To obtain a career within a reputable company that will challenge me and allow me to use my skills and past experiences in a way that is mutually beneficial to both myself and my employer and allow for future growth and advancement.
GEORGIA HIGHLANDS COLLEGE 2017 – CURRENTLY ENROLLED MAJORING IN PSYCHOLOGY
GED 2000 NORTH METRO TECHNICAL COLLEGE
Skills & Abilities
I have worked in an inbound and outbound call center as a collector for consumer credit cards through all stages of delinquency. Proficient in collections, customer service, and other loss mitigation and recovery activities. Navigated a computerized data entry system and other relevant applications while staying within regulatory and compliance guidelines. I have excellent common sense, judgement, and decision-making abilities, excellent interpersonal and analytical skills. Goal oriented and results driven. I have customer service experience. I have excellent data entry and 10 key skills. I have well developed skills in prioritizing, organization, decision making, time management, and verbal/written communication skills. I have strong phone and verbal communication skills with active listening. I am proficient in Microsoft Word, Excel, and PowerPoint.
Excellent written and verbal communication skills.
Excellent data entry and 10 key skills
Confident, articulate, and professional speaking abilities (and experience)
Empathic listener and persuasive speaker.
Excellent presentation and negotiation skills.
Remains calm in stressful situations
Problem solving skills
Combine patience, determination, and persistence to troubleshoot and resolve customer issues.
Dynamic, results-oriented problem solver.
Handling complaints from customers in a professional manner.
Skilled at evaluation options and generating solutions that are best for the customer as well as the company.
Teamwork/team player skills
Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at all times
Thrives in a team environment and works well with others
Enjoys working as a team member as well as independently
FRAUD ANALYST BANK OF AMERICA 10/2015 – 03/2016
Answered inbound phone calls and assisted customers in the debit card department, screening for and reporting fraud or assisting customers with card issues.
QUALITY REVIEW TEAM BANK OF AMERICA 01/2012 – 10/2015
Listened to collection phone calls and made sure associates followed federal guidelines when making collection calls. Performed call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level.
COLLECTIONS ASSOCIATE BANK OF AMERICA 12/2007 – 01/2012
Worked inbound and outbound calls to customers that were delinquent on their consumer credit card accounts and customers that were delinquent on small business credit card accounts. Worked through each stage of delinquency and spent much of my time in the charge-off unit. collections, customer servicing, and other loss mitigation and recovery activities. Contacted delinquent customers to secure payment and determine reason for delinquency on active or inactive credit card accounts. In the charge-off area, worked with customers to establish full balance repayment plans or settlements. Works an established list of accounts on an automated collections system and/or auto-dialer. Resolved routine billing inquiries and negotiate payment arrangements to cure delinquent accounts. Educated customers on account terms and alternate payment programs and methods. Navigated a computerized data entry system and other relevant applications while staying within regulatory and compliance guidelines within Collections.