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