STEPHANIE STEPHENSCUSTOMER SERVICE REPRESENTATIVE

(817) 313-4082 ssemmons@charter.netFort Worth, Texas www.linkedin.com/in/stephaniestephens4082

CAREER PREVIEWProfessional customer service associate providing personable, interactive customer support. Experienced in confidentially building and maintaining customer relations while assisting in increasing company profits; skilled in Microsoft Office programs

PROFESSIONAL EXPERIENCE

CoreLogic, Tax Escrow Customer Service Specialist 07/2012 – Present Communicated with and educated customers regarding mortgage tax information Liaised as contact between mortgage lender, tax agencies and customer confidently providing solutions;

following-up to ensure tax issues were resolved Continued participation by nomination in client executive meetings; representing tax call center team on

company procedures facilitating improvements to overall changes in current company methods De-escalated high priority customers, taught and mentored new agents; enabling higher quality

agent/customer interaction Participated in client specific procedural manual updates; raising the efficiency of the department personnel

operations and customer satisfaction Used multiple application systems to research and resolve customers escrow tax issues Updated/maintained customers records regarding customers mortgage tax Exceeded service level expectations while providing excellent customer service Awarded consistently for customer service; encouraging changes to interactive client processes Trained in Six Sigma concepts and implementation; utilized continuous improvement and streamlined

operations

Reliv International (NASDAQ:RELV), Independent Distributor 06/2003 – 07/2012 Increased customer satisfaction and product loyalty 25% in personal distributorship by scheduled phone

appointments and in person, coordinating daily operations; enabled customers to positively change their lifestyle and build willable, retirement income

Collaborated with various teams to maintain customer and employee retention in 3 continents as “Director of First Impressions” with quality commitment

Created a nationwide point of contact database; improved processes near 40%, which streamlined personal office functionality

Maintained budgeted expenses with knowledge in A/R and A/P to ensure distributor/customer base success

Mercedes-Benz Financial Services USA LLC, Small Business Discounter (Contract) 01/2012 – 05/2012 Reviewed/underwrote small business contracts to ensure compliancy with both company and regulatory

requirements; verified applicable Daimler Truck Financial pricing elements for fleet transactions and ensured corporate RORAC targets were not compromised; helped tighten company solvency

Fleet Credit/Finance Clerk 10/2011 – 01/2012 Worked with Fleet Credit Analyst’ transactions; assisted in preparing legal documentation, following-up on

missing data/information, imaging all appropriate documents, and preparing necessary files

BNSF Railway, Account Coordinator/Administrative Assistant (Contract) 03/2011 – 09/2011 Assisted Engineering Technology Services managers to organize and maintain their current

employee/resource structure hierarchy Researched over 40 different converging applications for profitable interaction to help in the 2012 Budgeting

process; communicating results to the Director of Technology Services Consolidated and published the departmental on-boarding hiring procedures enabling a smoother hiring

process Compiled and created spreadsheet of computer inventory assets cataloging each item for ease of team use

and accurate inventory auditing

Security Dealer Funding Corporation, Account Coordinator/Customer Service Representative 03/2008 – 01/2010 Reviewed all new customer contracts upon receipt for adherence to company requirements before complete

input of details during initial underwrite; helped tighten company solvency by 5% Assisted in the implementation of a new software platform that improved customer turnaround time by 90%;

saved the company 25% in payroll expenses Conducted monthly inventories of all customer contracts after reorganizing and simplifying the electronic

and paper file system; reduced research time 10% by ensuring accurate customer account management Created and utilized Excel spreadsheets to order, stock, maintain, and track an adequate inventory of office

supplies, obtaining proper approvals and staying within allotted budget Liaison for vendors, building administration and clients customers coordinating appointments and schedules,

answering requests for information pertaining to the company’s specialty, and/or directing calls to the appropriate associate or department while meeting company guidelines and SLAs

CERTIFICATIONS/TRAINING/SOFTWARE/SYSTEMS/EDUCATION White Belt Six Sigma and Yellow Belt OCC Call Center Root Cause Information and Security Awareness, Compliance and Privacy Protecting Trade Secrets & Confidential Information Anti-Money Laundering Program: Mortgage Banking Anti-Corruption Training, Complaints Overview TILA (Truth in Lending Act) Disclosure Document Training Six Types of Legal Description Microsoft Office 2010: Word, Excel, PowerPoint, Outlook, OneNote; Microsoft Visio, Microsoft SharePoint;

Lotus Notes 7.2 MSP, CITRIX, CISCO, FISERVE, LSAMS, TALON, TELNET, KRONOS Rockhurst College Continuing Education Center – Certificates in Office Administration, 1997 Trinity High School - Euless, TX

HONORS & AWARDSCoreLogic:

Multiple SPOT Award winner: Service Level Assistance, Quality Performance, Special Projects, Goal Assistance, Customer Call Quality, Team assistance

Multiple Customer Satisfaction Telesurvey (CSAT) STAR 2014 and 2013: Discretionary Incentive Cash Awards (DIC Awards) — Consecutive years 2014/2015 and 2013/2014 Performance Merit Raise 1/2013-3/2014 Continuous Production bonuses for Customer Call Quality (QA)

Sam's Club: Partner of the Month 1992, 1993 and 1994

7-Eleven: Two time District 1632 Salesperson of the Month 1985