Customer Service Management

Robin S. Stone

** **** ******* *****, **********, South Carolina 29609

Telephone: 864-***-**** / Cellular: 864-***-**** / E-Mail:

abm1l6@r.postjobfree.com

Experienced Customer Service, Office Management & Collections Professional

with extensive professional experience/skills in the following areas:

? Office Operations/Management ? Ensuring Customer Satisfaction ?

Research

? Collecting on Bankruptcy Accounts, Vehicle Loans and Consumer Loans ?

Negotiation

? Supervising Employees ? Maintaining Daily Reports ? Processing Loan

Applications

Profile:

. Background encompasses extensive professional experience utilizing a

strong work ethic, an attitude to "go the extra mile," and a commitment

to carrying out organizational objectives in an efficient, timely

manner.

. Strengths: Positive attitude - brings enthusiasm to daily tasks;

excellent communication skills (able to develop positive relationships

with individuals of all ages and backgrounds); strong phone skills; self-

motivated; works well independently or in a team environment; skilled at

multi-tasking; highly responsible; dependable.

. Computer experience: AS/400; Pro Max; Pacer/Court Documents; Fi-

Serv/Collection System; Intellect/Collection System; Word; Excel;

Internet.

Areas of Expertise:

? Operations Supervision ? Ensuring

Excellent Customer Service

? Researching Court Documents ? Filing Proof

of Claim Forms

? Reviewing Documentation ? Monitoring

Accounts

? Follow-Up ?

Telephone Contact with Clients

? Handling Total Loss Vehicle Payments & ? Negotiating

Payment Arrangements

Payoffs ?

Skip Tracing

? Supervising the Processing and ? Adverse

Action Letters

Completion of Dealer Loan Contracts ? Compliance

Disclosures

? Supervising the Daily Work Functions of ? Team

Building

Employees ?

Certified in Fair Debt Collection Practice Act

Education:

. North Greenville College, Tigerville, South Carolina

. Greenville Technical College, Greenville, South Carolina: Interaction

Management; Supervisory Management; Stress and Time Management; Problem

Solving.

Professional Experience:

? Capital Management Services L.P. March 2009 to

August 2009

Greenville, South Carolina

Collections/Customer Service

. Telephoned assigned accounts; negotiated settlements of outstanding

debts for a third-party client.

(Continued on next page)

Professional Experience: (Continued)

? Johnny's Buick Pontiac GMC, Easley, SC November 2007 to

March 2009

Sales Consultant

. Provided strong customer service and ensured customer satisfaction

during all phases of the sale; evaluated and educated customers on

product knowledge; trained on new products and revisions.

? Resurgent Capital Services, Greenville, SC December 2004

to November 2007

Correspondence Specialist

. Analyzed and evaluated correspondence received; determined correct

status and type of account; paid strict attention to detail and

compliance of documents; routed and documented accounts accordingly;

updated all information and notified any other related areas; third-

party collections; Certified in Fair Debt Collection Practice Act.

Loan Resolution Consultant

. Monitored Chapter 13 and Chapter 7 accounts thru attorneys and account

trustees; researched court documents in Pacer and filed proof of claim

forms; reviewed documentation from recent court entries; closely

monitored accounts for pending dismissals/discharges and court dates;

documented and followed up with foreclosure sales, payoffs and

settlements; evaluated equity.

? The South Financial Group (Carolina First Bank), Greenville, SC

April 2002 to December 2004

Account Adviser II

. Telephoned assigned accounts for overdue payments; telephoned delinquent

accounts due to customer service issues; total loss vehicle

payments/payoffs; gap and disability insurance payments, negotiations

and verifications; advanced areas of collections to save and prevent

company losses; negotiated payment arrangements to bring current; first

payment default accounts; skip traced accounts as needed; disputed

accounts.

? Manpower @ Ford Credit Company, Simpsonville, SC January 2002 to

April 2002

Customer Service / Collections (Temporary Position)

. Telephoned assigned accounts for overdue payments; negotiated payment

arrangements.

? Suntrust Bank (formerly American Federal Bank), Greenville, SC

April 1982 to September 1999

Account Adjuster

. Tracked and assigned installment loans for overdue payments; telephoned

customers concerning the status of delinquent accounts; assigned

necessary accounts for repossession, legal action or foreclosure.

Indirect Operations Supervisor / Loan Officer

. Supervised the processing and completion of dealer loan contracts;

maintained daily report; adverse action letters; compliance disclosures;

dealer contract and consumer loan refinances, payoffs and closings; new

and existing dealer services; established new business; dealer reserve

payments; supervised staff of seven employees' daily work functions.

Dealer Floor Plan Coordinator

. Maintained and balanced dealer floor plans; produced monthly reports

reconciling floor plan activities; created and distributed monthly floor

plan interest billings.

Indirect Dealer Assistant

. Processed loan applications and created loan packages; reviewed for

compliance; monthly dealers reserve check disbursements.

References Available Upon Request

Contact this candidate