Manager Customer Service
Resume:
Bernice Keys-Robinson
Irvington, NJ 07111
Phone: 973-***-****
Cell: 352-***-****
Email: ********@*****.***
SUMMARY:
Professional with experience in all facets of credit and collections,
including domestic, international, consumer and commercial collections.
Areas of expertise include analysis and sound collection methods, managing
accounts receivable, approving orders, investing new credit applications
and interfacing with outside members of credit and collections associates.
EXPERIENCE:
Ajilion Finance
Parsippany, NJ
2008-2010
Credit and Collection Analyst
. Called on attorney accounts/law firms to collect on past due balances
up to 3yrs delinquent, devised payment plans to get them up to Net 30
status and keep DSO under 90 days
. Daily accounts reconciliations, research claims for accuracy
. Chargebacks on incorrect invoices
. Handled a portfolio of over $1 Million
Wachovia Bank
Newark, NJ
2006-2007
Financial Specialist
. Respect and identity qualifying leads for existing customers.
. Strengthen and develop new business with existing customers.
. Provide financial consulting to existing customers and assesses their
long term financial goals.
MBNA America / Bank of America
Newark, NJ
2004-2006
Customer Marketing Account Manager
. Contact and/or respond to customers to encourage usage by soliciting
balance transfers and direct deposits using MBNA benefits, affinity
marketing, and promotional interest rates.
. Provide the highest level of customer service to each customer by
answering questions and fulfilling various customer requests (i.e.
credit line increases, promotional rates, card reissues and cycle
changers).
. Utilize product knowledge, selling strategies/ techniques and problem
solving skills to successfully overcome customer objections.
. Maintain awareness of competitor's products and applicable bank
procedures to assist in the Customer Marketing effort. Specialists
have promotion and additional schedule opportunities by achieving the
required performance and quality standards of the department.
. Demonstrated ability to identify obstacles to sales, persuade others
in a positive manner and foster a positive bank image.
. Knowledge of credit card products and services including Federal
Consumer Credit Regulations.
CIT GROUP (Formerly Lucent Technology Production Finance)
Livingston, NJ
2000-2004
Asset Management Specialist/Collections
. Remarket Lucent Telecommunication and other major manufacturing
equipment to corporations in a commercial leasing capacity regionally
and nationally.
. Handle customer relations, credit and collections in an effort to
renew long-term leases or purchases.
. Coordinate equipment returns at lease end.
. Calculate fees for upgrades in a sales support capacity.
. Negotiate fair market values of renewals.
. Engage in extensive trouble-shooting and follow through with problem
resolution.
. Bring delinquent accounts up to date in order to renew or upgrade
. Train and evaluate equipment lease terms, contact policies along with
company procedure
Page 2
The New York State Insurance Fund,
New York, NY
1994-2004
Confidential Field Investigator
. Conducted investigations and supervised a staff in the confidential
unit under the auspices of the Executive Director of the Insurance
Fund.
. Investigated and spot-checked irregularities within the state
insurance fund and suspected collusion between state fund personnel
and others with emphasis on worker's compensation.
. Investigated alleged frauds perpetuated by others against the Fund.
. Managed special projects as governed by the Executive Director.
. Conducted investigatory hearings, took testimony and prepared cases
for prosecution, as required.
. Worked with and trained local law enforcement and the F.B.I. with
respect to Worker's Compensation fraud.
. Independently investigated policyholders insured with the state
Insurance Fund to detect any fraud perpetuated against the State.
. Tested claims investigations developed evidence of fraud and collusion
and formulated comprehensive reports to the senior Insurance Field
Investigator and other personnel.
. Performed ongoing and thorough employee background checks.
BELL ATLANTIC TRICON LEASING,
Paramus, New Jersey
1990-1994
Personal Property Collection
. Worked directly under the department vice president assisting in the
collection of personal property taxes.
. Interacted on a regular basis with department manager to review data
input and automated mailings.
. Assisted tax jurisdictions nationally with close investigation.
. Compiled department monthly reports.
. Regional Collection Manager
. Effectively managed regional portfolio with original equipment cost
over $75K.
. Negotiated and prepared modifications to lease agreements in
coordination with legal counsel.
. Prepared accurate and professional legal transfers of uncollectible
accounts.
. Maintained computer log Transactions.
. Complied each month in portfolio performance.
Capital Credit Corporation
Fairfield, NJ
1988-1990
Collections Specialist
. Collected delinquent accounts for major corporations, i.e., American
Express. Lord & Taylor, Amoco, Chemical Bank, Parking violations
Bureau, and Environmental Control Board.
. Supervisor staff of twelve collection representative in all day to day
requirements with respect to 120+day delinquent accounts. From $200 to
$50M.
. Closely monitored collections to assure adherence to established goals
and objectives.
. Maximized the collection potential of employees through initiation of
incentive programs.
. Consistently exceeded established quota.
. Trained new collection representatives and rendered ongoing training.
EDUCATION:
Essex County College, Newark, NJ
Associate in Applied Science degree in Business Administration with minor
in Criminal Justice
Roberts & Walsh Business College, Union, NJ
Certificate in word Processing.
New Jersey Life & Health Insurance License.
REFERENCES AVAILABLE UPON REQUEST.
Contact this candidate