Customer Service Representative

CHANTEL l. REID

**** *** **** **.

Home: 813-***-****

Tampa, FL 33610 *******@*******.***

Cell: 813-***-****

OBJECTIVE

Strong team player with a strong work ethic in search of a professional and

positive management environment.

PROFESSIONAL SUMMARY

. 5 years Team Lead/Supervisory experience.

. 3 years Claims Processing experience with Commercial Insurance,

Medicaid and Medicare.

. 12 years experience in Customer Service and Operations in a call

center environment.

. Excellent oral and written communication skills.

. Ability to envision goals and develop strategies to motivate team and

co-workers to achieve those goals through time management.

. Comfortable in fast-paced environment. Excellent ability to handle

multiple tasks. Excellent analytical, problem solving, communication

and organization skills.

. Excellent interpersonal skills, with demonstrated ability to

positively influence change among customers, agents and network

providers.

PROFESSIONAL EXPERIENCE

Ford Motor Credit, Tampa, FL

Skip Tracing Team Leader - Collections

11/2010- Current

. Responsible for delinquency and loss mitigation, and ensuring that

portfolio losses (via charge off and repossession) are kept to an

absolute minimum

. Manage portfolio consisting of accounts that are 0 to 120+ days

delinquent and then throughout the Recovery Process.

. Reduce potential mandatory loss accounts and maximizing recovery

dollars on this segment while operating within procedures.

. Ensure all team members are in compliance with the Fair Debt

Collection Practices Act (FDCPA) and company policies.

. Perform all skip tracing and subsequent research; make recommendations

for legal action / collection on accounts; assist with claims and

collections procedures;

Loss Prevention Team Leader - Collections

6/2006-11/2010

. Oversee a unit of eight to ten collectors, ensuring their unit objectives

and standards are met. Compile and analyze statistical data relative to

collector and portfolio performance, monitor live calls and provide

regular feedback and one on one coaching to team members.

. Responsible for delinquency and loss mitigation, and ensuring that

portfolio losses (via charge off and repossession) are kept to an

absolute minimum

. Handle escalated collection calls, review the status of delinquent

accounts to ensure proper frequency and quality of activity and handle

collection efforts.

. Review and approve repossession requests daily from team members and

responsible to manage monthly portfolio to ensure the budget is met by

minimizing credit losses for the company.

. Ensure team financial and business objectives established are met or

exceeded consistently, including but not limited to team recovery and

productivity goals.

. Develop and refine the skills of the team in critical areas such as skip

tracing, call techniques, negotiating settlements, credit counseling and

problem solving.

CHANTEL l. REID

Page 2 H: 813-***-****

Ford Motor Credit, Tampa, FL

Collections Representative

5/2002-6/2006

. Resolving late stage delinquencies on auto loans through both inbound

and outbound collections calls. Collect on past due auto loans ranging

from 45-90 days past due.

. Submit accounts for repossession if unable to resolve. Develop

restructuring plans to assist clients in resolving delinquency and

avoiding repossession of vehicle. Maintain and control loan loss and

delinquency to meet or exceed plan for the region.

. Determining reasons for non-payment, negotiating payment arrangements,

offering suggestions to customers on how to meet their obligations and

advising them as to the possible consequences of not meeting the

obligations.

. Perform all activities related to collecting amounts due on auto loans

in compliance with Ford Credit policies, procedures and practices as

well as all state and federal regulations including all requirements

of the Fair Debt Collection Practices Act (FDCPA).

CIGNA Healthcare, Tampa, FL

1/2000 - 5/2002

Customer Service Representative

. Process intermediate-level claims including Inpatient room and

board.

Provide well-being benefits and services for employers, consumers and

providers nationwide.

. Interpret and communicate policy benefits, claim status and

authorization status for commercial plans.

. Responsible for assisting team members with questions and research on

Cigna Healthcare's systems, standard operating procedures and complex

issues including provider complaints, eligibility problems for tape,

manual and COBRA accounts.

. Responsible for educating and promoting Cigna Healthcare and products

offered to consumers at time of open enrollment.

. Help to ensure that the change from one insurance company to Cigna

Healthcare is as smooth as possible (nationally well recognized project).

EDUCATION/PROFESSIONAL DEVELOPMENT

Graduate, King High School

Hillsborough Community College - 2001

. Problem Solving and Diffusing Anger course (Professional Management

Training INC)

. General working knowledge of MS Office (Excel Certification 2002)

PROFESSIONAL ORGANIZTIONS AND ACHIEVEMENTS

. Six Sigma Green Belt Certified - June 2010

. Ford African American Network

Contact this candidate