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Click here or scroll down to respond to this candidateCandidate's Name
Jacksonville, FLEMAIL AVAILABLEPHONE NUMBER AVAILABLEDynamic, results-oriented individual with over 20 years of experience in the Customer Service/Collections/Jr Trainer and Call Center industries. Customer service focused with keen attention to detail. Looking to obtain a job opportunity in the Customer Service/Collections/Jr Trainer fields where the contributions of my leadership and communication skills will be a valuable asset to your companyWilling to relocate to: Jacksonville, FLAuthorized to work in the US for any employerWork ExperienceCustomer Service Representative (WFH)Freedom Mortgage-Jacksonville, FLMay 2023 to May 2024 Answering customer inquiries Taking mortgage payments Responding to inquiries about tax issues and disbursements Reviewing and explaining escrow disclosure statements Researching customer complaints or concerns Correcting or adjusting records Assisting in maintaining customer insurance information Generating leads for new loan Encouraging callers to sign up for AutoPayJR Sales TrainerAll Service financialJanuary 2020 to February 2023Responsibilities included but were not limited to: Searching for gaps in training content and materials that need updating to generate higher productivity and safety among staff Researching new training supplies and materials that can enhance a firms training procedures while providing value to employees Identifying future training needs and creating a curriculum to facilitate that training Leading programs to assist employees with transitions due to technological changes, acquisitions and mergers Communicating with management, trainers and team members to ensure that all needs are met Setting up executive or leadership development programs for lower-level employees Conducting orientation programs and arranging on-the-job training for new hires Resolving any specific problems and tailoring training programs as necessary Customer Service/Collection RepresentativeWeb.comAugust 2014 to January 2020Responsibilities included but were not limited to: Monitor the firms accounts receivable and identify overdue accounts. Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments. Use credit bureau data, post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers. Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer. Resolve customer issues and complaints concerning billing. Submit regular reports on the status of unpaid accounts and any repayment progress. Customer Account Executive (Retention)Comcast cable-Jacksonville, FLJanuary 2007 to August 2014Responsibilities included but were not limited to: Resolve complex service issues to guarantee customer satisfaction and retention Scheduled and followed up with clients on future seminar invitations Adhered to productivity, schedule adherence, and phone variance goal daily Ability to quickly establish a rapport with customers, up-sell to multiple products when appropriate Answering questions related to customer billing statements and general inquiries, as well as for the Resolving of payment concerns. Offering Comcast products and services to meet customer needs. Thinking and exercising sound judgment, and acting responsibly in the customer's and the company's best interest Interacting with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries Eliciting and recording customer information and inquiries, following prompts from a computerized system. Correcting errors and discrepancies on customers' billing statements as necessary Demonstrating good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner Explaining billing cycles, processes, and prorates effectively to ensure that customers understand their statements Researching billing history using computerized systems Attempting to collect delinquent account balances. Generating copies of billing statements and researching billing history using computerized systems and microfiche when applicable Facilitating interactions with customers in a way that is in accordance with the Company's service strategy. Demonstrating awareness of company policies and procedures while applying sound judgment, when necessary. Achieving strong records of outperforming sales quotas, developing new business and strengthen existing customer relationshipsWeb.comEducationDiplomaN.B. Forrest High SchoolAugust 1999 to June 2001Skills Ability to sustain a high level of confidentiality and professionalism. Excellent organizational skills while working independently Ability to work collaboratively and communicate effectively with team members at all levels of the organization. Strong diplomatic skills while assisting clients Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues. Excellent interpersonal skills while assisting other employees Proficient with Microsoft Word PowerPoint Excel Access Front Page Outlook Windows Operating Systems Human Resources Employee Orientation Sales Management Active Directory Business Development Customer service Customer service Communication skills Organizational skills Office experienceAssessmentsSales skills ProficientJuly 2022Influencing and negotiating with customersFull results: ProficientCall center customer service ProficientMay 2022Demonstrating customer service skills in a call center setting Full results: ProficientCustomer service ProficientMay 2022Identifying and resolving common customer issuesFull results: ProficientCustomer focus & orientation ProficientMay 2022Responding to customer situations with sensitivity Full results: ProficientIndeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. |
