Angela Denese Stephens has 18 years of customer service experience in various sectors, including consumer electronics and finance. She has held roles that involve processing accounts payables, managing loan setups, and resolving customer issues, demonstrating strong multitasking and organizational skills. Her education includes a Certificate in Superior Customer Service Training and experience in business administration.

1. Angela Denese Stephens
North Atlanta Area
(770)596-4156 angeladenese3471@bellsouth.net
PROFESSIONAL SUMMARY
18 years of customer service experience servicing the consumer electronics, financial, insurance, and
communications needs of business customers and consumers. My goal is to provide world class
customer service both internally & externally and maintain positive customer relations.
CORE COMPETENCIES
Diligent l Problem Solving & Decision Making l Adapts Quickly l Excellent Organizational Skills l Pays
Strict Attention to Detail I Self Starter I Eager to Accomplish Tasks l Strong Team Player l Efficiently
Manages Time l Maintains Accuracy l Exceptional Customer Service I Demonstrates High Capacity to
Manage Tasks and Priorities I Typing 50 WPM
PROFESSIONAL EXPERIENCE
Energy Battery Group, Inc. Marietta, Georgia September 2013-present
Accounts Payables Processor/Member Services Representative
• Accounts Payables invoice processor utilizing Quickbooks Accounting Software.
• Member Services: Answers inbound calls from members, takes control of each call and by
identifying the nature of the call, performs research, and places outbound calls to vendors to
obtain necessary information to resolves members issue.
• Master’s proficiency and demonstrates a capacity for intense multi-tasking while answering
member/vendor calls, placing outbound calls to resolve the nature of the calls, answering
emails in Microsoft Outlook, and processes Purchase orders in Quickbooks, when needed.
• Resolves order shipping errors by clarifying the member’s complaint and determining course of
action. Reports error to vendor and requests RMA for incorrect item to be returned and correct
item to be shipped. Explains the best solution to solve member’s problem. Expedites correction
or adjustment and follows up to ensure resolution.
• Processes up to 100 invoices on a daily basis for Accounts Payables. Maintains accuracy.
• Maintains invoice filing and prepares for shipment to warehouse for storage.
Bank of America Home Loans, Atlanta, Georgia September 2012-2013
Home Services Specialist II
Perform new loan setup for borrowers on conventional loans while keeping borrowers engaged in the
loan process. Interact with Mortgage Loan Officers, Underwriters and bank representatives with
providing loan status along with maintaining documentation for updates to borrower accounts in
StatusMart, Edge and Virtual Loan Files to prepare loans for closing.
• Performed Welcome, Follow Up, Initial Credit Approval and Closing Calls to borrowers
• Maintained a Pipeline between 18 to 21 loans monthly.
• Received Inbound/Outbound calls from borrowers, Mortgage Loan Officers & Underwriters.
• Cleared conditions from borrowers Pipeline to prepare for review by Underwriter.
• Performed Rate Lock Extensions.
• Requested orders from Junior HSS for Verification of Employment, Notice of Incomplete
Letters, Outstanding Conditions Letters and Appraisal review through LandSafe.
• Pulled credit reports, generated Clues reports, requested underwriter to decline and cancel
loans when needed.
• Upload final 1008/1003 along with Clues to Virtual Loan Files to assist with closing process

2. Allconnect, Atlanta, Georgia January 2010-July 2012
Order Operations Specialist
Handled order level customer issues via outbound and inbound calls for phone internet orders while
working within the provider internal systems to resolve escalated customer issues.
• Revenue generated in a 4 month cycle resulted in a corporate savings totaling $65,475.
• Provided analysis and quality assurance on the order entry and sales process as well as
tracked payments and ordered installs to ensure company was being compensated.
• Responsible for the sale of alternate products to customers and helped the customer in the
decision process to verify which products would be the most beneficial to them.
• Successfully trained 6 new hires to ensure consistency in the department.
• Increased customer relations by 30% through direct customer response feedback.
• Exceeded requirements for first pass completion of orders processed by 95% to 100%.
Mortgage Guaranty Insurance Corp, Atlanta, Georgia May 2001-September 2009
Customer Service Specialist II
Reviewed and input PMI applications into Desktop Underwriter and Loan Prospector for underwriting
decision in Atlas system. Verified loan documents, cleared conditions and issued changes to approved
loans. Gathered borrower information and issued private mortgage insurance certificates to Brokers,
Lenders, and Investors nationwide.
• Regarded as one of the companies most productive loan processors who handled an average of
100 to 125 files monthly including MI Certificates.
• Consistently achieved company goals for processing loans within 48 hours.
• Ensured all files were completed prior to underwriting hand-off which resulted in high
customer satisfaction and a 10% increase in referrals in 2008.
• Awarded Top ACE performer 7 times for exceeding goals and excellent customer service
• Selected by Regional Manager as a key support trainer in the ACE program
• Maintained effective communication with Lenders to obtain additional underwriting
documentation needed in AU system.
EDUCATION
September 1998 Certificate of Completion in Superior Customer Service Training
March 1998 Introduction to Residential Mortgage Loan Administration Correspondence Course
1990-1991 Columbus State University, Columbus, Georgia
Major: Business Administration