior PSR/Shift Supervisor
PLS Financial Services
01.2011 - 07.2012
- Open and close financial store.
- Assign daily tasks to CSRs.
- Monitor amounts of master cash.
- Distribute individual employee cash drawers.
- Issue loans and process payments.
- Exercise sound judgment regarding fee reversal while balancing company guidelines and customer satisfaction
- Provide fast and accurate customer service.
- Research, analyze, resolve, and communicate account issues with clients.
- Adhere to time schedule; manage time to provide maximum availability for valued customers.
- Make outbound calls to past due customers.
Education
Certificate of Completion -
Lincoln College of Technology
Melrose, IL01.2010
Diploma - undefined
Proviso West High School
Hillside, IL01.2006
Certificate - Emergency Management
Harper College
Palatine, IL05-2023
Skills
- Performs well under pressure
- Professional and Hardworking
- Great Team Leader
- Microsoft Office Word Processor
- Publisher, Excel, and Power Point
- Reliable and Energetic
- Organized and Flexible
- People Person
- Flexible
- Strong work ethic
Timeline
Admissions Representative
Triumph CSR Acquisition LLC
11.2022 - Current
Customer Service Specialist
Dovenmuehle Mortgage, Inc.
12.2020 - Current
Call Center Representative/Team Lead
Bath Wraps
03.2019 - 12.2019
Housing Clerk
Chicago Housing Authority
08.2018 - 03.2019
Mortgage Servicing Specialist
HSBC
08.2012 - 12.2016
Senior PSR/Shift Supervisor
PLS Financial Services
01.2011 - 07.2012
Diploma - undefined
Proviso West High School
Certificate of Completion -
Lincoln College of Technology
Certificate - Emergency Management
Harper College
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