Mary L Sorensen
Omaha
Summary
Mary is a local candidate located in Omaha, NE. She can join immediately & is available for interview prior to 24hour’s notice. She is comfortable with On-site/Phone/Video round of interview Efficient and dedicated customer service representative with 15+ years of experience Managed administrative duties such as maintaining detailed customer records and updating account information through precise data entry in asset management systems. Skilled in regulatory compliance, CRM software, and financial transactions, consistently enhancing customer satisfaction and retention with substantial experience in managing financial services for diverse clientele. Performed high-volume data entry for customer transactions, account activity, and compliance documentation with exceptional accuracy.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
8
8
years of professional experience
Work History
Customer Service/ Admin Assistant
Cognizant Technology Solutions
Omaha
10.2024 - 01.2025
- Managed administrative duties such as maintaining detailed customer records and updating account information through precise data entry in asset management systems.
- Provided exceptional customer service to banking clients, addressing inquiries and resolving issues in a timely and professional manner.
- Performed high-volume data entry for customer transactions, account activity, and compliance documentation with exceptional accuracy.
- Monitored customer accounts for suspicious activity, documenting findings and actions in internal management systems via data entry.
- Organized and prioritized daily workflows, ensuring timely completion of tasks, including preparing reports and compliance documentation through accurate data entry.
- Supported regulatory compliance efforts by ensuring all data entered was accurate and audit-ready.
- Assisted in generating reports by analyzing data entries and identifying discrepancies or potential issues.
- Coordinated with team members to track ongoing cases and asset-related activities, ensuring proper documentation and follow-up through diligent data entry.
Financial Services Representative Asset Clearing / Administrative Assistant
Charles Schwab
Omaha
10.2021 - 07.2024
- Provided exceptional customer service.
- Utilized CRM software to accurately document customer interactions and update account information.
- Managed client account data entry and updates using CRM and asset management platforms, ensuring data accuracy and completeness.
- Diligently documented customer interactions, transactions, and account changes with precise data entry, supporting compliance and audit requirements.
- Processed and verified a high volume of account transactions, transfers, and inquiries, maintaining meticulous data records.
- Maintained organized electronic files and records of customer communications, transaction history, and compliance documentation through accurate data entry.
- Assisted in preparing detailed reports on account activity, analyzing data trends, and identifying discrepancies through thorough data management.
- Supported onboarding activities by entering client data, verifying documentation, and ensuring all records were properly filed and recorded.
- Collaborated with cross-functional teams to update and maintain asset management logs, facilitating accurate tracking of client assets via data entry.
- Ensured that all customer inquiries were answered promptly and completely.
- Worked collaboratively with other departments to provide comprehensive solutions for clients.
- Fostered relationships with new and existing customers through excellent customer service skills.
- Provided customer service by answering incoming calls and responding to inquiries in a timely manner.
Customer Service Representative/ Financial Service / Office Assistant
Cognasante
Omaha
03.2021 - 08.2021
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Built rapport with customers through active listening, empathy, and personalized interactions.
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online.
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis.
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained.
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure.
- Provided administrative support through detailed data entry of customer information, service requests, and troubleshooting logs in CRM systems.
- Maintained accurate records of customer interactions, follow-up actions, and case notes through systematic data entry for ongoing case management.
- Assisted in organizing documents and correspondence, ensuring all data was entered correctly for easy retrieval and audit purposes.
- Supported data analysis efforts by compiling information and generating reports on customer feedback and service metrics through data entry.
Mortgage Loan Processor/ Admin Assistant
PenFed Credit Union
Omaha
09.2020 - 02.2021
- Managed and processed mortgage loan applications from initiation to closing, ensuring accuracy, completeness, and compliance with regulatory requirements.
- Collaborated with loan officers, underwriters, and other team members to gather necessary documentation and information for loan applications, expediting the approval process.
- Verified and analyzed financial information, including income, credit reports, and employment history, to assess the risk and eligibility of loan applicants.
