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SAVANNAH D TURNER st655d4e@westpost.

net (H) 281-440-7832 (C) 832-3641679 SUMMARY Accurate problem solver and customer service trainer who consistently up-sells t o generate revenue of $50,000 per month. Known for training others, and assistin g team to reach required goals. Recognized for overall highest performing agent for 1st and 2nd quarter. Strengths include HR facilitation, listening, call-esca lation, maintaining both customer and employee satisfaction. Strong verbal comm unication skills, as well as self-motivation, organizational and interpersonal s kills. PROFESSIONAL EXPERIENCE IKON, Houston, TX 2007 - PRESENT Specialist:/Trainer *Handle an above average number of transactions, resulting in customer satisfact ion. *Assist Reps and Sr. Reps with problematic calls, deescalating escalated calls. *Cross-Sell and Up-Sell, offering all incoming callers product specials and prom otions. *Direct incoming calls to Outbound Sales representatives, increasing productivit y. *Coordinate shipment of products, and research proof of delivery inquiries, ensu ring accuracy. *Facilitate RMA's, Credit Requests, RFQs and other administrative requirements, ensuring accuracy. *Use knowledge of On-Target to enter leads in Oracle, R12 and Install Base, ensu ring consistency and accuracy. *Assist agents in new soft skills or duties, increasing productivity. *Spearheaded team and received recognition and awards for meeting and surpassing deadlines, resulting in $52,800 annual growth in sales. *Provide excellent customer service, including follow-up, ensuring high quality, timely responses and high levels of customer satisfaction. Demonstrate ability to effectively present information in one-on-one small group situations with both customers and employees of the company. HEWITT ASSOCIATES/ SPHERION 2006 - 2007 Benefits Consultant / HR Specialist Annual Enrollment of yearly benefits, explai ning proposed coverage, assisting employees with benefit analysis and choices, H R, including Leave specialties, payroll updates, bonus structure, job bidding, E SPP and 401K procedures *Maintained accurate follow-up of employees stock purchases and shares *Assisted managers with intra-company restructuring; promotions; termination (vo luntary and involuntary) *Coordinated yearly and quarterly bonus plans with management *Worked with payroll (ADP) with issues regarding employees, i.e. correct benefit allocation and deductions, severance pay and salary changes when needed *Assisted several companies (TXU, Sun Microsystems, Mattel, Edison, Center Point Energy and Starbucks) RIVERWAY MORTGAGE COMPANY 2001 - 2006 Client Consultant / Front Office Management *Loan Origination, and closing, data entry, administrative duties, front office supervision *Responsible for the composition of most intra-office memos, maintained an open line of communication between realtor, title company, vendors and lender on beha lf of the client *Accountable for payroll for salaried employees, loan processors and underwriter s *Reviewed all documents prior to and after underwriting to ensure a smooth closi ng; till closed and funded. *Monitored all loans and documents weekly through month end. Responsible for per

formance of both loan officers and processers; while keeping direct communicati on underwriting. *Responsible for billing accuracy, revenue goals, contracts not completed, turna round time on customer issues. *Educated clients on the loan process. *Assured that excellent customer service is delivered to all customers including Realtors and Bankers and most importantly our customer *Maintained client correspondence for at least 12 months after closing. DAY STAR BENEFITS 2000 - 2001 Client Consultant/Customer Service * Responsible for accurate knowledge of company products and training new consul tants while assisting new employees as they become acclimated with the different levels of coverage *Maintain customer satisfaction through product knowledge, upgrading when necess ary and maintaining database of client information (i.e. contact information, pr oduct sold and follow-up information) *Accepts escalated calls for complex problems; acts as a team leader for agents experiencing problems by being a liaison between member, agent and under writer. *Document problems and repaired them while ensuring they are communicated to all parties involved *Provides back up support for Customer Service, identifies skills for problem so lving *Works comfortable in all situations, including mid-level management troubleshoo ting and client work-up *Maintaining a high retention rate and referral base while meeting and exceeding weekly/monthly goals TECHNICAL SKILLS *MS Outlook *MS Word *MS Office *Power Point *Multi-Lined Phone System *Citrix *CS Pro *Multitasked *Gems *TBA Navigator *Siebel *MyHR *SAP *Lotus Notes *Oracle *Oracle R12 *Install Base *Payroll Updates * Spreadsheet * Excel * Exceptional written and verbal skills EDUCATION Business Major, University Of Houston, Houston, TX /Associates Degree PROFESSIONAL DEVELOPMENT / CERTIFICATIONS Certificate of Completion Mortgage Loan Officer, Champions School of Real-Estate , Houston, TX Certificate of Completion Mortgage Processing, Sierra Schools Houston, TX Texas Savings & Loans Online Continuing Education *Underwriting Guidelines & Ethics * FHA/VA Guidelines