Michelle Drumm
(123) 456-7890	555, NE Shore Drive
yourmail@email.com	Portland, OR 55555

Summary
 
Hardworking Financial Services Customer Service Representative with 10+ years' experience providing patient, compassionate customer service. Strong knowledge of Adjustable Rate Mortgage Indexes, Principal and Interest type loans, and the escrow process with regard to insurance, taxes, and escrow analysis. Won multiple awards for providing outstanding customer service. Strong ability to both get along with coworkers and work independently. Diligent, organized, and thorough. Additional expertise in handling the following: 
·   New Customer Calls	·   Account Balance and Payment Verification
	
·   Year End 1098 Tax Information	·   Payment of Taxes and Insurance
·   Rate Change Information	·   Missing Payments
·   Requests for Copies of Documents	·   Vendor Contact

	

	

Highlights of Achievements
 
Consistently provide service to 250 to 300 customers per day
•	way above department average of 200 customers per day.
 
Known as the one who can be relied on
•	to solve customer service issues, leaving both customers and bank management satisfied with solutions provided.
 
Act as resource to coworkersAct as resource to coworkersAct as resource to coworkers
•	on bank policies and procedures after completing thorough study of procedure manual outside of work hours.
 
Professional Experience
 
Customer Service Representative    - Kennedy Financial Services 		2008 - Present
Group. Hillsboro, OR 		
Earned "employee of the month" customer service award on numerous occasions. Respond to incoming calls and qualified written requests. Handle customer inquiries pertaining to mortgages and consumer loans. Respond to customer inquiries and needs, providing quality customer service. 
 
Customer Service Representative, Commercial Markets  		2005 - 2008
Service Representative, Commercial Markets  Service 		
Representative, Commercial Markets  - US Bank of Oregon. 		
Portland, OR 		
Represented and supported all Oregon Commercial Markets at Oregon Emergency Operations Center for Y2K event management. Monitored system through Y2K. Tested each system for functionality to make sure it transferred over from 1999 to 2000. Utilized understanding of all aspects of normal business operations, contingency planning and operations, as well as critical system requirements and dependencies of each individual commercial market. 
 
Customer Service Representative, Teleservicing Center - US 		2002 - 2005
Bank of Oregon. Portland, OR		
Provided general account servicing and problem resolution to banking clients. Received and responded to clients via telephone regarding bank products and services. Researched and maintained accounts. Prepared debits/credits for service charges and/or reversals. Substituted for production officers in absence as needed. 
 
Education
 
2002
Mt. Hood Community College, Portland, OR 
A.S. in Business Administration/Accounting
 
Recent Professional Development Coursework:
 
•	Top Customer Service Skills for Top Customer Service Representatives, SkillPath Seminars, 2004
•	Communicating Successfully with Difficult People, Portland Community College, 2003
•	Microsoft Word I and II, Portland Community College, 2003
•	Microsoft Excel I and II, Portland Community College, 2002

Computer Skills
 
Word, Excel, PowerPoint, Access, and various proprietary software applications. 
 
Professional Affiliations
 
•	Professional Member - International Customer Service Association