Customer Service Sales

EXPERIENCE

As a retail banker, I greeted customers in order to initiate a

conversation. This allowed me to effectively uncover their needs and refer them to the appropriate business partners to meet their personal and financial needs. This satisfied both the center's referral and sales goals. I established rapport with every customer, which allowed me to successfully process the customer's transactions. I handled large sums of money on a daily basis. I personally maintained a balancing record, sought out errors and corrected said errors. I assisted Retail Banker

Fifth Third Bank

Garfield Heights, Ohio

July-2009 - January-2010

I verified customers' accounts in order to help them manage their accounts. This included: explaining fees, interest rates and payment allocation. I helped establish a stronger business relationship with customers by successfully completing balance transfers, direct deposits, and helping customers open companion cards. In addition, I helped retain relationships with customers, by providing them product changes in order to help increase usage of bank products, allotting interest rate reductions, and waived annual fees in lieu of closing their account with the bank.

Customer Marketing Asociate

Bank of America

Beachwood, Ohio

March-2010 - October-2010

As a collection's associate, I process daily payments; go over budget and payment for customers to become current. Through usage of approved company resources I locate and monitor overdue accounts. Maintain thorough records and financial status information via FEX.

Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales /credit contacts. Advise customers of necessary actions and strategies for debt repayment. Perform various administrative functions for assigned accounts, such as recording address changes and maintain current critical contract and credit information on debtors. Arrange debt repayment or establish repayment schedules, based on customers’ financial situations as necessary. Maintain stated goals as set forth by Operations Manager on delinquency thresholds and loan loss rates (charge-off goals)

Collection's Associate

LGM Auto Finance

Independence, Ohio

June-2018 - Currently

OBJECTIVE

Senior Customer Service Associate, with more than ten years experience with both consumer and business accounts. Proven marketing, collections, and sales expertise. LaFaye D. Belcher

Phone 216-***-****

4923 East 94th Street, Garfield

Heights, Ohio 44125

Address

Email **************@*******.***

Inside Sales Associate

As a F.D.C.P.A compliant collections associate, I was responsible for the end to end strategic resolution of customer disputes and other requests related to the collection of accounts receivable. I made primary contact for sales team members within an assigned region to resolve billing, receivable, or related service issues. I proficiently used collection tools in order to locate customers. I recorded customer’s information using Oracle Advanced Collections software.

I was responsible for processing and logging customer payments, refunds and credits within assigned offices. I worked with Finance partners to recommend and process the final disposition of invoices in dispute. I provided outstanding customer and sales support for the following processes: invoice copies, document requests, tax exempt status, bankruptcy notifications, and other research requests. I was responsible for inbound and outbound calls, customer’s mail, and email activity related to collection disputes. My primary responsibility was for inbound call inquiries from external and internal customers,

Collections Associate

Dun & Bradstreet

Brecksville, Ohio

December-2002 - December-2005

As a F.D.C.P.A. compliant collections associate, I reviewed notes from previous contact, analyzied payment possibilities, and verified length of time accounts had been in-house. I utilized problem solving skills and out of the box strategies to secure repayment. I contacted defaulted consumers by phone and collected the balance owed. After I processed the defaulted payment, the details of the calls were documented. Collections Associate

National Entrerprise Systems

Solon, Ohio

December-2005 - October-2006

As an F.D.C.P.A. compliant collections associate, I handled both commercial and consumer accounts. I used skip tracing software to locate debtor's regarding delinquent accounts. Collection calls were placed through a dialer system which distributed hundreds of calls per day. Upon successful contact, I advised the debtor about the delinquent account. I would thoroughly review the terms of sale, service, or credit contract. I advised customers on the necessary actions and strategies necessary to repay their debt. I successfully processed the debtor's payment and logged the details of the call for our client's reference. During my tenure, I helped train new hires. New collectors would spend portions of the work day shadowing my work day. These shadowing sessions would include step by step explanations of the system(s), listening in on my active calls, and observing payment processing. At certain points during the shadowing sessions the new collector would be allowed to take a supervised call. During this time I would listen in and suggest talking points and help the new hire collect on the account. Collection's Associate

Joseph, Mann & Creed

Shaker Heights, Ohio

October-2006 - September-2008

customers with any arising issues in a professional manner. I seamlessly directed complex issues to the management staff through the proper chain of command.

EDUCATION

Adanced placement/College Prep.

Diploma

James Ford Rhodes High School

Cleveland, Ohio

2000

Associate of Applied Business, In

Human Resource Management/General

Business

Lakeland Community College

Kirtland, Ohio

2015

As Inside Sales Associate, I would manually place warm calls to customers in order to determine their eligibility for auto and home equity loans. I set. up appointments for loan officers.I provided potential customers with the benefits of working with our clients as opposed to other companies. I gave specific details regarding the seamless transition of the process. Once a potential customer verbally committed that they would work with our client, I transferred their call to the appropriate department.

Inside Sales Associate

Active Response Marketing

Lakewood, Ohio

January-2001 - May-2001

As an inbound customer service associate, I would make cold calls through a dialer system that generated over one hundred calls, in order to up sell newspaper subscriptions. Our client base involved a wide range of newspaper companies

throughout United States. I was able to successfully meet weekly quota through my tenure at the company.

Inside Sales Associate

West Park Direct

Lakewood, Ohio

May-2001 - May-2002

As an inbound customer service associate, successfully sold diverse products including BMG Music subscriptions, women's health magazines, and Pitney Bowes products.I made cold calls through a dialer system which generated over one hundred calls, in order to set up potential customers with Directv service. I delivered superior customer service by effectively communicating the available packages. I provided accurate product information. As a result of establishing good rapport, I successfully identified potential customers’ needs in order to better guide their selection of the package and or line of services that best met their needs. In addition, I renewed magazine subscriptions with existing customers with various clients in order to meet monthly sales goals. I offered appropriate upgrade offers when necessary and served as a knowledgeable resource. I contacted potential business customers in order to up sell Pitney Bowes products. I either met or exceeded all monthly key performance standards, and delivered exception reliability and adherence to work schedules.

Inside Sales Associate

Power Direct

Cleveland, Ohio

August-2002 - September-2003

SKILLS

Natural knack for establishing rapport., Conflict resolution., Effective negotiatiing., Payment procesing., Clear communication., Tenacious., Time management., Confidentiality., Patience., Attention to detail. Fair Debt Collection Practices Act

Training

Dun & Bradstreet

F.D.C.P.A. and The State of Ohio Debt Collection

law.

2003

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