Customer Service Representative

Raymond Nelson Schumate, Jr. **** Starboard Drive, Unit 2115-A Las

Vegas, NV 89117

*************@******.*** 702-***-**** (home) 702-569-

**** (cell) 602-***-**** (cell)

PROFILE ? "I can assist you with that."

QUALIFICATIONS

Freedom Financial Network/Freedom Debt Relief

08/2009 to 12/2010

Customer Service Representative to Negotiations Specialist II

Tempe, AZ

At an inbound and outbound call center responsible for answering inbound

calls from already existing customers with questions relating to their

enrollment in the Freedom Financial debt settlement program while

maintaining the highest levels of customer service as set forth by the

company. This includes but is not limited to outbound courtesy/welcome

calls, voicemails, emails, faxes, noting customer accounts accurately,

interacting with internal departments and external creditors on behalf of

the client.

Promoted to Negotiations Specialist

Performing a variety of duties involving the negotiation of delinquent

accounts on behalf of enrolled clients in The Freedom Financial debt

reduction program and thereby increasing business. Judging as to which

learned work method to apply for the desired result. Contacting originating

creditors, collection agencies and out of state attorneys offices in order

to negotiate on clients behalf for a reduced settlement on delinquent

and/or charged off accounts. Calculating acceptable percentages for

settlement according to guidelines set forth by department. Working

assigned queue of clients in order to achieve goals and objectives.

Reviewing clients banking account to determine funds necessary to complete

settlement and payment of company fees. Gathering and submitting required

documentation for approval and payment of accounts. Responsible for

transmittal and receipt of various emails or e-faxes to and from enrolled

clients, creditors, collection agencies and out of state attorneys offices.

Money Management International/ Consumer Credit Counseling Services

07/2007 to 03/2009 Counseling to Delinquent Mortgage

Phoenix, AZ

Telephone Counselor To Certified Consumer Credit Counselor To Delinquent

Mortgage Counselor

At an inbound and outbound call center responsible for analyzing client's

specific financial circumstances, and providing customized recommendations

and course of action to enable clients to reduce/eliminate debt through

education and debt repayment plans.

. Acquires new business and increases revenue by placing clients on

company debt management plan.

. Supports and complies with all company policies, procedures,

guidelines and ethical standards. Maintains the highest standards of

confidentiality and complies with all policies and procedures to

protect client's privacy and employer's proprietary information.

. Conducts counseling and re-counseling of client's current financial

situation, including credit report review, providing recommendations

for further success of the Debt Management Program, including payout

forecast analysis of increased deposits and payments to creditors.

. Responsible for one-on-one telephone inbound calls counseling sessions

with potential clients assessing the client's financial situations.

. Develops individually tailored Debt Management Programs to assist

clients in repaying debt as needed.

. Explains the benefits of debt management programs to clients.

. Explains creditor concessionary policies and Debt Management Program

benefits to clients.

. Promotes the sale of appropriate agency products and properly handles

the money transactions associated with these sales, when applicable.

. Responsible for client follow-up, when needed.

. Motivates clients to take the actions necessary to resolve their

financial problems.

. Counsels clients preparing to file bankruptcy.

Promoted to Delinquent Mortgage Counselor

Assess client's financial situation and cover the different types of

options available to assist them in making the best choice for their home

mortgage.

. Explains the loss mitigation options available to clients within their

individual mortgage group.

. Stays abreast of current economic conditions and legislation.

Maintains an on-going analysis and awareness of how the impact of

outside environmental trends on clients.

. Participates in special initiatives and special projects as assigned

like the Hope Hotline.

. Demonstrated ability to solve practical problems and deal with a

variety of variables to arrive at solutions based on a combination of

factors and information.

. Provides clients with appropriate referrals to other assistance

organizations, when needed

Personnel Staffing Agencies to Contract Companies

08/2006 - 06/2007

Randstad to Wells Fargo Bank

Phoenix, AZ

Business Direct/ Loan Servicing

Customer Service Representative

At an inbound call center provided top notch customer service to Wells

Fargo business product applicants/customers and personal/business

bankers. Business applications for such business products including the

following: Business Line Of Credit, Business Credit Card, Business

Secured Card & Business Term Loan.

. Utilized CPS, Hogan, and FDR to verify business accounts. Navigated

through these internal

systems to provide answers to various banking questions such as

credit limits, balances, last payment amounts and dates of last

payments, times over the limit, etc.

. Performed caller verifications as set forth by Wells Fargo.

. Advised callers of approved and declined applications.

. Explained and validated decline reasons as set by lending officers.

. Counseled callers on strengthening customer credit bureau reports and

applications.

. Resolved irate customer and banker calls.

. Made notations to each application as to the specifics of the call.

. Closed accounts at customer or banker requests.

. Answered questions such as interest rates approved and gave FICO

scores.

. Trained on reading an Experian, Equifax and Dunn & Bradstreet

Business

Credit Report.

. Advised bankers and business owner applicants of the structure of

data

entry, verifications and some lending guidelines.

. Utilized Outlook and Right-Fax daily.

Bank Of America

Phoenix, AZ

Electronic Banking Services

08/2005 - 08/2006

Senior Customer Service Representative: Online Banking Technical Support

Specialist to Small Business

Online Banking Technical Support Specialist. Email Support.

