Customer Service High School
Resume:
LaKenya C. Hagood
Greenville, SC 29602
Email: ******@*****.***
Objective: To obtain a position with prestigious company with room for growth; which will allow me an
opportunity to expand my education and work experience while contributing to the success of my
employer.
QUALIFICATIONS: Known self-starter with short learning curve to assimilate new skills & tasks.
More than 15 years of experience in Customer Service and Collections. Excellent comprehension and
cognitive skills in determining appropriate resolutions and effectively communicate with customers.
Superior verbal communication and negotiation skills. Work well with or without supervision and under
pressure. Knowledgeable of 1st and 2nd mortgage loan servicing. Familiar with tracking databases &
maneuvering around internet. Familiar with loan terminology, rights & processes. Excellent work ethic,
high productivity and acute attention to detail. Certified tax preparer. Experienced in Credit bureau
analysis, payment processing, data entry, record keeping, order tracking, payment processing, word
processing & excel.
EXPERIENCE:
07/13-02/08 Resurgent Capital Services, LP Greenville, SC
Assistant/Team Leader Performing Loan Consultant
Receive & Review loan information on mortgages, student loans and credit card accounts. Managed
“Who’s On”on-line chat with consumers online. Identify and recommend optimal workout strategies.
Recommend legal strategies as necessary to increase frequency of borrower contract based on current
delinquency. Maintained and exceeded levels of productivity & quality to ensure company standards
were met. Used investigative skills to collect on delinquent debt. Processed credit card & check
payments. Executed and presented daily reports for external clients & collector incentive reporting to
management
02/08-02/06 Recruiting Solutions (Temporary Agency) Greenville, SC
Performing Loan Consultant for Resurgent Capital Services
CCA Billing Specialist for Nuvox Communications (completed assignment)
07/06-02/08 Nuvox Communications
Project Coordinator/CCA Billing Specialist
Managed multi-line telephone system. Accept inbound calls and establish call model procedures to
determine situation for scheduling new and existing customer’s orders through the provisioning process
which includes moves, PRI’s MPLS, Analog, SIP Trunk, 2Way DIDs and internet. Verified T1 circuit
installs, site requirements completion and firm port release is received before installation.
Coordinate with customer and verify accuracy on service tickets and provide technical support as needed.
Processed and filed billing invoices for vendors & client files to insure accuracy of payment
Properly updated documents in all customer service operating systems for accuracy and readiness.
EDUCATION: June, 1995 Southside High School High School Diploma
May, 2003 Greenville Technical College Human Services Certificate
May, 2010 Greenville Technical College Pursuing Business Mgmt. Certificate
(18 credits)
References Available Upon Request
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