Customer Service Sales

Yolanda M. Rucker

**** ***** ***** **.

Charlotte, NC 28262

Phone# 980-***-****

*******.********@*****.***

Areas of Expertise

• 15 Years Call Center Customer Service & Sales/ 15 years Collections

• 9 Years Banking & Finance

• Portfolio Management of $480 Million plus

• 9 years Leadership/ Supervision

• Loan Modification/ Loan Processing

• Team Building & Mentoring

• Excellent Negotiation Skills

• Contract Reviews

Professional Experience:

Wells Fargo Dealer Services, Charlotte, NC (June 2003- Oct 2012)

-Loan Service Counselor

-Senior Team Leader/ Collector 3

• Independently managed a portfolio of $480 million while meeting company mid-month,

monthly and annual goals

• Oversee all aspects of the Loss Control and Skip Departments

• Provided guidance on day to day task, assisted in negotiating fees, processed

settlements, repossessions and payoffs while issuing checks on a daily basis

• Worked closely with management on office escalations

• Worked closely with Repossession Agents, Field Chase Vendors & Dealerships on

appraisals and to maintain relationships.

• Worked with customers face to face and over the phone

• Created and expedited excel reports consisting goal calculations

• Managed the skip trace department staff to ensure timely actions on priorities

• Analyzed post mortem reports and customer contacts for trends and possible fraud

• Assisted in the Funding Department

• Assisted in the Credit Department

*Was recognized on many occasions for over achievements

*Traveled to other offices to train when approached

* Cross sold other Wells Fargo products

Sprint PCS, Charlotte, NC (March 1998 – June 2003)

-Customer Care Representative

-Trouble Shooting Technician

-Retention Specialist Team Lead

• Effectively managed all aspects of daily operations of the call center and customer

service team, ensuring compliance and procedures

• Maintained customer satisfaction with business/ consumer accounts to achieve all

company goals

• Performed random quality performance checks to update each staff member on

productivity and to provide feedback

• Developed training sessions that enhanced efficiency

• Provided technical support to customers assisting with company equipment and

dispatching field technicians to company sites for escalated phone problems

• Cross sold other Sprint products and services

• Effectively trained, coached and motivated staff members that created positive

environment

• Worked on the escalations desk

*Was recognized on several occasions as the Top Performer for exceeding goals.

Other Experience:

Hud/Freddie Mac

Sub-Contractor

• Oversaw a crew of 6 members performing interior/exterior remodeling on foreclosed

properties

PNC Bank (Credit Card Services)

-Team Lead

Duke Power

-Customer Service Specialist

Cigna Health Care

-Insurance Representative

Hawthorne Middle School

-BEH Teacher

Education: Elizabeth City State University (1990-1995)

- BA Sociology/ Social Work

Certifications/ Other Trainings:

- Certified in Collections Law/ Certified in Customer Service Excellence/ FDCPA Laws

and Effective Teaching Techniques 2008/ Banking Compliance Training 2012

Computer Skills:

MS Excel/ Word/Internet Explorer/ Outlook/Avaya CMS Supervisor

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