Customer Service Administrative Assistant
Resume:
CHARLES H. RIEPER
COLUMBUS, OHIO 43228
********@*****.***
Career Summary
Excellent track record of helping to maximize profitability and minimize
loss in unsecured consumer lending. First-rate written and oral
communications skills. Demonstrated ability to train, coach, and mentor
others. Proficient at multi-tasking in a fast-paced environment. Highly
developed analytical and research skills. Consistently recognized by
managers as being a performer who surpasses expectations.
Professional Experience
Chase Tax Related Products, Columbus Ohio
2003-2010
Collections Team Lead
. Five years of experience creating and running training program for
customer service representatives to handle Refund Anticipation Loan
(RAL) call center volume of 15,000 calls daily during tax season.
Training program included a formal PowerPoint presentation, written
and hands-on simulated exercises, and ongoing coaching of customer
service representatives. Revised and edited department's customer
service manual to meet ongoing changes in the line of business.
Efforts to improve quality of training enhanced effectiveness of call
center's performance by 80%.
. Six years of experience resolving complex RAL customer service
situations and assisting in the resolution of fraud, forgery, and
identity theft cases. Repeatedly handled difficult customer
situations. Regularly interfaced with operations personnel and tax
preparer support representatives to accomplish objectives of
maximizing customer satisfaction and minimizing bank losses.
. Four years of experience as litigation liaison for portfolio of
delinquent bankrupt RALs totaling $23MM. Filed non-complex pleadings
such as proof of claims supported by appropriate bank documents.
Drafted legal correspondence to defend firm's interest in claims
filed. Reviewed all incoming legal correspondence for new bankruptcy
filings, dismissals, discharges, and any other matters pertaining to
firm's creditor position. Interfaced regularly with bankruptcy
trustees, in-house counsel, and debtors' counsel. Monitored hearing
dockets in PACER for bankruptcy plan confirmations and case
dismissals. Negotiated repayment arrangements with trustees, debtors'
counsel, and debtors to recover tax refunds in excess of bankruptcy
plan requirements. Maintained accuracy of loan systems and files to
ensure compliance with court-ordered stays. Recoveries on the
bankruptcy portfolio totaled 5% to 10% annually.
. Seven years of experience collecting delinquent RAL accounts in a
portfolio totaling $100MM including skip tracing, calling customers,
and negotiating and enforcing payment plans. Drafted correspondence
as needed. Knowledgeable of the Fair Debt Collections Practices Act.
Also assisted in the coaching and monitoring of collectors to ensure
effectiveness of collections negotiations and compliance with FDCPA
and bank policy.
Contractor Engagements, Columbus, Ohio Area Firms
1997-2003
. Numerous contractor assignments with firms in Columbus, Ohio.
Specific engagements included Anthem Insurance to provide support for
business unit offering insurance to medical providers (2001-2002),
Ashland Chemical to audit product specs and in credit (2001-2002),
Huntington Bank to research and order duplicate vehicle titles and
review vehicle finance contracts (2000-2001), UUNet to work in
Accounts Payable (2000), CompuServe to work as a marketing and
administrative assistant (1999), and Qwest to research and audit
invoices and perform administrative support (1997-1999).
Star Bank, Columbus, Ohio 1997
Bank Teller
. Worked as a part-time bank teller for local bank in Columbus, Ohio
Department of History, The Ohio State University
1990-1997
Lecturer/Graduate Student
. Taught several courses in U.S. History to incoming freshmen.
Responsible for determining course content, presentations, and
evaluating and coaching student performance, including expository
writing skills. Teaching was well received by department faculty.
Wrote dissertation on financial diplomacy comparable in scope to
extensive business report.
Office of the Comptroller of the Currency, U.S. Department of the Treasury
1985-1990
Associate National Bank Examiner
. Helped supervise portfolio of twenty community banks in the Midwest.
Helped ensure financial soundness, profitability, efficiency, and
compliance with banking law of banks overseen. Duties included
assisting in the composition of reports of examinations conducted on
supervised banks.
Education
Ph.D. and M.A., The Ohio State University, History
B.A., University of South Dakota, Economics
Computer Skills
Knowledgeable of PACER
Knowledgeable of Microsoft Word, Excel, PowerPoint, and Outlook
Able to type 60 WPM
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