At an inbound call center responsible for resolving customer problems and

concerns regarding online banking. Extremely instrumental in the education,

usage and mandatory rollout of company's award winning and industry leading

sight-key.

. Utilized JIBA and BOSS to verify personal/consumer accounts.

. Took ownership of each call while delighting our customers through

various functions which include the following (i.e., logging into

online banking accounts. Online identification and pass code changes.

Site-key resets. Name and address changes. Enrollment into the online

banking. Credit Card payments. Linking Credit Cards to profile.

Setting up automatic payments and transferring of funds. Setting up

payees for bill pay. Assisting with downloading account data to

personal/business financial management software such as Microsoft

Money, Quickbooks, and Quicken).

. Recognized customer needs and connected to appropriate department.

Promoted to Small Business Online Banking Specialist. Performed in addition

to above.

. Utilized image view to protect the security of company accounts when

verifying caller/customer.

. Linked personal and business online profiles.

. Set up vendor pays and employee direct deposits.

. Utilized Compass to verify and answer transfer of funds questioning.

. Explained the features of our online business suite tools.

Blended and trained in KANA to answer customer inquires via email.

. Averaged 12 emails per hour.

. Reversed overdraft fees and answered many customer service related

questions.

. Met or exceeded in adherence, availability and quality.

. Received awards for 100% quality call monitoring.

. Successfully resolved customer issues in a one call resolution.

Federal Wage & Labor Law Institute

Houston, TX

Account Manager

05/2004 - 07/2005

At an inbound and outbound call center made business to business sales

calls to Human Resources departments educating and updating administration

to changes in employee labor laws. Responsible for an account base in

excess of 4,000 clients.

. Acquired new business and increased sales by introducing the services

of employer.

. Made collection calls on past due accounts then transferred to

collections department to capture payment information.

. Composed business proposal letters.

. Took shipping and billing information over the telephone: which

included credit card information to input to computer system for

fulfillment of order.

Second Chance Credit Services Grand

Rapids, MI Debt

Counselor/ Sales/ Telemarketing

02/2003 - 08/2003

At an inbound and outbound call center made and received calls from live

leads to households requesting a free financial analysis.

. Increased business by successfully enrolling new consumers in the

direction of becoming debt free.

. Listened and related to consumer needs, promoted the benefits of company

debt consolidation program.

. Took consumer financial information over the telephone and performed

mathematical operations.

. Made follow-up calls.

. Faxed or emailed service agreements.

. Distributed outside advertising throughout the Grand Rapids area and the

internet.

Wirthlin Worldwide

Grand Rapids, MI

Professional Telephone Interviewer

09/2002 - 02/2003

At a predictive dialer made outbound calls to household residences in an

effort to conduct a survey.

. 90% survey completion rate.

. Convinced some households to agree to survey after initially rejecting.

. Recorded respondent answers and opinions to company database.

. Classified each call according to marketing research guidelines set by

employer.

Personnel Staffing Agencies to Contract Companies

07/2000 - 06/2002

Burnett Staffing to Memberworks Incorporated

Houston, TX

Membership Service Representative

Customer Service/ Retention Sales. At an inbound call center received 80-

100 complaint calls daily.

. Retained accounts and increased sales.

. Investigated cancellation requests from members and developed action

plan for recovery.

. Identified opportunities to up/ cross sell existing members.

. Explained validity of charges to member's credit card statements.

. Extolled benefits of company credit card enhancement programs.

. Took credit card information over the telephone to fulfill order of

benefits.

. Awarded Burnett Staffing Temporary Of The Month.

Certified Staffing to Foley's

Houston, TX

Collector

At a predictive dialer made outbound calls to Foley's customers whose

credit card accounts were delinquent.

. Adhered to Foley's strict guidelines and the Fair Debt Collections

Practice Act.

. Collected on accounts.

. Took credit card and checking account information over the telephone

and entered to computer network system for approval and

authorization.

. Explained and placed customers on payment assistance programs.

Certified Staffing to Region IV Education Service Center

Houston, TX

Customer Support Services

Building Services/ Grounds Maintenance.

. Responsible for assisting Education Specialist, Consultants, and their

secretaries in daily operations.

. Performed electronic wire changes.

. Delivered UPS, Federal Express, and RPS internally.

. Set up conference rooms.

. Data entry and other light clerical duties

TeleCheck

Houston, TX

Internet Customer Service Representative

05/1999 - 07/2000

Received inbound calls to call center.

. Answered customer inquiries regarding the validity of charges to their

credit card statements.

. Placed block on credit cards, cancelled checks, and internet

subscriptions through network computer system.

. Explained validity while inputting data and manipulating through various

screens while maintaining professional customer service.

ADDITIONAL INFORMATION

Worked as a team member

Assisted management with daily operations

Supervised personnel

Assigned and delegated personnel duties

Aided in personnel hiring

General Office Experience

Internet Experience

Legal Coding Experience

Account Management Experience

EDUCATION

Central Michigan University, Broadcasting & The Cinematic Arts, Associates

05/1990

Mt. Pleasant, Michigan

Contact this candidate