Customer Service Quality Assurance

Maureen Gilmore

**** *. ******** ******, ****, Arizona 85201

Residence: 480-***-****, Cellular: 480-***-****, E-mail: ***************@*****.***

PERSONAL OBJECTIVE

Seeking a position where my experiences and successes simultaneously managing multiple Fortune 500

client accounts, effective communications and organizational leadership will accomplish the goals of the

position and mirror the mission of your company.

AREAS of EXPERTISE

• Staff Leadership *Regulatory Compliance (Collections) * Accounts

Receivables

• Web/Standard Invoicing *Client Database Account Management *Corporate Billing &

Finance

• Account Prioritization * Verbal & Written Communications *Client Research/Skip

Tracing

SUMMARY of QUALIFICATIONS

• Experience: Offers over twenty (20) years of experience in appointed leadership positions;

Specialized Credit Collector, Collector/Credit Specialist, Lead Collector, Trainer, and Quality

Assurance working for Mobile Mini and Allied Interstate Collections.

• Education (Certification) & Training:

*Certification: Basic Electrical, Pima College, Tucson Arizona.

*Training: Intense training received in hands-on and self-taught quality assurance environments.

* Regulatory Compliance: Adherence to the Fair Debt Collection Practices Act (FDCPA) and

Demonstrated knowledge and applied use of Personal Protective Equipment (PPE) taxes.

• Communications: Effectively communicates in written and verbal formats; uses “plain talk” and

layman’s terms to communicate with clients, and internal jargon and acronyms with internal staff.

•

EMPLOYMENT HISTORY

Corporate Credit Collector – 1st party – American Express, Deer Valley, AZ October 2012 – May

2013

Took Inbound and outbound calls from a dialer to collect any outstanding balances. Reviewed

accounts for support, (short term loans) when requested, determine if account is eligible and add to

card for use over set period of time, up to 7 days. Explained accounts to client, why they are

experiencing declines and resolve any issues or questions in timely manner. Educate client on status

of account and when payment is due and offer to take payment over the phone to prevent cards

from becoming past due.

Specialized Credit Collector (1st Party), Mobile Mini, Tempe, Arizona; April 2006 – June 2012

• Appointed oversight to over nine-hundred (900) Fortune 500 retail accounts including Wal-Mart,

Safeway, Southwest Airlines, Walgreens, State Farm, and specific Government accounts.

• Quickly processed, managed, and monitored delinquent accounts averaging seven hundred fifty

thousand dollars ($750,000;$750K) in past due fees.

• Maintained an average customer delinquency rate of 4% with the lowest average of 0.64%

compared to an industry average of 8%.

• Provided expert level account billing and payment resolution services ensuring clients’ accounts

were properly managed and updated according to internal processes.

• Thrived in independent and team environments successfully exceeding all assigned tasks on a

regular basis.

• Demonstrated the ability to create spreadsheets and the use of data entry functionalities to

generate generic and /or “dummy” invoices with detailed line items for products and services

received.

• Used professionalism and customer “care” services to take inbound calls on behalf of teammates;

guaranteed a quick billing/payment resolutions with all inquiring account holders.

Credit Specialist/Team Lead (3rd Party): Allied Interstate Collections, Chandler, Arizona; January

1999-April 2006

• Appointed Team Lead to a team of five (5) Skip Tracers; conducted real-time training, coaching,

and mentored staff to ensure departmental guidelines were followed with professionalism.

• Build rapport and used exceptional customer service with negligent and delinquent Sprint Cell

Phone customers; worked out payment plans to pay off or pay down accrued debt.

• Used multi-tasking efficiencies to manage dual databases and multiple screens on client

information generated from an auto-dialer.

• Within company guidelines and through “creative processes” successfully collected past due

monies from delinquent customers using skip tracing techniques, LexisNexis and local library

databases.

• Used good telephone etiquette to respond to customer inquiries and provided customer education

on the business role and purpose of the company.

• Received financial incentivizes/bonuses by collecting the maximum amount required for cell

phone payments

ADDITIONAL WORK EXPERIENCE

*Quality Assurance (QA) Lead, Tech Medical Manufacturing; Tempe, Arizona

* Customer Service Supervisor, 84 Truck Stop (Retail); Tucson, Arizona

* Trainer/Cashier, Ripe Tomato Restaurant; Mesa Arizona

* Shift Leader, Angels Restaurant; Mesa Arizona

PROFESSIONAL DEVELOPMENT

• Computer Skills: MS Word, Basic MS Excel, MS Outlook, Internet, Lexis/Nexis

• Customer Relationship Management/Client Specific Databases: CRM Databases, Result,

Credit Card Merchant Systems

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