- Collaborated with title companies, appraisers, and insurance providers to coordinate and obtain necessary documentation for loan processing.
- Prepared and submitted loan files to underwriting for final approval, following established guidelines and procedures.
- Reviewed HUD-1 settlement statements prior to closings.
- Researched discrepancies in documentation received from applicants or third parties.
- Examined collateral property values to ensure they meet investor guidelines.
- Assessed credit reports to determine eligibility for mortgage loans.
- Organized files electronically according to document type and date received.
- Navigated multiple computer applications simultaneously to research customer issues and provide appropriate responses.
- Supported loan officers by preparing detailed reports summarizing application statuses and outstanding documentation through accurate data entry.
- Utilized knowledge base systems for identifying solutions quickly when responding to customer inquiries.
- Ensured that all customer requests were handled efficiently in accordance with company policies.
- Kept abreast of product changes, updates, and upgrades to ensure accurate information was shared with customers.
Title Processor/ Office Coordinator
Bank of the West
Omaha
02.2020 - 08.2020
- Processed and reviewed title documents for accuracy, completeness, and compliance with legal requirements.
- Collaborated with lenders, real estate agents, attorneys, and other parties involved in the transaction to resolve any title-related issues.
- Maintained organized files and documentation related to each transaction for easy retrieval and reference.
- Audited closing packages to ensure all required documents are included and accurately completed.
- Verified all necessary documents are properly executed by relevant parties before finalizing the title transfer process.
- Communicated effectively with clients throughout the entire title processing timeline, providing updates on progress and addressing any questions or concerns they may have had.
- Coordinated and prepared for travel management meetings, including scheduling, agenda setting, and logistical arrangements to facilitate smooth and effective discussions.
- Processed title documents for real estate transactions efficiently.
- Reviewed and verified property records for accuracy and compliance.
- Maintained detailed records of title files for audit purposes.
Loan Servicing Specialist / Administrative assistant
Nelnet
Omaha
08.2019 - 12.2019
- Verified and analyzed financial information, including income, credit reports, and employment history, to assess the risk and eligibility of loan applicants.
- Ensured compliance with lending regulations, company policies, and industry best practices throughout the loan processing cycle.
- Managed data entry for borrower information, payment histories, and account status updates in internal systems.
- Collaborated with title companies, appraisers, and insurance providers to coordinate and obtain necessary documentation for loan processing.
- Maintained up-to-date knowledge of industry regulations and changes, implementing necessary adjustments to ensure compliance.
- Coordinated with external agencies and vendors to obtain necessary verifications and clearances for loan processing.
- Analyzed borrower creditworthiness by reviewing credit reports from external sources.
- Negotiated repayment plans with borrowers who had fallen behind on their payments.
- Responded quickly to customer complaints and escalated issues when necessary.
- Conducted research on past-due accounts to identify delinquency factors and initiated collection efforts.
- Adhered to quality assurance standards regarding telephone etiquette and data entry accuracy.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Processed orders and returns over the phone while ensuring accuracy of information entered into system.
- Provided feedback on process improvements based on observations from daily interactions with customers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Coordinated and prepared for travel management meetings, including scheduling, agenda setting, and logistical arrangements to facilitate smooth and effective discussions.
Guest Service Representative/ Customer Assistant
Target
Omaha
04.2018 - 07.2019
- Preparing applications. Making sure I can provide assistance to get them.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty.
- Documented customer interactions, product inquiries, and complaints via CRM software, ensuring accurate data capture.
- Supported inventory and sales data entry, maintaining accurate records of customer purchases and preferences.
- Implemented new strategies to improve the overall customer experience, resulting in an XX% increase in customer satisfaction ratings.
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress.
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue.
Customer Service Representative/ Admin Assistant
THE ONE STOP SHOP
Omaha
04.2017 - 10.2017
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Generated leads and secured sales through outbound telemarketing calls.
- Built strong relationships with customers, addressing their needs and providing product information to drive sales.
- Implemented strategies to overcome objections and handle customer concerns, resulting in increased conversion rates.
