Customer Service Relations
Resume:
JUSTIN PORTER
CUSTOMER SERVICE TRAINER/LEAD/MANAGER
CONTACT
ad5o83@r.postjobfree.com
PROFILE
I’m looking to obtain a customer service/collections management position where I can effectively utilize my expertise in customer relations and staff leadership. I have held and maintained a few trainer and lead positions and I feel that my experience better suits businesses road maps to effective leadership.
SKILLS
TRAINING
SKIP TRACING
LEADERSHIP
MICROSOFT OFFICE
NEGOTIATION
COACHING
BUILDING RAPPORT
EXPERIENCE
Vivid Seats
June 2023-Current
Back-end Agent-Manage broker emails-create invoices based on specific broker instructions from purchases. Respond to market places regarding delays on orders, I hand date changes, incorrect tickets forwarded, troubleshooting through automation services to fulfill orders via QR codes, transferless links, etc. Manually fulfill orders via account managers. Closing fulfilled orders in brokers emails, brokers portals, and seller services portals. Call brokers for issues regarding unable to login to accounts for fulfillment.
Flagship
Sept 2021- Current
Collections Agent-Incoming/outgoing collection calls-calls on accts 0-60 days past due. Negotiation of payment. Discussion with customers about alternate ways of making payments to assist with bringing accounts current. Thinking outside of the box to assist customers with past due loan payments and balances, as well as identifying if an account is eligible for assistance, ie., loan extensions/deferment/due date change. Loan modifications such as lowering interest to help customer keep their vehicle. Payment plans. Skip tracing. Processing payments. Complete documentation.
US Bank
July 2019-September 2021
Team Lead- Be available to waive fees. De-escalate account sensitive, aggressive customer calls. Research escrow refund report weekly. Correct, close, and open work cases for numerous unresolved or incorrect issues. Answer calls from associates at every site in an assist queue. Update numbers board/spreadsheets. Answer calls regarding private mortgage insurances, taxes, homeowners insurance, managing escrow, FHA guidelines, and credit reporting. Explain escrow shortages.
Kohl’s Contact Center
October 2016-June 2019
Lead in training- Card services: Floor Support and escalation calls. Review accounts and transaction details. Reverse late fees/change account due date. Credit Bureau resets. Credit limit increases. Digital Commerce Customer Care: Online order placement/tracking. Open order cases. Find a solution to order issues. Account troubleshooting. Collections: Negotiate payment. Negotiate payment arrangement for balance in full.
EDUCATION
Arlington High School
Riverside, CA
Graduation year: 2009
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