Sundae Ellison
Ellenwood
Summary
A qualified professional with 10 years of experience in a customer service environment. Four years of managerial experience working in an environment with high demands for strong organizational, collaboration, problem solving and computer software skills. Self-motivating individual with a commitment and desire to help maintain and/or improve the strength of a company's brand. Highly confident with face to face and over the phone interactions with people of many different professional levels and diverse backgrounds.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
08.2023 - 12.2024
- Actively Coordinate with all departments to maintain the station’s on time performance
- Help drive performance processes by forecasting operational situations that may impact the operation
- Apply general rules to specific problems to produce answers that makes sense
- Use logic and reasoning to produce alternative solutions, conclusions, and approaches to problems
- Report status updates consistently to leadership and employees
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Prepared staff work schedules and assigned team members to specific duties.
- Handled complaints from customers by empathetically listening, recording details, and offering solutions.
Customer Service Agent
Southwest Airlines
01.2022 - 08.2023
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Personal Loan Specialist
OneMain Financial
03.2017 - 01.2022
- Working with clients to prepare applications for loans by compiling, arranging, and reviewing all relevant documents.
- Determining the feasibility of granting loans and communicating with management if required.
- Processing advances and disbursements, as well as preparing pay off letters.
- Working closely with loan officers to obtain credit information, coordinate closings, calculate closing costs, and disperse funds for clients.
- Ensuring loans are processed as per established company procedures and policies.
- Providing assistance in maintaining various credit files and following up on client inquiries.
General Manager
Title Max Financing
04.2014 - 03.2017
- Effectively communicate with internal staff and loan originators during handoff.
- Work closely with title companies.
- Record Deed of Trust with the proper county.
- Sustain a pipeline report of loans efficiently and accurately and review daily to ensure loans are moving forward in a timely manner.
- Maintain detailed notes within LOS throughout entire loan transaction.
- Effectively communicate with Managers and Senior Loan Representatives on all TRID and disclosure timing related items.
- Confirm and schedule closing/funding dates and coordinate signing.
- Properly review all signed loan documents for accuracy prior to funding.
- Demonstrate excellent attention to detail and ensure priority responsibilities are completed accurately and efficiently.
Education
Associate of Arts - Criminal Justice
Georgia Piedmont Technical College
Clarkston, GA01-2009
High School Diploma -
Avondale High School
Avondale Estates, GA01-2007
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Training and mentoring
- Team building and leadership
- Decision-making
- Team development
- Team leadership
- Sales support
- Complaint resolution
- Quality assurance
Timeline
Customer Service Supervisor
Southwest Airlines
08.2023 - 12.2024
Customer Service Agent
Southwest Airlines
01.2022 - 08.2023
Personal Loan Specialist
OneMain Financial
03.2017 - 01.2022
General Manager
Title Max Financing
04.2014 - 03.2017
Associate of Arts - Criminal Justice
Georgia Piedmont Technical College
High School Diploma -
Avondale High School
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