Customer Service Representative
Resume:
Norma L. Botzot
**** *. ********, *******, ** ***25 Mobile: 312-***-**** Email: *******@*****.***
EXPERIENCE:
First-Party Bilingual Collector
Citizens Bank (Global Credit & Collection Corp), Chicago, IL 04/2016 - Present
• Performed Inbound –Outbound Bilingual (Spanish/English) phone calls to customers with credit cards, auto-loan, He-lock loan(mortgage, equity line of credit), RV loan; using auto-dialer, click to call, and livevox software’s.
• Used Citizens Bank RBS Latitude, CITRIX, TCI, Netview (to access KO, ALS systems), e-pay, Quick Remit, software’s to perform payments arrangements.
• Customer needs assessment, meeting 100% quality standards for services, and evaluation of customer satisfaction.
• Use appropriate financial terminology to inform customers about account status and persuade them to pay balances
• Perform basic problem solving to resolve financial conflicts, and obtains immediate payment resolution to pay off debt.
•Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
• Negotiated debt resolution on all accounts with delinquent customers through telephone contact to become current, while maintaining a high standard of professionalism and tact.
• Performed basic tasks to obtain location information for consumers (Residence address, phone number and place of employment) skip tracing, leave machine messages, and leave live messages. Observed different states restrictions to call customers and leave messages.
• Follow customer authentication procedures and read disclosures following appropriate scrip.
• Complete all necessary account maintenance, financial assessments and referrals according to establish procedures.
• Help train and mentor team members. Identify process improvements.
First-Party Bilingual Collector
Bank of America (Global Credit & Collection Corp), Chicago, IL 11/2015 – 03/2016
• Performed Inbound –Outbound Bilingual (Spanish/English) phone calls to customers, using auto-dialer software.
• Used Bank of America UCRS, BLICS, Collection NET, Quick Remit, software’s to perform payments arrangements.
• Customer needs assessment, meeting 100% quality standards for services, and evaluation of customer satisfaction.
• Use appropriate financial terminology to inform customers about account status and persuade them to pay balances
• Perform basic problem solving to resolve financial conflicts, and obtains immediate payment resolution to pay off debt.
•Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
• Negotiated debt resolution on all accounts with delinquent customers through telephone contact to become current, while maintaining a high standard of professionalism and tact.
• Performed basic tasks to obtain location information for consumers (Residence address, phone number and place of employment).
• Follow customer authentication procedures: Soft authentication, hard authentication & read appropriate disclosure.
• Complete all necessary account maintenance financial assessments and referrals according to establish procedures.
• Help train and mentor team members. Identify process improvements.
School Bus Driver (Part Time, Seasonal)
First Students, Skokie, IL 08/2015 – 12/2015
• Operate the school bus in a safe and effective manner in order to minimize the risk of injury or property damage
• Perform daily safety and maintenance check; Ensure the bus is safely and securely stored
• Pick up and deliver students as per a set schedule, Take attendance on the school bus
• Ensure students are aware of rules and responsibilities as passengers
• Receiving complaints about schedules and levels and quality of service conduct
• Make note of and report on any such complaints and respond in a courteous and respectful manner
• Customer service for residents and members of the public in a courteous and respectful manner
Customer Service Representative Farmers Insurance (Temp)
Duque Agency, Chicago, IL 04/2015 – 07/2015
• Assist team members with challenging customer service calls and policy inquires
• Route customer phone calls to appropriate manager
• Answer questions regarding policy status, rating issues and coverage
• Input Policy Endorsement made by phone or in person from policy holders
• Monitoring team members regarding to processing accuracy, underwriting authority and documentation of records
• Take payments from clients by phone or in person, keep customer confidentiality
• Monthly Audit of records for all policies new business and older customer files.
• Perform other duties as Assigned Customer Service Representative
Property Manager
Berman Family, Chicago, IL 04/2014 – 04/2015
• Manage operation, maintenance, and administration of residential property
• Plan, schedule and coordinate general maintenance. Direct and supervise staff activities and personnel working at the property. Evaluate their performance
• Assist property’s owner on their personal needs
• Prepared weekly budget and financial reports of expenses for property’s owner
Currency Teller (temp.) 03/2014 – 04/2014
Devon and Western Currency
• Greet customers, answer customers’ questions and proceed information on procedures or policies of the company
• Assist customers by providing information and resolving their complaints
• Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and the account have sufficient funds
• Examine checks for endorsements and to verify other information such as dates, bank names, identification of the client receiving payments and the legality of the documents
• Process money orders, city sticker renewal, license plates renewal, car title, CTA transit card (sell & load)
• Process wire money transfers, foreign currency exchange, bill collection, documents notary, fax documents, photocopies, email documents, order birth certificate and sell US stamps
• Balance currency, coin and checks in cash drawer at the end of the shift by hand or using currency-counting machine, to prepare them for deposit or shipment to branch bank
• Receive and count daily inventories of cash, draft, and order supply of cash to meet daily needs
ADDITIONAL EXPERIENCE
Pharmacist
In-Out Patient Pharmacy of School Hospital, Tegucigalpa, Honduras
• Receive written prescription or refill requests and verify that information is complete and accurate.
• Provide information and advice regarding drug interactions, side effects, dosage, and proper medication storage.
• Maintain records, such as pharmacy files, patient profiles, charge system files, inventories, control records for registries of poisons, narcotics, or controlled drugs.
• Plan, implement, or maintain procedures for mixing, packaging, or labeling pharmaceuticals, according to policy and legal requirements, to ensure quality, security, and proper disposal.
• Order and purchase pharmaceutical supplies, medical supplies, or drugs, maintaining stock and storing and handling it properly. Maintain proper storage and security conditions for drugs.
• Compound and dispense medications as prescribed by doctors by calculating weight and height on customers
• Assist customers by answering simple questions about medication information. Answer telephones, responding to questions or requests.
• Receive and store incoming supplies, check for outdated medications in current inventory, and inform supervisors of stock needs and shortages.
• Managed and supervised 62 pharmacy interns, technicians and administrative personal
• Created, modified, and performed pharmacy medicine inventory in conjunction with pharmacy data department
• Developed and performed educational workshop-training to educated patients in conjunction with pharmacy interns
EDUCATION
DeVry University 09/2001 - 06/2006
Bachelor of Science in Network and Telecommunication GPA 3.7
Honduras National Autonomy University
Bachelor of Science in Chemistry and Pharmacy GPA 3.5
Professional Licenses:
-CDL Driver’s License
--CPR Certification
-Pharmacy Tech License (Pursuing)
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