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Customer Service Representative

Wilmington, Delaware, United States
April 15, 2018

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Tina M Reynolds

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

Wilmington, DE 19805

302-***-**** (H)



To obtain a professional career that allows me to use my knowledge and experience in call center, customer relations, and office administration.


Bank of America January 2017 to Present


•Inbound and outbound calls on 5-60 day late accounts.

•Set up payment arrangements on accounts.

•Obtain financial assessment on accounts.

•Negotiate Settlements.

•Take payments on accounts with checking account and debit cards.

Bank of America March 2016 to January 2017

Recovery Unit

•Inbound and outbound calls on charged off credit card accounts.

•Negotiate settlements.

•Skip trace on contact accounts as necessary.

•Systems include – Lexis Nexis, Accurint, and Fast Data.

•Identify fraud accounts.

Minute Loan Center September 2014 to March 2016

Customer Service Representative New Castle, Delaware

• Provide excellent and consistent customer service through issuing loans and other products within company guidelines.

• Uphold current knowledge to allow proficiency though cross selling products based on customer’s needs.

• Ensure verification of all required documents based on company requirements to verify repayment of borrowed funds.

• Act as company liaison by accepting loan payments and issue receipts.

• Interpreted, applied and explained applicable policies and procedures in order to ensure with company regulations.

• Guarantee customer satisfaction, including follow up on and resolve customer complaints and comments.

• Handle day to day office operations, including administrative functions such as banking transactions, accurate data entry and filing, answer phones and maintain office supplies.

Bernard Personnel Consultants August 2012 to November 2012

Customer Service Representative Wilmington, Delaware

• Provide excellent customer service by answering high volumes of incoming calls in a call center environment

• Analyze customer’s criteria for loan qualification

• Process customer’s loan, once approved

• Process customer’s transactions via bank account, Western Union and Money Gram

• Verify customer’s employment

• Verify with bank representatives correct account information

• Apply customer’s payments

Airport News and Tobacco March 2011 to December 2011

Customer Service Clerk New Castle, Delaware

• Provides excellent customer service to high volumes of customers.

• Processes large volumes of cash transactions.

• Operate lottery machine accurately and in a timely manner.

• Document and account for all news sold.

• Answer incoming calls and gives quotes to customers.

• Maintains stock and inventory.

• Balances registers at the end of shift.

• Close and lock up store.

Nationwide Financial November 1998 to August 2009

Senior Financial Services Representative Newark, Delaware

• Process new account applications while adhering to internal and external regulations.

• Responsible for inquiries regarding all Nationwide Life and Annuity products, includes policy loans, withdrawals, surrenders, dividends, money transfers, 1035 exchanges and tax implications.

• Mentor new and existing associates in job functions, insuring mastery.

• Manage team suspense account and assist associates in correcting errors.

• Maintain a high level of professionalism while conducting business with both internal and external customers in a high volume call center environment.

• Create strong working relationships with agency office staff and agents.

• Build strong interpersonal and professional relationships with associates throughout Nationwide Financial.

• Consistently exceeds departmental performance standards for both production and quality.

Associates National Bank November 1996 to November 1998

Credit Analyst Wilmington, Delaware

• Provide quality service to internal and external customers through undertaking risk assessment analysis of various types of bank credit cards while interacting closely with Chief Credit Officer.

• Assess the credit worthiness of new and existing customers.

• Analyze financial information for customers and their personal tax returns.

• Pull and review all types of credit bureau.

• Help with understanding and the findings of fraud cases.

• Train new employees and mentor them in their job functions.

• Stay informed about the legal, compliance and market-risk related issues involved in the approval of credit.


Delaware Technical Community College Wilmington, Delaware

Major: Business Management 1990 - 1992


• Team representative in the process improvement meetings

• LOMA Life, Annuity and Health Insurance Part I (November 2003)

• Achieving Extraordinary Customer Relations

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