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Customer Service Data Entry

Charlotte, North Carolina, United States
January 26, 2018

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Ebony Guinn

***** ****** ******* *****

Charlotte, N.C. 28262

704-***-**** Email:


To leverage my experiences in leadership, customer service and critical thinking for career advancement.

Professional Profile

With over 17 years of experience in customer service, collections and management. Proven ability to interact and communicate professionally with diverse groups. Experience

National Landmark Logistic: Logistic Clerk {September 2016-Current}

■ Develop and implement shipping and receiving procedures.

■ Verify shipments against purchase orders and examine upon arrival.

■ Maintain and update record keeping systems and mark material with part numbers, date and lot codes.

■ Provide clerical support to logistics functions. American Credit Services: General Manager {July 2012-September 2016}

■ Advise/train managers and new hires on performance, laws and company policies.

■ Scheduled and conducted interviews for potential clients and new hires.

■ Supervise staff to ensure all money owed to the company was billed and received in a timely manner.

■ Assist in the leadership of planning and implementing new policies and procedures.

■ Met with all members of management to assist in ongoing production and workflow improvement efforts and participate in small projects.

■ Placed payment reminder calls to debtors.

■ Monitored employee’s calls via Free PBX phone system.

■ Processed, reversed and posted payments using Collections Max Administration(CMAX) and Billing Tree.

■ Communicated with banks and Merchant e-Solutions to diffuse disputes, prevent charge backs and to verify legitimate transactions/information.

■ Sent payment plan, paid in full and electronic signature letters using CMAX Administration and Adobe Document Cloud/ eSign services.

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NCO Financial Systems, Inc.: Third Party Collector {March 2000-July 2012}

■ Implemented HIPAA laws, the Fair Debt Collection Practice Act (FDCPA), State and Federal regulations governing collection practices.

■ Answered inbound calls and placed calls for collections on delinquent (120-365 days) credit accounts

■ Managed 60-90-120 day accounts to effectively secure proper arrangements according to creditor procedures.

■ Utilized skills in negotiation to establish rapport and build confidence with debtors to ensure timely and prompt payment streams.

■ Assisted with online payments.

■ Responsible for making critical decisions based on spending trends and past payment history.

■ Resolved disputes while providing superior customer service.

■ Contributed directly to retention of tenured card members and ensured customer loyalty.

■ Assigned to train, educate, coach and monitor existing employees.

■ Resolved conflicts for dissatisfied customers who requested managerial assistance via escalated calls.

■ Utilized analytical thinking skills for line of credit increases and spending privileges for cardholders.

■ Provided feedback and credit counseling to debtors that have had financial strain, assisted with making better solutions to resolve negative debt to income ratio.

■ Met or exceeded all performance guidelines.


Garinger High School {August 1994-June 1997}



Decision making; analytical problem resolution, strong oral and written communication skills, financial counseling, risk management, customer service, negotiation, effective listening skills, best practices of delivering positive feedback, data entry, record keeping, coordination and correspondence.

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Available Upon Request

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