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Click here or scroll down to respond to this candidateCandidate's Name
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PHONE NUMBER AVAILABLEEMAIL AVAILABLEOBJECTIVETo motivate, train and mentor agents to be successful using my communication, customer service and leadership skills that I have obtained over the yearsEDUCATIONEXPERIENCEVon Steuben Metropolitan High SchoolChicago, IL06/1990DiplomaJoliet Junior CollegeHuman Resource Management CertificationJoliet, IL2016Excel & SQL CourseseXcelerate online course2020Harvard Courses2020LinkedIn Coaching & Developing Employees 2021TECHNICAL EXPERIENCEMicrosoft Office ProductsOutlook / SkypeACSR Billing SystemsAMDOCS Billing SystemsEinstein 360Citadel Software SystemsSharePoint DatabaseVerintAceyus01/2022 - PresentSr. Analyst II Comcast Accounts Receivable Virtual, GAManage a collection portfolio up to $3MoAnalyze invoicesoHandle collections for over 400 active and pre-OCA accountsoAccountability for accounts 60 days and greater past due to ensure those accounts do not fall into the bad debt categoryoIdentify trends and anomaliesoDetermine cause of delinquencyoMake recommendations that benefit the business and the customeroAssist customers with account reconciliationoIdentify misapplied payments or need for refundsLead Federal Govt collections calloRun monthly Federal Govt and Erate reportTrain new employees03/2021 01/2022Interim Supervisor, High Risk Credit & Account Services Comcast Residential Collections Virtual, GASupport and manage 28 agents.Mentor existing agentsProvide daily coaching and feedback to agents.Allow agents to self-discover ways to improve the customer experience.Monitor Agents real time schedule/Adherence via RTA (Real-Time Analyst)Monitor SLA for the department via AceyusComplete daily Macro adjustmentsRun daily productivity report.Monitor supervisor escalation queueLiaison between other departments within the COECreate/update process documents.Facilitate new hire interviews.Complete agent audits10/2019 03/2021Credit and Account Services Rep. Comcast Residential Collections Virtual, GATook inbound/outbound call for residential applicants and existing customers.Assisted customers with their bills/payments and arrangements.Cross trained in commercial collections departmentVirtual 1 on 1 training of new hire personnelProvided floor support in the supervisors absence.Acts in a Team lead capacity assisting with escalationsRetrieving OCA contact and customer payment information via Latitude10/2018 03/2020Lead Security Agent Main Campus Delta DGS Delta Main CampusGreet employees & guestEnsure the Campus was secureCheck & verifying employee statusCheck & verify visitors identification and reason for being on the CampusWrite daily status reports to hand off to the next shiftTrain new agents07/1997 07/2018 *retired 21yrs of serviceAnalyst - Business Field Operations AT&T Virtual, GAAnalyze & validate data by collaborating with directors within my regionProduced & managed daily, weekly and monthly operational reports and presented to executive leadershipOn time performance OTP%NPS report (Net Promoter Scores)HeadcountSafetyLiaison between field workers and executive managementProvided ADHOC reports to executives as needed |
