Summary
Overview
Work History
Education
Skills
Timeline
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Melinda Curfman

Aurora

Summary

Customer Service professional with over 20 years of experience, including 10 years in a Cash Research position within the mortgage servicing industry. Proven ability to manage high-volume transactions and provide superior internal and external customer support.

Overview

29
29
years of professional experience

Work History

Senior Cash Research Associate

New Rez LLC
05.2024 - 08.2024
  • Investigated and resolved cash posting discrepancies and unapplied funds related to mortgage payments
  • Conducted rood cause analysis and collaborated with departments such as accounting, customer service , and escrow to ensure timely resolution.
  • Managed escalated issues and provided guidance to junior team members.
  • Played a key role in streamlining procedures that reduced tima and improved accuracy.
  • Maintained high standards of compliance with federal regulations and company policy

Senior Cash Reseach Associate

Specialized Loan Servicing LLC
09.2014 - 05.2024
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Investigated and resolved cash posting discrepancies and unapplied funds related to mortgage payments
  • Managed escalated issues and provided guidance to junior team members
  • Conducted root cause analysis and collaborated with departments such as accounting, customer service and escrow to ensure timely resolution.
  • Maintained High standards of compliance with federal regulations and company policy.

Service Center Representative

GES Exposition Services
03.2007 - 06.2014
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
  • Enhanced customer satisfaction by providing timely and accurate information on products and services.
  • Exceeded departmental standards for average handle time while maintaining high levels of quality assurance ratings consistently throughout tenure at the service center.
  • Participated in ongoing training initiatives to stay current with industry best practices and enhance job performance.
  • Assisted customers in navigating company website and online resources, improving their ability to access information independently.
  • Coordinated with other departments when necessary to provide comprehensive answers or resolutions for customers'' needs.
  • Managed high call volumes with chat and incoming calls while maintaining professional demeanor and strong attention to detail.

Cruise Sales Specialist

Expedia
10.2006 - 03.2007
  • Built rapport with customers and assessed needs to make product recommendations and upsell.
  • Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
  • Sales including cruises, hotels, flights and car rentals.
  • Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
  • Provided first-rate service to all customers and potential customers.

Business Development Inventory Specialist

Vegas.com
09.2004 - 10.2006
  • Managed and maintained inventory systems across the event venues for nightclubs, Las Vegas shows and Restaurants.
  • Responsible for ensuring efficient tracking, replenishment of available inventory tailored to a fast paced environment
  • Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
  • Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.


Group Reservations Specialist

MGM Grand Hotel
03.1999 - 09.2004
  • Coordinated closely with event planners to facilitate seamless logistics for large groups staying at the hotel during events or conferences.
  • Handled complex billing arrangements for groups requiring customized payment plans or split invoices among attendees efficiently and accurately.
  • Built strong relationships with corporate clients, leading to repeat business and long-term partnerships.
  • Optimized revenue generation with effective upselling strategies and tailored package offerings for clients.
  • Increased customer satisfaction through prompt response times, accurate booking confirmations, and proactive communication.

Daycare Teacher

Childtime Learning Center
09.1995 - 03.1999
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
  • Actively encouraged children to develop their communication, problem-solving and social skills.
  • Maintained tidy environment to comply with cleanliness and sanitation standards.
  • Developed strong relationships with parents through regular communication about their child''s progress and needs.
  • Assisted in preparation of meals and snacks to provide children with proper nutrition.

Education

High School Diploma -

Technical High School
Omaha, NE
06-1982

Skills

  • Ability to resolve complex financial discrepancies
  • Data interpretation
  • Research and analysis
  • Data collection
  • Documentation skills

Timeline

Senior Cash Research Associate

New Rez LLC
05.2024 - 08.2024

Senior Cash Reseach Associate

Specialized Loan Servicing LLC
09.2014 - 05.2024

Service Center Representative

GES Exposition Services
03.2007 - 06.2014

Cruise Sales Specialist

Expedia
10.2006 - 03.2007

Business Development Inventory Specialist

Vegas.com
09.2004 - 10.2006

Group Reservations Specialist

MGM Grand Hotel
03.1999 - 09.2004

Daycare Teacher

Childtime Learning Center
09.1995 - 03.1999

High School Diploma -

Technical High School

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Melinda Curfman