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Customer Service Representative

Wilmington, DE
November 09, 2018

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Rodney Bonnet

**** * *** **, **********, DE, ****5




Versatile Customer Services/Collections professional with experience in probate collections, student loans, and credit cards. Utilizes strong communication skills to develop positive and productive customer relationships.

Technical Skills: Microsoft Outlook, Powerpoint, Excel, and Word. Familiar with TSYS, FACS MBNAIS, Sharepoint.


Customer Service Representative 08/2016-Present

Placers Employment Agency/ PJ Fitzpatrick New Castle, DE

~Initiate communication with customers, inquiring about their home improvement


~Access the home improvement needs of each client

~Coordinate appointments based on the sales schedule

Collections Representative 02/2016-06/2016

Arrowhead Advance Claymont, DE

~Verify the delinquency of an account

~Communicate with the borrower the default

~Coordinate plan that will remediate the account

~Secure payment plans

Fraud Analyst 08/2015-02/2016 Aerotek/Bank of America Newark, DE

~Authenticate caller to insure identity.

~Educate the caller on the possible fraudulent activity regarding their credit card.

~Investigate account to better understand the cardholders spending patterns.

~Assess the fraudulent activity and compare to cardholders expense habits.

~Cancel fraudulent cards and reissue new cards.

Collector 10/2014 - 08/2015

Phillips and Cohen Associates Wilmington, DE

~Contact customers that have a charged off credit account (Auto loan, credit card)

~Educate on the past due balance

~Formulate the best solution for the account

~Coordinate payment to resolve the account

Operations Specialist 04/2014- 09/2014

Aerotek/Bank of America Newark, DE

~Analyze the various areas where we can assist the bank in curbing their expenses, focusing primary attentions to incorrect addresses. ~Address Quality Review

~Verify correct addresses based on company skip tracing tools and other services

~Correct inappropriate addresses

Probate Specialist 04/2012-04/2014

Simm Associates Newark, DE

~Assist banks providing student loans in recovering defaulted student loans due to a breach of the promissory note

.~Search for estate information by accessing probate court documents.

~Discuss validity of account with attorneys, Executors of Estate, and Personal Representatives.

~Review promissory notes and supporting documents proving that loans are due.

~Negotiate proper payment arrangement to satisfy outstanding loans.

~Process payment transactions.

~Document accounts to reflect interaction with individuals associates with file.

Recovery Specialist 11/2010-04/2012

Sallie Mae Newark, DE

~Assist Sallie Mae and other banks in recovering the charged off loans.

~Managed portfolios of charged off student loans prior to them being outsourced to outside agencies.

~Offer alternative repayment options to assist borrowers with outstanding debt.

~Negotiate settlements and company programs necessary to remedy defaulted accounts.

Collections Representative 01/2009-11/2010

Barclay Bank DE Newark, DE

~Educate cardholders regarding the status of their defaulted accounts.

~Coordinate repayment strategies for both US/UK accounts.

Program Manager 09/2008-01/2009

Horizon House Wilmington, DE

~Develop rehabilitation plans that fit clients' aptitudes, education levels, physical abilities, and career goals

~Maintain close contact with clients during job training and placements to resolve problems and evaluate placement adequacy

~Analyze information from interviews, educational and medical records, consultation with other professionals, and diagnostic evaluations to assess clients' abilities, needs, and eligibility for services

~Arrange for on-site job coaching or assistive devices, such as specially equipped wheelchairs, to help clients adapt to work or school environments

~Making Decisions and Solving Problems

~Resolving Conflicts and Negotiating with Others

Repayment Advisor 06/2008-09/2008

HSBC Bank DE New Castle

~ Inform clients of their outstanding Refund Anticipation Loans.

~Coordinate transactions to cure delinquency.

Behavior Therapist 01/2005-06/2008

Advoserv Bear, DE

~ Mentor at-risk adolescents.

~ Enforce Behavior Management Program.

~ Teach proper activities of daily living

~ Assist in the management of the Adult Program


Business Administration/ Associates in Arts 07/2001

Roxbury Community College Roxbury, MA

Criminal Justice/ Associates in Science 07/2001

Roxbury Community College Roxbury, MA

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