Customer Service Manager

James E. Barrett

**** ********** ** - *******, ** 27615

********@*****.*** - 919-***-**** (Cell) 919-***-**** (Home)

Objective

My goal is to find a company that will challenge my abilities, and demand my full potential. I want to be

able to help a company grow, as I grow as a person and employee. I am highly skilled and trained in

Customer Service, Management and Retail. Working directly and indirectly with customers has

strengthened my people skills over the years. Face to face, and telephone interaction comes natural to

me.

Work Experience

Borrower Outreach Specialist (Contractor)

Genworth Financial - Genworth Mortgage Insurance - Raleigh, NC

October 2012 to Present

I work with homeowners via phone and email, in an attempt to modify their mortgage loan through their

bank. Review mortgage documents and financial records, to make sure there are no errors to slow or

interfere with the modification process. Submit my recommendation to the Financial Institution on whether

or not the loan should be modified. Counsel homeowners on what options they have available to possible

avoid losing their homes. More duties as assigned

Customer Service Specialist (Contractor)

RegEd - Morrisville, NC

July 2012 to October 2012

Fielding Incoming and Outbound Calls. I was responsible for using various sources to provide industry

information to clients as a way to assist them in understanding the requirements for licensing,

registrations and continuing education. Coordinate product problem resolution with Account Management,

Product Management and Development, and communicate progress and resolution to clients. Educate

callers on their state requirements for Insurance Licensing, and how to locate the courses needed to

satisfy.

Account Manager/Warehouse Manager

RNR Custom Wheels & Tires - Raleigh, NC

June 2011 to June 2012

As Account Manager, I am responsible for updating and managing all customer accounts on file. Daily

collections on past due accounts and skip tracing are tasks that are my main focus. Also, I am directly

responsible for maintaining constant contact with vendors and shipping companies for incoming/outgoing

shipments. I also kept track of inventory and ensured warehouse safety. Stocking/unloading of incoming

shipments of merchandise. Prepare outgoing shipments for pick-up in the warehouse.

Contact Management Representative (Contractor)

IBM Lender Business Process Services/Addecco - Durham, NC

November 2010 to May 2011

I played a role as the first point of contact for Mortgage Holders who are looking to make their mortgage

payment, and or set up payment arrangements. I also assist homeowners in applying and getting

approval for a Loan Modification. Processed and reviewed proper documentation. Maintain constant email

and phone communication with borrowers. Maintain customer privacy at all times. Also contact delinquent

homeowners, in an attempt to collect a payment or set up arrangements.

Account Manager/Driver

Rent-A-Center - Raleigh, NC

February 2010 to November 2010

I was responsible for maintaining a strong and positive customer base. Coaching new and existing

customers about making timely/on-time rental payments. As account manager, I was held accountable for

knowing what merchandise was out on rent, and what was still inside the store. Collection calls and

payment reminder calls were a daily part of my job. To effectively do my job, I took it upon myself to sit

and interview with new and potential customers, to welcome them to the company and set expectations

as a customer and consumer. Also responsible for the safe and responsible operation of large delivery

vehicles. Pick-up and delivery of rental merchandise. More duties upon request

Deleted Account Manager. Undo

Recruiter (Part Time)

Volt Workforce Solutions - Raleigh, NC

February 2009 to February 2010

2/2010 - 9-2011

I was one of a group of recruiters responsible for staffing positions in the Customer Service/ Call Center,

IT, and Administrative Assistant Fields. I used multiple recruiting websites to post resume's and attract

potential employees. Sites such as indeed, craigslist, and CareerBuilder. Most of my candidates were in

the local area, so I would conduct face to face interviews and relay my results to the hiring company. I

also dealt with sourcing for companies in Seattle, so I conducting interviews over. Kept constant email

and hone contact with the companies for which I was recruiting through phone and email. Other duties as

assigned.

Customer Service Representative (Contractor)

Genworth Financial & Mortgage Services - Raleigh, NC

January 2009 to February 2010

Inbound/Outbound Call Center - Homeowner Assistance Representative

Raleigh, NC 1/2009 - 2/2010

Contact delinquent borrowers on behalf of their mortgage company/servicers, in an attempt to find out

what caused them to get behind on their mortgage payment, Educate homeowners on possible workout

options that their PMI (Private Mortgage Insurance) Company may be able to assist them with, Send

Homeowner Assistance informational packages to borrowers via email, fax, and FedEx, Answer and

research any questions that borrowers call in with, concerning their foreclosure status, and workout

options, Contact Homeowners to coordinate a time for them to get completed documentation back to me

directly, File and maintain Homeowner's personal information safely and in a confidential manner

Inbound/Outbound Call Center

ZC Sterling Mortgage Insurance Services/ SunTrust Bank - Morrisville, NC

February 2007 to January 2009

Morrisville, NC 02/07 - 01/2009

I was responsible for contacting borrowers that currently have a property that is not properly insured. I

also assisted other agents with placing homeowner's insurance on properties that require so, and

maintaining coverage until the borrower gets their own. Handled escalated calls in a professional manner,

and ensure call quality. I was also responsible for contacting borrowers who are behind on their mortgage

payment, and or in need of a payment plan to avoid losing their home.

Inbound Call Center- Senior Rep

Blue Cross Blue Shield/Manpower - Durham, NC

April 2005 to February 2007

Responsible for managing the Denied Claims Department, Supervising 13-17 employees, Inform

insurance holders of why their claim was denied and how to go about properly filing the claim again,

creating and adhering to schedule guidelines, coaching employees on their performance, providing health

care officers with accurate information on patients, etc

Tier 1 Technical Support

IBM Global Services - Durham, NC

February 2004 to April 2005

I was responsible for troubleshooting PC issues over the phone, fixing them if possible. If the issue at

hand needed further attention, I would open a trouble ticket to have a technician arrive at the location of

the PC. Performed tasks such as password resets, install and uninstall of applications as needed. I was

trusted to maintain customer confidentiality at all times. I supported Large Companies such as

Education

M illbrook H igh School – G raduated June 2003

Raleigh, NC

Strayer University – 2003-2005

Raleigh, NC

Skills

● M icrosoft Office & M icrosoft Word

● F inancial Analysis

● Conventional Loans/FHA/VA/Fannie Mae/Freddie Mac

● Account Acquisition & Retention

● Outlook

● I n ternet Explorer

● E xcel

● SAP

● M icrosoft Word

Contact this candidate