Customer Service Quality Control
Resume:
Michael Schilling
Mission Viejo, CA 92691
************@*****.***
Experience
Apparel Vibe - Newport Beach, CA
Customer Service (consultant)
. Assisted with customer service policies and procedure for an online
apparel distributor.
Cash Call - Anaheim, CA
06/07-11/08
Quality Control Specialist
. Investigated cases of ID theft by sending affidavits to clients,
processing police reports and verifying documents on file.
. Negotiated debt settlements and payment plans with delinquent
borrowers on behalf of the company.
. Responded to written complaints from various government agencies
acting as a mediator between consumers and the company.
. Ensured FDCPA and Truth-in-Lending Disclosures were followed by
monitoring phone calls on a daily basis.
. Created daily monitoring reports utilizing excel and access.
Cash Call - Anaheim, CA
06/05-06/07
Customer Service Representative/Lead
. Handled an average of 120 inbound phone calls per day pertaining to
customer questions they had regarding their accounts.
. Outbound calls via a dialer system to ensure information was processed
accurately and in attempt to update new information.
. Promoted from Customer Service Rep. to Customer Service Lead.
. Responsible for overseeing five full-time employees as Customer
Service Lead.
. Created mailings utilizing excel, access and word which were sent out
on a daily basis.
. Responded to customer correspondence via email on a frequent basis.
Education
California State University of Fullerton - Fullerton, California
Present
. Expected Graduation with a degree in Accounting in 2012
Saddleback Community College - Mission Viejo, California
2008 - 2010
. Associates Degree in Business Administration
References
References are available on request
Contact this candidate