Customer Service High School
Resume:
Dellicia Jones
Inglewood, CA 90302
323-***-****, ***********@*****.***
Customer Service Professional Collections Specialist
Overview: An experienced customer service supervisor and office expert seeking a mid level position in an organization
where I can utilize my experience, skills, and education to benefit and mature with the company.
Professional Expertise:
• Proficient in MS Office, Windows XP, Windows Vista, Peachtree, and various private systems.
• Experience in performing and evaluating credit checks Via Dunn and Bradstreet.
• Exceptional communication skills, written and oral. (Email and Internet Savvy).
• Knowledge of Federal & State Laws in addition to Fair Debt Collection Practices Act.
• Experienced in various time keeping systems including Kronos.
• Successfully supervised up to 60 employees.
• Expert in training and organizing new hires.
• Possess the ability to use empathy to diffuse volatile clientele.
• Excellent interpersonal skills and a strong work ethic.
• Planned and managed several company events including parties and morale boosters.
Education:
Southwest Community College Los Angeles, CA
• Continuing Enrollment 2011 Present
Chesterfield Adult School Compton, CA
• CNA/HHA Certificate 2009 2010
Victory High School Van Nuys, CA
• High School Diploma 1998
Professional Experience:
Bank of America Westlake Village, CA 08/10 01/12
Collector I (Lead) Customer Advocacy and Collections
Banking and Mortgage
• Collections, customer servicing and other loss mitigation or recovery activities.
• Contacts delinquent, charged off, or high risk customers in order to secure payment and determine
reason for delinquency on active loan/credit card accounts.
• Worked an established list of accounts on an automated collections system and/or auto dialer.
• Assisted in new hire interview process.
• Educates employees on new policy and procedure implementations
• Educates customers on account terms and alternate payment programs and methods.
• Qualify and educate customers about various modification, government, and non government
initiated programs.
• Met and Succeeded monthly quotas for independent and team scorecards.
• Led team meetings and initiated team projects
• Navigates a computerized data entry system (AS400, Lamp, LMA, and others)
• Performed payment research and initiated payment refund requests.
Wells Fargo El Monte, CA 02/08 06/09
Telephone Banker Customer Services
Banking Corporate Offices
• Sold products and services and achieve aggressive sales goals which were measured daily.
• Averaged 70 120 calls per day while maintaining a high level of customer satisfaction and
retention.
• Educates customers on account terms and various products and services.
• Pre Qualify customers for new accounts, products or services.
• Overcame customers banking concerns which included escalated issues.
• Processed claims, disputes, and reimbursement requests.
• Processed all loan payments including personal, mortgage, and vehicle loans.
• Processed money transfers and electronic wire transfers.
• Performed general billing and account maintenance.
Verizon Wireless Irvine, CA 09/06 12/08
Financial Services Representative
Telecommunications Corporate Offices
• Performed billing and general account maintenance
• Responsible for product and service upselling
• Responsible for account suspensions and reactivations.
• Averaged 70 120 calls per day while maintaining a high level of customer satisfaction and retention
• Educates customers on account terms and various products and services.
• Performed account reconciliations and payment negotiations.
• Processed ACH, debit, and credit payments via computerized system.
• Processed claims, disputes, extensions, and reimbursement requests.
Apple One Pasadena, CA 10/05 02/06
Disaster Assistance Specialist Lead
Government FEMA Offices
• Responsible for deescalating potential suicidal hurricane victims.
• Educated applicants of governmental policies and procedures.
• Created profiles for new registrants.
• Performed general intake and application services.
• Averaged 100 160 inbound calls per day.
• Processed claims for FEMA assistance.
Mentor 4 Eagle Rock, CA 02/00 12/05
Accounts Receivable Customer Service Supervisor
Sparkletts/Danone Waters Corporate Offices
• Assisted in new hire interview process.
• Planned and organized new employee training.
• Performed billing and general account maintenance
• Communicated with drivers and delivery managers for emergency deliveries
• Responsible for account suspensions and reactivations.
• Performed credit analysis through online credit service.
• Educates customers on account terms and various products and services.
• Performed account reconciliations and payment negotiations.
• Processed ACH, debit, and credit payments via computerized system.
• Created company documents using Microsoft Word, Excel, and Power point applications.
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