Customer Service Sales Representative

J. Mark Wilhour

*** ******** **. #****, **********, SC 29607

864-***-**** ********@*****.***

QUALIFICATIONS SUMMARY

Credit Analyst/Collections professional with expertise in billing &

collections resolution with superior customer service orientation.

Strives to achieve organizational goals and objectives for successful

rates of return. Adjusts well in a multi-task setting and driven by

continued work challenges.

> Credit & Collections Departments

> Credit Files

> Information Sources

> Financial Statement Analysis

> Credit Decisions

> Collection Techniques

> Customer Relations

EXPERIENCE

GOVERNMENT CREDIT ANALYST

W.W. Grainger Inc.- Springfield, VA

11/2007 to 4/2010

> Reviews complex federal government & military agency accounts

receivable and credit exposure in coordination with financial services

manager.

> Analyze accounts to determine appropriate action and address problem

resolution, account reconciliation, systemic maintenance and

procedural integrity to maintain terms of payment, collect amounts due

and administer credit risk consistent with corporate standards.

> Successful Completion of Dunn & Bradstreet course- Introduction to

Credit Analysis & attended the Defense Finance and Accounting Services

Program in Columbus, Ohio- February 2008.

SALES REPRESENTATIVE

Mercedes Benz of Fredericksburg- Fredericksburg, VA

5/2006 to 9/2007

> Sold new and pre-owned vehicles.

> Customer Service duties included: payoffs for vehicles trades,

insurance additions to new vehicle sales and communicated vehicle

technology to customer.

> Made follow up calls regarding vehicle liking, customer satisfaction

and troubleshooting.

> Successfully completed "Certificate of Achievement" for Mercedes-Benz

Standards of Excellence training for 2006 and 2007.

PSYCHOSOCIAL ADVOCATE

Rappahannock Area Consumer Service Board - Fredericksburg, VA

2/2005 to 5/2006

> Prepared accurate financial reports for the Kenmore Club division of

the organization.

> Established effective working relationships with service providers

and employers.

> Extensive casework management with respect to the consumer's

progress.

DIRECT SALES REPRESENTATIVE

Cingular Wireless - Fredericksburg, VA

8/2001 - 2/2005

> Analyzed and managed customer's cell phone requirements.

> Developed strong bonds with customers.

> Reconciled the inventory with daily financial reporting requirements.

> Consistently attained or exceeded management expectations.

> Achieved "President's Club" award for outstanding performance (2001 &

2002).

> "Virginia's Top Sales Associate" for February (2002).

SENIOR CREDIT ANALYST

Winstar Communications - Tysons Corner, VA

11/1998 -4/2001

> Analyzed customer's risk exposure.

> Validated decisions to sales executives.

> Conducted new research with access software to determine sales

projections for various cities.

SENIOR CREDIT ANALYST

Telco Communications - Chantilly, VA

11/1997 - 11/1998

> Managed accounts to develop credit worthiness.

> Analyzed Dunn & Bradstreet reports to authorize customers to add

services to their accounts.

> Updated and monitored accounts to minimize company's risk exposure.

BILLING ANALYST

LCI International - Tysons Corner, VA

9/1996 - 9/1997

> Managed carrier base accounts.

> Researched invoices to locate those with incorrect international and

domestic billing.

> Worked with delinquent customers to arrange payment plans.

> Extensive use of Microsoft Excel and Word for correspondence and

spreadsheets on customer accounts.

SKILLS

> Microsoft Office: Word, Excel, Outlook & Risk Assessment Management

Software

> Excellent written and oral communication skills

> Strong interpersonal abilities & attention to detail

EDUCATION

> Bachelors Degree, History, North Carolina Wesleyan, Rocky Mount, NC

> Additional business courses from Strayer University and Northern

Virginia Community College.

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