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Customer Service Representative

Scranton, Pennsylvania, United States
August 17, 2018

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Erika Bailey

****-* **** **** *****

Melbourne, FL 32901

Phone: 570-***-****


Professional Summary

Responsible Collections Specialist looking for position with increased responsibility. Proficient in [Industry] products, compliance requirements and payment schedules. Accurate in processing payments and efficient in completing daily tasks in fast-paced environments.


Performance improvements

History research

Call center experience

Debtmaster proficiency

Payment processing

Financial reporting

Delinquent account management

Work History

December 2014 to August 2018

Commonwealth Financial Systems, Inc Dickson City, PA

Debt Recovery Specialist II

Copied, logged and scanned supporting documentation.

Implemented Debtmaster testing features to use on final product.

Developed new process for employee evaluation which resulted in marked performance improvements.

Achieved performance goals on a consistent basis.

Used skip tracing and other techniques to locate debtors.

Provided exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.

June 2012 to October 2014

Bank of America Scranton, PA

Customer Service Representative

Helped drive sales goals and achieve monthly quotas.

Dedicated to continuously improving sales abilities and product knowledge.

Executed in-season pricing strategies, including promotions and markdowns to reach financial targets of $100,000.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

January 2010 to December 2011

Travelocity Nanticoke, PA

Travel Consultant

Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.

Asked open-ended questions to better ascertain client needs and determine the best travel offerings.

Discussed benefits of and information regarding travel insurance with clients and ensured that they got the best rates.

December 2008 to June 2009

McDonald's Dunmore, PA

Crew Trainer

Received and processed payments via credit card and cash methods.

Greeted all customers with a smile and provided friendly service.

Maintained current knowledge of all team position requirements.

Taught new team members correct procedures for all areas of operations.


2009 Dunmore High School Dunmore, PA

High School Diploma

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