Customer Service Quality Assurance

CARL WYLIE

*** *. ***** **** **. Ferndale, Mi ***20

404-***-**** . ********@*****.***

CAREER SUMMARY

Top ranked customer service representative with a proven track record of

exceeding targets. Proven leader able to develop, train and coach team

members to their greatest potential. Self motivated individual who strives

for continuous professional development and is driven to meet business

initiatives with a positive attitude. Key skills include:

Problem Solving Coaching & Development Quality Assurance

Negotiations Customer service skills MS Office

Collections Skip-Tracing Training

F.D.C.P.A Facilitation Team-Player

WORK EXPERIENCE

OUTSOURCING SOLUTIONS, INC., Duluth, GA / Montgomery, AL 2002 to 2009

Nation's leading provider of business process outsourcing services designed

to boost client profitability through strategic receivables management with

65 offices in 25 states.

Legal Account Representative (2007 to 2009)

Client: Capital One

. Handled inbound and outbound calls to consumers.

. Identified customer's concerns by using patience and excellent listening

skills.

. Used effective negotiation skills to collect the maximum amount of the

consumer's balance.

. Articulated policies and procedures regarding outstanding balances and

possible legal action on customer's accounts.

. Consistently achieved performance goals in the area of productivity,

quality assurance and occupancy.

. Accurately read credit bureau reports including TransUnion, Experian and

Equifax to successfully locate missing consumers and negotiate payment

terms.

Corporate Trainer (2003 to 2007)

Clients: DirecTV & Bell South

. Responsible for all new hire training as well as continuous development

of current associates.

. Implemented training information as requested by the client.

. Monitored AR calls and documented their performance on SRM (Survey

Resource Management) tracking sheet.

. Provided constructive coaching to AR on how to use best practices to meet

standard performance requirements.

. Direct interaction with client to determine training needs and ensure all

deliverables were met.

Account Representative (2002 to 2003)

Client: Bell South

. Handled inbound and outbound calls.

. Successfully brought irate customers to an agreeable compromise.

. Employed effective problem solving and listening skills to help customers

resolve complex issues.

. Utilized acceptable collections practices to collect payments on accounts

delinquent more than 6 months.

EDUCATION

B.A. Business Management, University of Phoenix, Duluth, GA 2008 to Present

Diploma, Specs Howard School of Broadcast Arts, Southfield, MI 2001

TRAINING

Completed 120 hours of collection training with OSI

Managing Stress, The Law, and Coaching, OSI

The basic principles for a Collaborative Workplace

Contact this candidate