Ed Willmett
Durango
Summary
Experienced customer service professional skilled in managing high call volumes and resolving customer issues. Recognized for reliability and flexibility in adapting to changing demands, fostering collaboration with team members. Proficient in conflict resolution techniques, dedicated to prioritizing customer satisfaction.
Overview
7
7
years of professional experience
Work History
Contact Center Representative - Servicing Support
Flagstar Bank
10.2023 - 04.2025
- Inbound Customer Service, assisting homeowners with all facets of mortgage servicing. Making payments, sending documents, understanding Escrow and 1098-1099
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Customer Care Specialist
Vantiv/Worldpay/FIS
01.2018 - 02.2023
- ICS – Customer Care Specialist
** Inbound Customer Service; assisting merchants with many of their needs, triaging the call and handing them off to another department when necessary.
TAP – Talking about Progress
** This is a group that was mirrored from our UK counterparts. The associates would bring their own ideas as well as ideas from their co-workers to the table. Then we had to create proposals for the corporation to accept and implement.
WACC – Worldpay Advisors Championing Change
** This was a project-based group led by Savannah Redden. amazing opportunities, learned new skills, worked on many projects with timelines., key project group for Service Cloud IP, created process docs and training guides, onsite SME during roll out.
We had unlimited access to LinkedIn Learning, giving our group the ability to learn anything we set our mind to. - Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
Education
GED -
Durango High Scfhool
Durango Co01-1986
Skills
- Complaint resolution
- Workload management
- CRM software
- Script adherence
- Programs:
(moderate to efficient experience) - Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft OneNote
- Microsoft Outlook
- Microsoft Visio
- Microsoft Teams
- Call handling
- Customer service
- Problem-solving skills
Timeline
Contact Center Representative - Servicing Support
Flagstar Bank
10.2023 - 04.2025
Customer Care Specialist
Vantiv/Worldpay/FIS
01.2018 - 02.2023
GED -
Durango High Scfhool
Similar Profiles
Deborah SlimmDeborah Slimm
Vice President/Branch Manager at Flagstar BankVice President/Branch Manager at Flagstar Bank
Hayley FordHayley Ford
Senior Commercial Loan Operations Associate, Fund/Syndication Servicing at Flagstar BankSenior Commercial Loan Operations Associate, Fund/Syndication Servicing at Flagstar Bank
Robert PoulsonRobert Poulson
IT Help Desk Analyst II at Flagstar BankIT Help Desk Analyst II at Flagstar Bank
Zachary CarrZachary Carr
Business Manager, Founding Member and Bass Player at Desert Child Music, LLCBusiness Manager, Founding Member and Bass Player at Desert Child Music, LLC
Guadalupe Olivas MedranoGuadalupe Olivas Medrano
Customer Service Representative at J&D RestarurantsCustomer Service Representative at J&D Restarurants