Customer Service Manager
Resume:
Shawn C. Smart
*** ******** ***** ******, ************, OH 43147
*******@***********.***
OBJECTIVE
I want to obtain a challenging position in an office environment that
uses my various customer service experiences and education. I wish to
work in and contribute to a positive environment that I can develop my
skills. My interpersonal communication skills, multi-tasking,
analytical thinking and flexibility would be beneficial to any office
environment
EDUCATION
Ohio Dominican University Columbus, OH
Degree: Bachelor of Science in Business Administration
EXPERIENCE
Alliance Data, Westerville, OH
November 2009-Present
Recovery Agent (Queue / Dialer)
. I collect on 7 month or more charged off accounts.
. I Worked a queue for 2 months.
. I achieved 98% to goal in 2 months before they switch the business
plan to a Dialer/Queue setting.
. Currently work 20 Hrs on a Dialer and another 20 Hrs in a Queue.
Chase Home Finance, Columbus OH
Collections Rep III (Mainline)
November 2007-November 2009
. Use knowledge and negotiation tactics to cure delinquent loans
. Obtain customer statement of income and expenses to determine
eligibility
. Asses customer needs and qualifications based on loan type and
investor refer to special assistance programs
. Maintain accurate records while on the phone with customers
. Exceed in compliance monitoring and quality scoring
Collections Rep III (Owned Team)
. Used skip tracing tactics to contact customers in the Bank Owned
Portfolio
. Managed independent queue of delinquent loans
. Completed all collection mainline duties in addition as listed
above
Discover Financial Services, New Albany, OH
Sr. Collections Rep (Inbound Correspondence)
November 2000-June 2007
. Used previous knowledge of all collection categories to analyze
written correspondence from card members, determine proper course
of action, and identify possible legal issues
. Referred card members to assistance programs
. Assured company compliance of Fair Debt Collections Practices Act
to reduce liability and lawsuits
. Exceeded all accuracy and production standards (95% standard;
achieved 98-99%)
Sr. Collections Rep (Phone Collections)
. Contacted customers and requested payments on delinquent accounts
(Multiple specialized focused teams)
. Used software/interface to update, grant/deny access, and maintain
accurate records with customers
. Used skip-tracing tactics and web based software to research,
track, and locate customers avoiding payment
. Provided high standard of customer service and maintained patient,
professional, demeanor with irate and difficult customers
. Set up qualifying customers on short/long-term Hardship programs
. Collected on high balance accounts
TCR Personal Computers, Pickerington, OH.
Shipping and Receiving Manager (Shipping/Receiving)
August 1998 -November 2000
. Received, serialized, and entered inventory into Point of Sale
System
. Developed and maintained relationships with venders, manufacturers,
and employees.
. Provided customer service on returned products and special orders
. Processed and invoiced all shipments
. Gained valuable knowledge of computer components, POS software and
exposure to assembly and maintenance of computer systems (used
knowledge to build/maintain at least 7 of my own personal
computers)
References
Available Upon Request
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