*** ****** **** #*, *******-Salem, NC *****

Phone: 336-***-**** E-Mail: r acavx3@r.postjobfree.com

R idgely Cash Jones

SUM MARY

• Seeking position that utilizes leadership, strategic, analytical, customer service and

collection abilities

• 18 years business experience including 7 years Credit/Collections experience, 4

years Billing L iaison/Records Retention, 2 years Customer Service, 2 years Support

Network as a Management Operations Systems Analyst and 1 year Upselling

experience

• Computer skills in MS Office, MS Excel, Access; Proficient in N ICE, Web Ex and

Voice Conferencing skills; CSP, CAS, Accurint; excellent wri t ten/oral communication

skills, strong negotiation skills, skip t racing skills, coaching and t raining skills

• Capable, disciplined and self managed, multi-task oriented, able to drive results

SKILLS

Project Management Coaching/Development Billing Collections Customer Service

T raining

KEY ACCOMPL ISH MENTS

Jan 2009 – Aug 2011 American Express Greensboro, NC

Management Operations Systems Analyst (MOSA)

• Call Model adherence, Call Model skill execution

• Provided consistent collection/credit call monitor coaching feedback to Team Leaders

and Customer Care Professionals on Full Call Model Execution

• Provided consistent coaching feedback to OJT Customer Care Professionals in

learning curve environment

• Identified calls demonstrating skills used for t raining and coaching

• Managed multiple priority lists and deadlines on time to meet business needs

• Engaged, facilitated and participated in bi-weekly call calibrations with partner sites

to ensure consistency in monitoring across networks

• Drive performance results for teams through value-added supplemental coaching

and one on one feedback

• Provided effective feedback in monitoring process and guideline changes

• Demonstrate Team Leader approach to provide monitor feedback

• Trained new MOSA on Call Model and MOS “Past Due” and “Currents” Guidelines

Oct 2008 – Dec 2008 American Express Greensboro, NC

Customer Care Professional 60+ - Credit Operations

• Handled high volume inbound/outbound calls on 60+ days past due and/or cancelled

accounts

• Prevented and/or minimized loss and r isk on past due accounts by collecting

payments

• Negotiated payment options to resolve total due

• Sent Flag letters

• Skip t raced

Feb 2004 – Oct 2008 American Express Greensboro, NC

Account Manager – C.O.R.E.

• Handled inbound/outbound calls and collections on 60, 90, 120+ days past due and/or

cancelled accounts

• Managed monthly portfolio owned of approximately 150 accounts

• Analyzed and prioritized accounts for effective collections

• Negotiated payment options to resolve balance in full

• Skipped Traced using CBR, Accurint, FastData and various search engines

• Knowledge of FDCPA and Fair Credit Act regulations and policies

Aug 2003 – Feb 2004 American Express Greensboro, NC

Account Representative – STARR

• Tested projects before direct roll-out into BAU Credit; Projects included: Balance

Paydown Program, Oasis, Adverse Action LOC Reduction Program, Home Equity

Loan Project, Davox testing and Risk Strategies testing

• Stack ranked #2 on the team

Sept 2002 – Aug 2003 American Express Greensboro, NC

Credit Representative – Credit BAU

• Handled high volume inbound/ outbound calls on past due and/or cancelled accounts

• Prevented and/or minimized loss and r isk on past due accounts by collecting

payments

ED UCAT ION

North Carolina Central University Aug 1990 – Feb 1993

Durham, NC

Math Major

Contact this candidate