Quality Assurance Customer Service
Resume:
Bianca R. Bynes
Smyrna, GA 30080
Cell 404-***-****
abjq6g@r.postjobfree.com
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Abilities
Over 5 years of customer service, collections, and sales experience
Excellent written and verbal communication skills, with an eye for detail
Extremely productive in a high volume, high stress, environment
Self starter and dependable
Strong MS Office and data entry skills
Follows written and verbal instructions
Strong listening, problem solving, multi tasking, and time management skills
Employment History
08/2010-Present Vital Recovery Services Norcross, GA
Collector
Resolving delinquent consumer loans such as auto loans, personal loans, and revolving
lines of credit; third party collections.
• Call Center environment
• Using sales and negotiation skills to resolve customers’ accounts while
maintaining compliance with company policies and FDCPA practices.
• Averaged 175-200 calls per day
• Skip tracing, billing support, and accurate account documentation.
• Probed for customer clarification and status, negotiated and initiated repayment
plans, prepared financials, and exceeded client and company goals.
08/2008 – 02/2009 Mann Bracken, LLC/ Axiant LLC Atlanta, GA
Quality Assurance Representative
Auditing the degree of compliance with the requirements of the FDCPA laws and
company standards amongst all call center managers and account managers.
• Ensuring that all account managers are fully integrated into their roles and
responsibilities pertaining to quality assurance, quality control activities, and
FDCPA practices.
• Directly responsible for the monitoring of 150 plus account managers.
• Average call volume per day 75 to 100 call monitors per day.
• Responsible for call module and FDCPA practice training, coaching, and
development.
10/2007-11/2009 Mann Bracken, LLC/Axiant LLC Atlanta, GA
Account Manager
Managing a monthly portfolio of charged off credit card accounts.
• Call Center environment
• Resolving accounts that have been place in arbitration, litigation and judgment
status.
• Negotiating settlements with Attorneys and Debt Settlement companies to
avoid litigation.
• Using sales and negotiation skills to resolve customers’ accounts while
maintaining compliance with company policies and FDCPA practices.
• Averaged 175-200 calls per day
03/2007–10/2007 Samson Manufacturing Corp. Waynesboro, GA 30830
Billing Clerk
Performed accounts payable and customer/client service duties for several vendors such
as Wal-Mart, Anna’s Linen, Shopko, Mervyn’s, etc.
• Liaison – corresponded with clients, vendors, and management to ensure
efficient and accurate shipping processes and client satisfaction.
• Accounts Payable Duties - responded to inquiries, review, sort and match
invoices, processing check requests, resolving discrepancies, vendor file
maintenance, produce monthly reports, and assisted in month end closing.
• Developed daily strategies for efficient shipment processes that were cost
effective in efforts to exceed company goals.
• Maintained inventory control, customer style standard, etc.
• Created spreadsheets, which increased productivity and accuracy.
• Office Support - creating logs, filing, shorthand, internet navigation, email
proficiency, fluent in several Microsoft Office.
05/2005 – 07/2006 Wachovia Mortgage. Raleigh, NC
Collections Specialist
Managed overall resolution of delinquent mortgage loans; first party collections. Possess a
working knowledge of loan types, loss mitigation, and foreclosure processes.
• Negotiated and prepared financial statements to create and/or modify
repayment plans.
• Skip tracing, billing support, and accurate account documentation.
• Probed for customer clarification, educating customers on loan types and
status of loans.
• Exceeded monthly collection and productivity goals while ensuring quality
customer care, company and FDCPA compliance.
• Average calls per day 150-175
• Successful completion of several training courses such as Negotiations,
Probing, Microsoft Applications training, FDCPA Practices, Skip tracing, and
Budgeting.
Education
Saint Augustine’s College, Raleigh, NC
B.A., Liberal Studies, 2005 Graduate Cum Laude
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