- Maintained detailed records of customer inquiries, orders, and interactions through systematic data entry.
- Entered customer information, order details, and lead data into management systems for tracking and sales analysis.
- Identified upselling opportunities during customer interactions, leading to an increase in average order value by XX%.
- Adhered to company policies and procedures while conducting telemarketing activities.
Administrative Support Specialist (Collection Services)
Alorica
Omaha
08.2016 - 01.2017
- Performed a wide range of administrative and clerical tasks to support daily operations in a high-volume financial services environment.
- Maintained and updated customer account records, including contact details, payment activity, and documentation of all communications.
- Processed incoming payments and ensured accurate entry into internal systems.
- Managed inbound and outbound correspondence, including phone calls, emails, and mailed notices related to account status and follow-ups.
- Drafted and sent official letters and documentation to clients regarding outstanding balances, payment plans, and claim updates.
- Conducted data entry with a high level of accuracy and attention to detail, supporting reporting and audit readiness.
- Coordinated with internal teams and insurance companies to track claim statuses and update customer accounts accordingly.
- Organized digital and physical files for easy retrieval, improving record-keeping efficiency and compliance with company protocols.
- Scheduled follow-up activities and maintained calendars for account reviews, ensuring timely outreach and action.
- Participated in onboarding and training of new administrative staff by sharing best practices and documentation standards.
- Assisted with compliance documentation related to legal cases, bankruptcies, and regulatory procedures.
- Recommended improvements to administrative processes to enhance workflow efficiency and reduce processing time.
- Responded to customer inquiries, providing assistance and resolving issues promptly.
- Answered incoming calls, responded to inquiries, and redirected calls as appropriate.
Education
High School Diploma -
Blair High School
Blair, NESkills
- Financial markets
- Certificates of deposit
- Loan applications
- Microsoft Outlook
- Microsoft PowerPoint
- Financial transactions
- Opening and closing accounts
- Microsoft Excel
- Teller transactions
- Cash management
- Researching
- Risk management
- ACH
- Cash handling
- Document control
- Account maintenance
- Account documentation
- Financial services
- Customer relationship building
- De-escalation techniques
- Loan and grant knowledge
- Customer service
- Regulatory compliance
- Financial analysis
- Loan processing
- Transaction processing
- Data entry
- Conflict resolution
- Relationship management
- Problem solving
- Calm under pressure
- Excellent communication
- Written communication
- Microsoft office
- Relationship building
- Call handling
- Script adherence
- Complaint handling
- Customer account updates
- Payment processing
- Interpersonal skills
- Call logging
- Appointment scheduling
- Documentation and reporting
- Time management
- Email and telephone communication
- Excellent Phone Demeanor
- Email and telephone etiquette
- CRM management
- Customer account management
- Communication skills
- Attention to detail
- Team collaboration
- Organizational skills
- Technical troubleshooting
- Workflow optimization
- Tech-Savvy
- Multi-task management
- Process optimization
- Dedicated team player
- Contract negotiation expertise
- Back office operations
- Scheduling and calendar management
- Verbal communication
- Strong problem solver
Timeline
Customer Service/ Admin Assistant
Cognizant Technology Solutions
10.2024 - 01.2025
Financial Services Representative Asset Clearing / Administrative Assistant
Charles Schwab
10.2021 - 07.2024
Customer Service Representative/ Financial Service / Office Assistant
Cognasante
03.2021 - 08.2021
Mortgage Loan Processor/ Admin Assistant
PenFed Credit Union
09.2020 - 02.2021
Title Processor/ Office Coordinator
Bank of the West
02.2020 - 08.2020
Loan Servicing Specialist / Administrative assistant
Nelnet
08.2019 - 12.2019
Guest Service Representative/ Customer Assistant
Target
04.2018 - 07.2019
Customer Service Representative/ Admin Assistant
THE ONE STOP SHOP
04.2017 - 10.2017
Administrative Support Specialist (Collection Services)
Alorica
08.2016 - 01.2017
High School Diploma -
Blair High School