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Click here or scroll down to respond to this candidateCandidate's Name
Street Address RACKHAM DRLATHRUP VILLAGE, MI Street Address
PHONE NUMBER AVAILABLE(Cell)EMAIL AVAILABLEObjective:To secure a challenging position in a people oriented organization where I can maximize my Customer Service, Front and Back End Collections, Sales, Retention, Customer Support and overall excellent Quality Assurance skills. My computer experience includes the use of Microsoft Word, Microsoft Office, Outlook Express, DOS operation systems, Quick Books Pro, Excel, some Power Point. I am seeking a career that will allow an opportunity for professional advancement based on education, experience, and performance. I require and expect a salary substantial and consistent with My Professional Experience and AttributesEmployment History:EBAY/PAYPALPAYPAL CREDIT/BILL ME LATERCOLLECTIONS SPECIALIST IIChandler, AZ01/2011-04/2019I worked in a fast-paced Inbound/Outbound Call Center in Front End Collections. I handled a high volume of calls on Aspect dialer and I was responsible for managing all delinquent/past due accounts. My professional Negotiation and Conflict Resolution skills allowed me to resolve and de-escalate upset or dissatisfied Account Holders with delinquent accounts on a one call resolution. My Human Services experience allows me to keep a human aspect on every call. To have empathy. I provided every aspect of Customer Support including processing/scheduling past due payments and setting up payment arrangements on delinquent accounts. I educated Account Holders on payment programs we offer, products, and services, bill dates, due dates, billing and payment histories and billing cycles. I have extensive knowledge of the Call Flow, State Specific Regulations, the Dispute Process and Fraud Claims. I followed all FDCPA (Fair Debt Collection Practices Act) and OSHA (Occupational Safety Health Administration) guidelines. I completed all required Credit Compliance Training for eBay and PayPal. I continuously excelled in the rankings and earned Top Performer in production placement on a month to month basis.TRANSCEND BROADBAND INTERNET/SWWG LLCCOLLECTIONS SPECIALISTTempe, AZ09/2009 - 04/2010Managed accounts for Internet and Digital Voice customers with accounts 30-90+ days past due. Organized and managed accounts from a daily WorkFile that I compiled from the weekly Aging Report. Called customers daily documented, updated and logged all calls. Processed past due payments and set up payment arrangements on delinquent accounts. I composed and mailed Final Balance notices for customers who canceled their service and Final Disconnect notices for customers whose service was suspended fornon-payment. Handled the Bad Debt Write Offs for customers who did not respond or reply to my calls or notices regarding non-payment. Worked with Billing and Customer Service to maintain consistent payments and payment arrangements. Provided customer service and support. Reviewed bill dates, due dates, billing and payment histories and billing cycles with customers. I was a salary employee who would telecommute. Worked in the office 2 days a week for 10 hours to compose Bad Debt Write Offs, Final Balance and Final Disconnect notices. The other 30 hours a week I worked from home. In 6 months I reduced the aged accounts by 50% and the Bad Debt write offs from 10 per week to 0 (none). Company provided laptop and cell phone.WELLS FARGO/REM/X STAFFINGLOAN PROCESSORTEMPE, AZ01/2009 - 03/2009Worked in an Inbound/Outbound Call Center Processing Stream Lined residential loans. Each loan was expected to be processed within 30 days. I handled every aspect of Loan Processing and Customer Service including but not limited to Welcome/Closing Calls, Denial Calls, Data Entry, Verification of Employment (VOE), Reasonableness of Income (ROI), collecting data such as Bank Statements and all other pertinent personal data needed from applicants. I effectively moved my applicants through my 125+ loans pipeline in a timely and efficient manner. I also provided Customer Service to the loan applicants in my pipeline and to inbound applicants who were following up on the status of their loans. I addressed all inquiries, questions, and concerns. I also referred loan applicants to our bank for additional products, services, and other loans they may be eligible for.COMCAST CABLE COMMUNICATIONSCAE II (SENIOR CUSTOMER