Customer Service Representative

MARIO HASSEL

**** *. **** *** *******, IL ***** (773) 712- 6796 (cell) 414-***-**** (home) Email: *********@*****.***

OBJECTIVE

To acquire a debt collector or customer service position that will utilize my strong social, organizational, and customer service skills.

SKILLS PROFILE

-Articulate, critical thinking individual with excellent time management skills.

-Expertise in resolving escalated customer service issues.

-Team-focused; collaborates with co-workers to create strategic plans that will enhance customer satisfaction, and generation of revenue for the company.

-Highly personable customer service professional, which will oversee tasks from inception to completion.

-Knowledge of HIPAA and the Fair Debt Collections Practices Act.

-10 years experience in a management position; assisted co- workers daily with ensuring payments from clients.

-In- depth knowledge 0f different collection methods and severance processes.

EMPLOYMENT HISTORY

Customer Service Representative, J.D. Byrider 9/5/2016- Present

Bridgeview, IL

-Addressed customer complaints when in-bound calls were received.

-Provides and maintains the highest level of customer service in a high volume environment.

-Provides effective decision-making regarding customer service issues.

-Collects payments from clients as required.

Collection Representative, Financial Management Systems 12/16/2013- 08/25/2016

Rolling Meadows, IL

-Examines delinquent student loan accounts and reviews the financial status of individual students; attempts to make collections by correspondence.

-Maintains student loan programs within established policies and Federal regulations; receives incoming phone calls; reviews accounts to accurately identify and verify borrower status; responds to inquiries including but not limited to payments, deferments, and account status.

-Interacts with outside agents that have interest in our debtors’ financial standing; processes debtor payments; monitors transcript holds.

-Performs other duties as assigned.

Weekend General Manager/ Senior Sales Manager, L.A. Fitness 6/08/2013-12/12/2013

Matteson, IL

- Properly manages and maintains gym operational budget.

- Monitors the hiring, training and scheduling of all gym level associates.

- Educates and mentors gym associates.

- Delegate, monitor and evaluate specifically assigned responsibilities of sales team.

- Provides and maintains the highest level of customer service in a high volume retail environment.

- Provides effective decision-making regarding customer service issues.

Collection Representative, Stoneleigh Recovery Associates

3/2/2011 7/14/2013

Lombard, IL

-Responsible for the collection of delinquent balances of clients from a purchased file.

-Audited delinquent accounts considered to be uncollectable.

-Responsible for negotiated settlements, prepared settlement letters, and updated client information in a company-wide database.

Mortgage Loan Processor, Jackson Wabash

11/24/2008 6/30/2010

Schaumburg, IL

-Reviewed and analyzed submitted loan documents such as tax returns, property appraisals, and credit bureau reports.

-Offered customer support by negotiating loss mitigation workout plans with clients.

-Knowledge of the Calyx Point System; familiar with FHA, conventional, and VA loan processes.

-Consistently had a total of 80-90 loans processed monthly.

Loss Mitigations Representative II, Wells Fargo Home Mortgage

9/17/2007 11/14/2008

Milwaukee, WI

-Serviced consumer loans, collected monthly payments, and handled escalated customer complaint calls.

-Responsible for the training of new staff members, and served as a team lead to a group of 15 individuals.

-Responsible for performing a variety of loan servicing tasks, such as reviewing loan disbursement requests, and assisting customers with work out plans.

Collections Representative/Team Leader, Van Ru Credit Corporation

9/12/2005 9/3/2007

Skokie, IL

-Utilizing a dialer system, made outbound calls to clients daily; also answered and addressed incoming calls.

-Performed skip-tracing to obtain client contact information.

-Addressed customer complaints when in-bound calls were received.

-Assisted with scheduling of a team of 13 collectors; trained new employees as needed.

EDUCATION 2000-2001

Harold Washington College

Some College Coursework Completed

Business and Managerial Economics

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