Customer Service Quality Control

Mitchell Masullo

**** **** *************, ** ***** 610-***-**** ********@*****.***

SUMMARY

Experienced call center professional with proven success and expertise in collections and customer service

satisfaction

QUALIFICATIONS

• 19 years of call center experience

• Skilled in developing successful office procedures

• Experienced in establishing collection plans and monitoring collection activity

• Accustomed to working in a fast-paced environment and successfully handling several responsibilities

simultaneously

• 9 years of supervisory and management experience

• Skilled in team building and in implementing employee involvement and quality control programs to

increase morale and performance

• Ability to maintain a high level of professionalism, excellent work ethic and personal accountability

WORK EXPERIENCE

2009 - 2010

Customer Service Representative

Utilized verbal and written communication skills to provide

assistance to AARP members who either call or submit written

correspondence. Worked in a multi-task call center

environment talking to customers while simultaneously

accessing the computer system.

• Passed the Pennsylvania Producer's ACC/Health

Insurance examination and acquired insurance

licenses in 49 states.

2003 - 2008

Collection Manager

Hired and trained all new employees for a call center. Ensured

current employees were kept up to date on industry standards

and laws. Conducted annual compliance training and testing.

Duties included staff scheduling and compilation of time

sheets. Performed phone call monitoring and coaching along

with supervising Internet usage. Resolved customer

complaints and fraud claims. Ensured compliance with all

state and federal laws and regulations. Managed the

performance of an automatic dialer system.

• Cut settlement costs 32% through the implementation

of action plans designed to improve the capabilities of

each account representative .

1999 - 2002

Collection Supervisor

Reviewed collection accounts in a call center. Provided

complaint resolution and collection account follow-up

instruction. Performed settlement negotiations, dispute

resolution, skip tracing and credit bureau review.

Responsibilities included verification of checks done over the

phone and managing collection calls beyond the normal

representatives abilities.

• Successfully completed courses through OSI

University in the following: Basic Principles for a

Collaborative Workplace and Interviewing Skills.

1991 - 1998

Account Representative

The collection of past due debt in a call center. Successfully

serviced the following clients: Citibank, Chase, Bank One,

MBNA, Sears, Discover Card, Texaco, Amoco, Mobil, AT&T

and Verizon.

• Personally responsible for collecting over 1.7 million

dollars in charged off debt.

EDUCATION

1974 Paterson Catholic RHS Paterson, NJ

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