Customer Service Professional

1. LAWANDA MONTGOMERY
LMM7707@HOTMAIL.COM I 614-384-1106
PROFESSIONAL CUSTOMER SERVICE SPECIALIST
Customer Service Professional 7 Years in Progressive Roles with Large 500 Fortune
Companies • Web Support, Research, Account resolution, and monitoring
Inbound/Outbound Call Center AccountResearch
Web Support Analyst Mortgage Detail information with escrow
Password Rest Trackand Monitor Ticketing Systems
Website Navigation Employee Training, Development
PROFESSIONAL EXPERIENCE
Morgan Stanley
2015–2016
CustomerServiceWebSupportAnalystColumbusOhio 2015-2016
Achieve company set competencies rapidly and continuously increasing the set goals put in place
by management: Follow through with research and request by the management team and clients.
Achieved continuous quality scores overcoming the team average.
 Inbound calls from client and branch employees
 Website navigation and password reset
 Utilize ticketing system for system and application issues
 Website registration
JPMorganChase 2009–2015
Customer Service Specialist-Mortgage Banking 2009–2011
Customer Care Research Associate-Mortgage Banking 2011–2014
Branch Technology Customer Support Analyst- Retail Banking 2014-2015
 Received high quality and customer serviceprofessional recognitions.
 Train and develop employees forvarious aspects of the department.
 Maintained and completed assigned tasks such as tickets and caseloads
 Assisted and completed special projects using various Microsoftwordproducts.
 Website navigation, research, and accessibility assistance.
 Soft collectionsof mortgage payments and late charges
 Accountresearch and problem resolution
EDUCATION
Bachelor of Science Information Technology 2013 University of Phoenix Columbus Ohio