Customer Service Professional with 10+ Years Experience
1. 6224 Dovenshire Terrace
Fort Worth, TX 76112
817-793-6224
ashfamily@sbcglobal.net
Dean Ash
Objective My objective is to use my customer service experience and ability to
multitask to ensure all work gets done in a correct and efficient manner.
Experience December 2015- Present Legacy Texas Bank Plano, TX
Client Service Representative
Taking inbound calls from customers assisting with any account
relegated questions
Helping customer determine any additional products or services
that make help them
Ordering new debit cards and check for customers
Assisting our bank branches with questions about a customer’s
account
Processing applications for new accounts such as new bank
accounts, credit cards, auto loans
Cross Selling different products and services that are offered
February 2015- December 2015 Hotels.Com Dallas, TX
Lodging Support Specialist
Relocating guest to other hotels all over the world if the property
is sold out
Placing stop sells, answering any financial questions for the hotel
partners
Processing cancellations for the guest reservations
-Taking escalated calls for piers
Floor Walking and answering any questions other
representatives may have
Opening and working a caseload thru Salesforce.
2011- November 2014 Citi Mortgage Las Colinas, TX
Homeowner Support Specialist/ Team Lead
Assisting team members with daily functions and training
Working with Internal Departments to have matters resolved
Able to handle Escalated phone calls with professionalism, if no
managers or team leads are available
Responsible for a work list
Able to multi-task, prioritize, and deliver excellent customer
service
Taking inbound calls and assisting the borrowers with all
treatment options
Working with all types of investors such as Freddie Mac, Fannie
Mae, FHA, VA, and Private Investors to offer the borrower the
best treatment option
Processing Short Sales, Deed In Lieu, Repayment Plans, and
Modifications
Collecting on past due account
2. Working with REO and Property Preservation
Handling accounts that are in Bankruptcy and also Foreclosure
Working closely with the Underwriters and Negotiators’ to make
sure the files are worked in the timely manner for the borrower
Also helping borrowers with charged off accounts
Helping my manager and team lead with any daily activities they
may need
2011-2012 Hilton Worldwide Carrollton,TX
Customer Service Representative
Taking inbound calls from all current client and new clients
answering questions about the Honor Program
Making, Changing and Canceling Reservations
Researching accounts for client
Taking escalated phone calls for the team
2010-2011 Citi Mortgage Las Colinas, TX
Bankruptcy Specialist
Working with all internal departments to resolve escalated issues
Answering questions regarding Bankruptcy, Foreclosure, and Loan
Modifications
Taking escalated calls from representative to assist the borrower
Assisting with Side-by-sides with representatives to help with you
questions at hand
2006-2010 Corelogic Westlake, TX
General Clerk 3
On-site representative who assist with the daily functions dealing with
FA.
Helping all team members with workflow to ensure all tasks are
completed.
Being hand selected by management to be placed onto other clients to
help with the backlog of work
Researching cases given to me to ensure all information is correct on
every loan boarded with our client.
Processing Foreclosures, Bankruptcies, and Short Sales
2004-2006 Countrywide Home Loans Fort Worth, TX
Payoff Specialist SR
Working side by side with managers and team leaders to ensure all
reports and spreadsheets were correct and done before the deadline
Processing payoff checks and wire to payoff loans.
Contacting customers and title agencies to collect shortages on
payments that were received.
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3. Education Eastern Hills High School Fort Worth, TX
Graduated 2003 with High School Diploma
Tarrant County College Hurst, TX
Took some basic courses and wanting to go back and finish with
my degree in Accounting