Customer Service Sales

TERRENCE O. FREEMAN

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**** ** *** ******* ********, FL 33076 954-***-****

SUMMARY of QUALIFICATIONS

Analyst. Record of identifying and seizing opportunities to achieve company objectives by assessing business

circumstances, reviewing complex data, and developing strategies to accomplish business goals within highly

competitive markets.

Innovator. Always seeking new, creative, and efficient methods to achieve goals and develop alliances to promote

corporate objectives.

RELEVANT EXPERIENCE

TELEPERFORMANCE ASD Shreveport, Louisiana

Technical Support Analyst – 11/2011-07/2012

• Served as customer contact on service related problems.

• Diagnosed software and network systems related failures using established procedures.

• Determined most cost effective repair/resolution to minimize customer downtime.

• Analyzed reports of product failure trends and service ability issues.

WELLS FARGO HOME MORTGAGE Birmingham, Alabama

Mortgage Loan Adjuster/Home Preservation Specialist – 05/2010-03/2011

• Mitigated loss while allowing borrowers to retain their home.

• Maintained applicable compliance conformity as it relates to data integrity and risk management.

• Provided a single point contact to borrowers whose loans are delinquent or at high risk for delinquency.

• Assisted borrowers to find solutions to maintain home ownership, including HAMP, proprietary

modifications, RPPs, etc.

• When retention options are not possible, discussed other solutions including short sales & deeds in lieu.

• Analyzed borrower’s financial situation and made recommendations on loan modifications/workout options

to resolve delinquency.

• Identified, maintained, tracked and logged requested documentation for loan modification review.

• Notified borrowers of loan modification decision, current status, options, timelines, coordination touch points,

and borrower obligations through the process.

• Performed risk evaluations.

• Achieved 99% of customer decisions within 5 business days from receipt of documents.

• Maintained error-free loans on the DIMA report.

CHECKSMART FINANCIAL Birmingham, Alabama

Financial Service Representative – 06/2008-03/2011

• Examined, evaluated and processed loan applications, check cashing transactions and all other relevant

transactions.

• Assessed risk and made decisions, within established limits, to accept or reject a financial transaction.

• Met growth goals through internal marketing.

• Met collection goals through contact calls, establishing promise to pays and coordinating collection activities.

• Explained, promoted, or sold products or services such as loans, check cashing service, money orders, wire

services and pre-paid cards.

• Balanced currency, coin, and checks in cash drawers at end of shifts.

• Monitored vault to ensure cash balances are correct.

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TERRENCE O. FREEMAN

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7434 NW 112 Terrace Parkland, FL 33076 954-***-****

REGIONS BANK Homewood, Alabama

Assistant Branch Manager/Internal Sales Manager – 08/2007-04/2008

• Managed operations of a $250 million deposit base branch, including personnel development and

management, with primary function of creating an effective sales environment (consumer and commercial),

including generation of quality loan portfolio, and ensured a high level of customer service.

• Assumed branch responsibilities in absence of Branch Manager.

• Ensured branch abided by and promoted high audit standards.

• Participated in training and oversaw preparation for branch sales and operational weekly meetings.

• Actively participated in community and civic activities and recommended ways of enhancing the market

share and presence of Regions in the community.

SUNTRUST BANK Chattanooga, Tennessee

Assistant Branch Manager – 01/2006-08/2007

• Responsible for driving branch performance results through direction, leadership and execution of superior

sales and service behaviors and activities by the entire team in order to exceed branch sales goals.

• Conducted outside sales to bring in new business banking clients, while also maintaining and expanding

existing personal and business banking relationships.

• Provided expertise in operational and risk management policies and procedures.

• Promoted an environment where the mix of operational risk is moderate/low and sales opportunity and

complexity is moderate/high.

• Responsible for the selection and retention of top talent, preparation and conducting of timely performance

reviews and pay decisions within the branch.

CINGULAR WIRELESS Chattanooga, Tennessee

Assistant Store Manager – 11/2004-10/2005

• Hired, trained, supervised and motivated an 8-member team of full and part-time sales representatives to top

performance by using proven leadership and sales techniques.

• Managed day-to-day activities of the sales floor. Continuous direct customer service.

• Consistently lead team in achieving sales quota and customer service objectives.

• Tracked and analyzed all daily sales data.

• Performed daily accounting.

VERIZON WIRELESS Murfreesboro, Tennessee

LNP Technical Representative – 09/2003-07/2004

• Handled and resolved web-based customer related issues.

• Prioritized and organized daily follow-ups to ensure timely resolution.

• Resolved escalated business customer issues.

• Troubleshoot service and equipment issues.

CIGNA HEALTHCARE MEDICARE ADMINISTRATION Nashville, Tennessee

Liability Specialist – 10/1999-09/2003

Identified and corrected claim errors and completed statistical reports.

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• Investigated potential Medicare Secondary Payer (MSP) situation and determined other program

involvement.

• Calculated overpayments.

• Requested refunds from beneficiaries, providers and attorneys.

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TERRENCE O. FREEMAN

th

7434 NW 112 Terrace Parkland, FL 33076 954-***-****

STATE FARM INSURANCE COMPANY Murfreesboro, Tennessee

Auto Claim Representative – 03/1999-06/1999

• Investigation and deposition of automobile accident claims by payment or denial in Metro and rural

territories.

• Developed and analyzed data needed to determine liability or the company’s obligation under the

insurance contract.

• Appraisal of damaged vehicles and other property and/or claims.

ELECTRONIC DATA SYSTEMS CORPORATION Montgomery, Alabama

Financial Analyst – 04/1997-03/1999

• Researched, documented and disbursed payoff checks on behalf of The Department of Education.

• Reconciliation of all disbursed and cleared checks with the petty cash account.

• Worked on-site in Washington D.C. to help implement software applications compatible with the

Federal Direct Loan Program.

• Maintained and analyzed reports compiled by database to determine and monitor the workflow of

each team member.

FIRST TUSKEGEE BANK Montgomery, Alabama

Staff Accountant – 02/1996-04/1997

• Assisted in the preparation of all monthly financial statements, including confidential reports

reviewed by The Board of Directors.

• Responsible for all aspects of accounts payable, accounts receivable, petty cash, collections, payroll,

vendor invoices, client billing.

• Entered and posted invoices to general ledger.

EDUCATION

ALABAMA STATE UNIVERSITY

Bachelor of Science, May 1996, concentration in Accounting.

COMPUTER SKILLS

• Successfully operate PC Compatible personal computers as well as the respective installation in workstations

and LANs.

• Huge knowledge of microcomputers hardware and their installation and configuring.

• Proficient in Windows software packages, which include NT, XP and Vista as well as AS400.

• Extensive experience in all Microsoft Office applications.

• Proficient in the most widely used Internet browsers: Internet Explorer.

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