1. 1
References Available Upon Request
Ashley A. Trotter
Ashleyatrotter@hotmail.com 6551 Eagle Crest, North Richland Hills, Texas, 76180 (469) 601-7476
OBJECTIVES
I’m seeking a career in a challenging, rewarding & diverse atmosphere, which will allow me to learn new
technologies and skills while utilizing my previous experiences to improve beyond my abilities. The ideal
role would be one which was full of creative opportunities for growth and advancement and exceed
expectations to excel within the company.
. I’m eager to utilize my strong work ethic, education, and expertise in a Call Center environment; Customer
Relations and/or Mortgage.
EDUCATION
O D Wyatt High School
May 2007 Diploma
 Maintained a 3.4 GPA
EXPERIENCE
Colvin Resources Group/Nationstar Mortgage LLC  Irving, Texas
Document Control Rep and/ Customer Relations July 2013 – October 2013
Verifies all documentation with regards to: income, credit, appraisal and title information. Promptly,
accurately reviews and understands multiple types of modification documents and supporting
documentation, and compares modification details with the system of record, recognizing differences
between the two.
ACCOMPLISHMENTS
 Register, track, and ship collateral files/documents.
 Explore and analyze files for missing documentation.
 Assist in absolving problem files and documentation associated with these files.
 Run reports and scan documents in order to process lien releases.
 Manage multiple priorities with minimal supervision.
 Effective verbal and written communication skills with internal and external customers.
 Successful implementation of projects and process improvements according to established timelines
and strategic direction of the company.
ASHLEY A. TROTTER

2. 2
References Available Upon Request
Ashley A. Trotter
DSS Research Call Center  Fort Worth, Texas
Customer Service Rep May 2009– August 2009
Making and receiving calls to/from health-care beneficiaries on behalf of clients. Ensuring quality of service
and health plans. Provided an elevated customer service experience to provide a loyal clientele.
ACCOMPLISHMENTS
 Assisted in the managing of the company database and verified, edited, and modified members’
information.
 Researched, calmed and rapidly resolved client/customer conflicts to prevent loss of key accounts.
 Professionally, processed 180+ calls per day.
Wal-Mart Supercenter  Fort Worth, Texas
Customer Service Cashier October 2009– June 2010
Responsible for handling guest complaints and compliments, returning merchandise to shelves, accepting returns
and exchanges, refunding money and maintaining a balanced cash drawer. They may also activate gift cards,
phone cards and handle requests for money orders. Responsible for ensuring guest satisfaction during all aspects
of their shopping experience. Primarily involves engaging with customers and assisting in sales.
ACCOMPLISHMENTS
 Greeted customers and determined their needs and wants
 Discussed type, quality and number of merchandise required for purchase
 Recommended merchandise based on individual requirements
 Advised customers on utilization and care of merchandise
 Provided advice to clients regarding particular products or services
 Explained the use and advantage of merchandise to customers
 Answered customers’ queries and concerns
 Showed the live working of merchandise
 Quoted prices and discounts as well as credit terms, trade-in allowances, warranties and delivery
dates
 Prepared sales contracts and accepted payment through cash, cheque and credit card
 Maintained sales records for inventory control
 Assisted in display of merchandise

3. 3
References Available Upon Request
Ashley A. Trotter
SKILLS
 Possess exceptional analytical skills, communication abilities (both oral and written), and customer
services and interpersonal relationship skills.
 Achievement-focused professional with exceptional leadership skills.
 Detail-oriented with ability to manage multiple projects simultaneously.
 Customer-focused problem solver, who effectively handles difficult situations.
 Build relationships that lead to improved communication and productivity.
 Maintain documentation related to analysis of extensive amounts of data.
 Utilize information to develop and present complex, detailed reports.
 Proficient Navigator in MS Office (Word, Excel, PowerPoint, Access, Outlook) Doctrack, and
Lotus with strong typing/data entry skills
 Capable individual contributor with flexibility to work efficiently and cooperatively within team
environment
 Strong organizational skills
 Ability to evaluate and prioritize day to day tasks and projects
 Recognizes when to escalate situations to management for resolution
 Attention to detail, accuracy with numbers and efficiency in completing multiple-tasks
 Apply logical analysis to research tasks
 Ability to maintain strict confidentiality
 Understanding of various pay types and respective handling
 Ability to sit or stand for long periods and lift 25 pounds
 Ability to work OT if needed