Desiree E. Frazier

**** ***** ***** ****, *******, Texas 77433

216-***-****) ac7fzn@r.postjobfree.com

SUMMARY

Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel customers and associates based on knowledge professionalism; and integrity: 20 years of experience committed to quality client service and high professional standards. Focusing on solutions-oriented with the ability to consistently exceed both client and management goals. Proven strengths in mediating mutually agreeable outcomes, combined with strategic business knowledge. Expert in streamlining processes, building long-term lucrative alliances.

EXPERIENCE

Credit First National Association Cleveland, OH 2011-2018

Recovery Specialist

Conferred with customers to determine reason for pass due accounts, resolve customer complaints, train new hires, answer heavy phone lines.

Asset Acceptance Parma, OH 2010 - 2010

Account Representative

Communicate with customers daily. Committing the assistance and support of others while maintaining a cheerful and helpful attitude. Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill. Build rapport and trust quickly with clients and colleagues. Complete knowledge of federal credit regulations. Researched accounts, answered questions, and worked with new customers. Answered inbound sales calls and assisted customers with catalog purchases, inquiries and pertinent information. Researched new and followed up on existing disputes and problems. Handled large call volume while maintaining accuracy.

Barnes Distribution Cleveland, OH 2009 - 2010

Credit & Collections Coordinator

Communicated with customers daily. Committed to the assistance and support of others while maintaining a cheerful and helpful attitude. Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill. Researched accounts, answered questions, and worked with new customers. Analyzed customer requirements for future products. Assisted customers with inquiries and provided all pertinent information. Analyzed problems and anticipate customer needs, responded to inbound customer inquiries regarding claim procedures. Recognized for outstanding and timely follow-up on data input. Researched new and followed up on existing disputes and problems. Identified problems and directed clients to proper advisors. Maintained and encouraged customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies.

• Assisted customers with inquiries and provided all pertinent information

• Researched accounts, answered questions, and worked with new customers

• Responded to inbound customer inquiries regarding claim procedures

• Recognized for outstanding and timely follow-up on data input

• Researched new and followed up on existing disputes and problems

• Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing alternatives to reconcile the customer's needs with the company's objectives

• Collected past due balances on 3rd party business accounts.

• Advised customers of suspended account status, requested dates for payment on delinquent accounts and updated customer information

• Analyzed purchase orders for payment

• Administered letters of credit, Negotiated payments

• Accurately processed and invoiced orders

• Resolved invoice disputes, by email or scanning invoices.

• Applied credits when needed.

Universal Syndication Inc Canton, OH 2006 - 2009

Customer Service Retention Specialist

Communicated with customers daily. Handled returns and exchanges of defective products for customers. Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude. Maintained and encouraged customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies. Processed general customer service requests. Solved customer complaints and assured satisfaction. Involved with all aspects of customer service and order entry including problem solving, train new hire on saving orders through product knowledge

GE Capital Canton, OH 1994 - 2006

Collection Coordinator

Conferred with customer by telephone to determine reasons for overdue payments, review terms of the sales, service or credit contracts.

• Persuaded customer to pay amounts due on credit accounts, damage claims, or non-payable checks, or returned merchandise.

• Arrange for repayment of debt, establish repayment schedules, based on the customer’s financial situation.

EDUCATION

B.S. 1981-1982

Durham Business - El Paso, Texas

Data Entry, Word Processing, 10 Key adding, Typing, Bookkeeping, Accounting.

H.S. 1977-1981

Andress High School - El Paso, Texas

ADDITIONAL SKILLS

• Customer Service, Filing, Bookkeeping, Accounting, 10 Key Adding Machine, Fax Machine, Copy Machine, Receptionist, Data Entry, Word, & Excel, Team lead trained new hires.

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