Summary
Overview
Work History
Education
Skills
Timeline
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ANGELA VILAYVONG

Markham,Canada

Summary

Experienced professional with over 20 years in the mortgage industry and contact center operations. Skilled in resolving customer concerns and providing exceptional service through phone and email communication. Expertise in mortgage servicing, funding, and customer service, with strong computer skills in Word and Excel. Detail-oriented with the ability to multitask, think critically, and problem-solve for customer satisfaction. Seeking a challenging full-time position to utilize interpersonal skills, excellent time management, and problem-solving abilities in a deadline driven environment.

Overview

17
17
years of professional experience

Work History

SENIOR CLIENT SERVICE SPECIALIST

Marathon Mortgage
09.2019 - Current
  • Prepare files for funding daily by inputting and maintaining data accuracy of sensitive account information
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
  • Instruct loans using FCT MMS and Platinum for Purchases, Transfers and Refinances
  • Run daily funding reports and monitor files schedules for closings to ensure all solicitor queries are addressed in a timely fashion
  • Prepare and complete files for post funding review and audit
  • Train and coach existing team members and new hires on job functions and navigating Delta 360/LMS
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues
  • Contributed ideas and practical solutions to support process improvement efforts
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
  • Helped streamline repair processes and update procedures for support action consistency
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
  • Offered friendly and efficient service to customers, handled challenging situations with ease

CUSTOMER SUPPORT REPRESENTATIVE

Scotiabank
09.2008 - 10.2014
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
  • Worked with customers to understand needs and provide excellent service
  • Identified issues, analyzed information and provided solutions to problems
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution
  • Used Microsoft Word and other software tools to create documents and other communications
  • Oversaw daily operations to ensure high levels of productivity
  • Carried out day-day-day duties accurately and efficiently
  • Collaborated with sales team and management to achieve quarterly and annual goals
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

Education

Graduate Certificate - Human Resources Management

Seneca College of Applied Arts and Technology
North York, ON
04.2008

Bachelor of Arts - History and Political Science

University of Toronto
Toronto, ON
04.2007

Skills

  • Proficient in Delta 360/LMS
  • FCT MMS and Platinum Services
  • Organizational Skills
  • Tracking and Documentation
  • Multitasking and Prioritization
  • Verbal and Written Communication

Timeline

SENIOR CLIENT SERVICE SPECIALIST

Marathon Mortgage
09.2019 - Current

CUSTOMER SUPPORT REPRESENTATIVE

Scotiabank
09.2008 - 10.2014

Bachelor of Arts - History and Political Science

University of Toronto

Graduate Certificate - Human Resources Management

Seneca College of Applied Arts and Technology

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ANGELA VILAYVONG