Customer Service Quality Assurance

carnethia steward

** ******* **

gahanna, OH ****0

****************@*****.***

Phone: 614-***-****

OBJECTIVE:

Results-orientated, enthusiastic professional encompassing seven years of Customer

Service and currently in Collection Department using excellent innovative communication

skills, strategic recovery techniques, and versatility to perform work by using a strong work

ethic with dedication to achieving company goals to overall company profit. Areas of

expertise include:

*Sales Experience *Detail-Oriented *Quality Assurance

*Analytical Assessments *Client Relations *Time Management

*Problem Solver *Mentor *Account Reconciliation

*Credit experience/ Loss Prevention *Leader *Team Player

EXPERIENCE:

July 2005 Bank Of America Pratice Solution Westerville, OH

to Senior Collector

Present

*Collect on Delinquent accounts by phone

*Detect possible troubled accounts

*Assist in "need to know" procedures for distressed accounts

*Create payment plans for troubled accounts

*Excellent communication with customer and co-worker

*Assist different department with projects when needed

July 2002 MBNA Corporation Atlanta, GA

to Fraud Service Analyst

July 2005

*Performs investigations to determine the source of fraud applications

*Replies to all mail received in Fraud Control from the customer

*Continuously monitors accounts for unusual activities and contacts client if necessary

Fraud Detection Analyst

*Accountable for minimizing corporate losses liquidation of fraud losses

*Verified customer was the presenter of card at point of sale

*Reviewed transaction history and activities on fraudulent accounts

Customer Service Specialist

*Provided assistance to clients on their accounts

*Evaluated client accounts to better assist in problem resolution

September 2000 First Data Inc., Corpus Christi, TX

to Customer Service

June 2002

*Handled customer inquires using various techniques for smooth transactions

*Devised solutions for verified customers for inbound calls and in-house mail

*Analyzed and evaluated accounts for potential credits

*Achieved productivity standards through strategic planning

*Responsible for logging and monitoring an average of 4,000 accounts monthly

*Assisted management in daily productivity reports and other duties

June 1997 Del Mar College Corpus Christi, TX

Testing Clerk

June 1997 Del Mar College Corpus Christi, TX

to Testing Clerk

June 1999

*Assisted potential and current students for varied enrollment tests

*Prepared students for English proficiency tests

*Cognizant of the importance of maintaining security and confidentiality of office records

Student Assistant

*Assisted students with special needs to ensure a successful transition to college life

*Utilized Microsoft Word and Windows 98 software for testing procedures

EDUCATION:

1999 Del Mar College Corpus Christi, TX

Social Work & Sociology, A.A. Social Work GPA: 2.5

ACTIVITIES:

*Assisted with student government events

*Provided assistance to lead for women events

*Accountable for monthly news letter for Bank of America

Contact this candidate