Customer Service Sales

VICTORIA BARNES

***** ******* **** #66-562-***-**** cell

Bellflower, CA 90706 ***************@*****.***

SUMMARY

Significant experiences in all areas of financial account management including collections, customer service, skip tracing, repossession and billing. Highly skilled in identifying and resolving customer issues with key strengths in the following areas:

Supervisory Skills

Analytical/Problem-Solving

Customer Satisfaction

Training and Development

Budgeting

Management Reports

PROFESSIONAL EMPLOYMENT

Automobile Club of Southern CA, Tustin, CA 2011 – Present

SALES CLERK

Provide clerical and member service support to the Auto Club's Sales team. Diverse duties include general clerical duties, processing insurance and membership payments, updating electronic member information, maintaining filing systems and typing.

Maintain files. Set-up files, enter data, organize, classify, and file information/documents. Retrieve information and files and requested

Respond in timely manner to requests in-person, over the phone and/or in writing. May provide files, documents, photos, reports, etc. as required

Prepare standard departmental reports, forms, etc. May use a number of computer programs to store and organize data

Process credits and payments as appropriate. Reconcile checks, cash and paperwork as necessary. Track and report payments, bills and credits as required

Process and distribute mail

Maintain office inventory and order supplies

Perform other duties as assigned or required

Automobile Club of Southern CA, Long Beach, CA 2010 – 2011

EMERGENCY ROAD SERVICE (ERS) CALL CENTER

Assist members with their situation in a timely and effective manner with patience and professionalism.

Recognize and diffuse escalated member situations in a patient, professional and courteous manner.

Provide effective and timely resolution of a range of member inquiries, placing appropriate levels of urgency on each contact

Actively listen, build rapport and display empathy

Build customer satisfaction and loyalty

Display a consistently positive, professional and cooperative tone with members, contacts and coworkers

Provide punctual, regular and consistent attendance

ACS (XEROX), Bakersfield, CA 2008 - 2010

Customer Care Representative SR. (Ashford University & University of the Rockies)

Assist students with getting all personal documents needed for Financial Aid. Make sure students are aware of the requirements they have to meet to continue getting Financial Aid.

Interact with numerous Financial Aid Representatives, Students, Lenders & The Department of Education

Problem solving

Update Database

Collect Financial Aid Documents

MasterBrand Cabinets, Bakersfield, CA 2007 – 2008

CUSTOMER SERVICE ASSOCIATE (CSA)

Responsible for scheduling, collect purchase orders that’s needed for payments, ordering product that wasn’t on original invoice & maintained weekly meetings.

Interact with different companies

Problem solving

Billing Corrections

Scheduling

Ordering Product

Reviewing contractor’s work

DHX (Dependable Hawaiian Express) Rancho Dominguez, CA 2005 - 2006

CSA (Customer Service Associate)

Responsible for tracing freight that leaves the mainland going over seas. Collect on C.O.D. shipments and mailing the payments. Worked on special billing that was invoiced incorrectly.

Entry processing - 5 days prior to arrival or w/I 24 hours of receipt

Issuance of delivery orders - w/I same day of entry processing

Prioritize, organize and complete tasks in a timely manner Investigate discrepancies of freight

Continued education of import processes, CBP and OGA Regulations

Follow up on invoices in Guam & Hawaii

Communicate effectively with Supervisors, Management, colleagues, Internal and external customers.

Participate and Maintain team-work and a friendly work environment

Recommend solutions to simplify and expedite cargo flow

Process entries and follow up on clearances in a timely manner

Post entry work as needed

Continuous work improvement and education

Monitor work load and file distribution

Cross Train

Billing correction

Mitsubishi Motors Credit of America, Cypress CA 2003 – 2005

ACCOUNT REPRESENTATIVE, CORE/PRE-SKIP COORDINATOR

Responsible for locating past due accounts and implementing recovery procedures. Collected on delinquency accounts ranging from first payment defaults to charge off. Assigned repossession agents. Applied skip tracing tolls to review accounts for possible replevins. Negotiate with customers to bring their accounts current. Work on special projects assigned by management.

Provided timely updates on numerous accounts.

Facilitated reinstatements of customer auto loans.

Followed up with repossession agents to ensure timely recovery operations.

Initiated attorney contact to begin necessary court procedures.

ACCOUNT MANAGER (2003)

Provided a variety of customer related services, including payoffs, lease termination, vehicle inspections, Dealer Relations and Title and Lien release.

Resolved numerous issues to ensure continued high levels of customer satisfaction.

CORE REPRESENTATIVE (2003)

Responsible for maintaining and servicing accounts in order to bring accounts up to current status

Negotiated payment arrangements and ensured elimination of past due balance.

Exceeded performance goals and was recognized for excellence in collecting.

Charter Mortgage, Albuquerque, NM 2003

COLLECTION SUPERVISOR

Responsible for the effective supervision of 5 account collectors to ensure maximum efficiency in the settlement of past due accounts.

Addressed and resolved numerous customer related issues.

Monitored changes with Fannie Mae, Freddie Mac, HUD and Ginnie Mae procedures.

Promoted company products and services to existing accounts in good standing.

ACME TELEVISION, Albuquerque, NM 2002 - 2003

ACCOUNT RECEIVABLE

Performed several account receivable functions addressing payment for customer purchased air time.

Maintained all contracts for two television stations.

Performed a variety of administrative duties including the scheduling of management meetings, maintaining an archive of historical documents, generation of management reports and procedures for improving customer acquisition.

KINGSTON TECHNOLOGY/STORCASE, Fountain Valley, CA 1994 - 2001

Customer Service REPRESENTATVE

Oversaw all returned merchandise authorizations for commercial accounts.

Created and implemented new procedures that enhanced existing customer acquisition.

Implemented a variety of training programs to address new products and services.

Audited departmental procedures to ensure conformance to company objectives.

Provided technical assistance to less experienced staff and customers.

Suggested new products to increase sales revenue.

EDUCATION

Cerritos College, Norwalk, CA

Coursework in Business Management

ADDITIONAL TRAINING AND CERTIFICATION

University of New Mexico, Albuquerque, NM

Supervisor/Management Training

Mortgage Training Services, Yorba Linda, CA

Certificate in VA & FHA Loan Processing

Bankers Training Consulting Company, St. Louis, MO

Certificates in Reg.CC, Reg.Z, Complying with the Real Estate Settlement Procedures Act, Privacy Compliance, Marinello School of Beauty

TECHNICAL SKILLS

Windows 95, Word Perfect 6.1, MS Word, MS Excel, SHAW, SIEBEL, Lotus 123 for Windows, IBM AS/400, Fast Data, Debtor Discovery, First Pursuit, Pacer, Master Files, Campus Vue, SFA Online Kivera, Kronos, &

ACCURINT

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