ACCOUNT EXECUTIVE)STERLING HEIGHTS, MI02/2007 - 08/2008Worked in a very fast-paced Inbound/Outbound Call Center in the Retention Department for Comcast. My duties included retaining customers who wantedto discontinue their cable, internet or phone services with Comcast and/or switch to a competitive provider. I provided every aspect of CustomerService duties. I retained customers by using our 4 step retention process, re-selling the value of our cable, high-speed internet and Comcast Digital Voice (CDV) phone service, downgrading service, extendingspecial promotions and offering discounts. I also addressed all billing and customer service questions and concerns, and some technical issues. Ifollowed up with customers who were on special promotions or added new products and services to verify they are satisfied with our services andproducts. I also established and set up new accounts and scheduled new service and disconnectionsPOLK CITY DIRECTORIESCUSTOMER SOLUTIONS ACCOUNT MANAGERLIVONIA, MI12/2003 - 06/2006Worked in an Inbound/Outbound Call Center providing customers w/solutions to help expand their businesses, prospect new customers, generate newbusiness and to target markets effectively for sales and marketing campaigns. Performed on-line demonstrations with customers, demonstrating our standard and new products; Helped increase current customer base revenue by upgrading from our standard products to our high end products; Renewed and sold customers our on-line and software based products;Provided overall customer support, including annual subscriptions, advertising, plus sales and marketing solutions. Provided Customer Service,by addressing any questions or concerns customers had regarding our services,products and/or billing inquiries; Data Entry, AS/400 and AMU Systems; Generated $200,000+ in sales and revenue in 9 monthsMAJOR MORTGAGERECEPTIONIST/LOAN ORIGINATOR/PROCESSORSOUTHFIELD, MI06/2001 - 03/2004Answered calls on multi-line switchboard. Resolved customer inquiries, data entry, light filing. Processed and distributed incoming and outgoingmail. Assembled and compiled loan application packages and insurance billing. I moved up to Loan Originator then Loan Officer.LOAN ORIGINATOR/PROCESSORI screened potential borrowers, individuals or businesses in need of loans. We specialized in Commercial, Government, Reverse and Consumer mortgage loans. Conventional, HUD and FHA loans also. I helped clients apply for loans, pulled credit reports, completed loan applications, verified employment, analyzed and verified the application to determine the client's creditworthiness based on debt-to-income ratio. I heavily assisted in processing my own loans. I worked very closely with my loan processors and the Closer who showed me the correct way on how to get loans approved by Lenders. Made denial calls if applicants were not approved.Education:Major: Communications: Radio/Television Broadcasting, Associate Degree:Specs Howard School of Broadcast Arts, Southfield, MIMajor: Business Administration/ MarketingLewis College of Business, Detroit, MISkills and Abilities:Video and Audio Productions, Vocal Performance, Broadcast News Writing, Station Operations, Commercial Writing, Commercial Performance (VoiceOvers), News Writing, Studio Performance; Intern and shadowed for John Mason on the "MASON IN THE MORNING" Radio Show, Motivational Speaker for various men and women high or at risk groups.Honors and Activities:Won numerous Sales Awards, Sales Medallions, Cash and other prizes; Won All Expense paid vacation to St. Pete Beach, for Top 10 Sales Representatives achievement. Passionate regarding Human Services and Charity Work. Volunteered at Boulevard Temple Retirement Home where I visited Residents battling Alzheimer's and Dementia. Coordinated various Activities for the ResidentsNotes and Other Information:I am a dedicated, hard worker. I have many talents and attributes that allow me to be an asset in any work environment. I demonstrate self-motivation, high energy, discipline, Im a fast learner, have leadership qualities and strong work ethics. I am a people person with an outgoing personality. I work well independently as well as with a team. As a seasoned professional with many years of experience and training in Corporate Customer Service/Support, Sales, Marketing, Mortgage/Banking, Management, Collections, Retention, Human Services and On-Air Radio/TV Talent. I bring a very solid, level of diversity. |
