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Customer Service Representative

Raleigh, North Carolina, United States
March 25, 2019

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Ronnie Dixon

**** ******* ***** ***

Apt.# ***

Raleigh, NC 27613 - 919-***-****


Delinquency Management Late Stage Specialist, & Subject Matter Expert

IBM Seterus - RTP, NC-March 2013 to Present


Assist Team Lead in management role in mortgage solutions

Assit with escalations, time management, coaching agents with feedback to better serve customers of IBM Seterus

Handle inbound and outbound calls to proactively collaborate with delinquent customers, third parties, and attorneys to initiate collections, retention or liquidation remedies.

Document all customer, third parties, and attorneys contact in accordance with established procedures.

Complete a root cause interview, and analysis during customer contact to determine their best ability to pay, and understand their financial situation.

Meet call center performance metrics as set by his/her Team Lead to partner with team members and leadership to achieve business objectives and goals, assist team lead performance achievement.

Make recommendations to manager to simplify customer, agent experience, to improve our delivery and first call resolution timelines.

Give coaching feedback, and call monitor, to assist agents with their goals, and improve customer, and agent call experiences.

Delinquency Management Late Stage Interim Team Lead

IBM Seterus - RTP, NC-April 2017 to June 2017

Manage agents in the process of collections, and customer service for late stage collections

Report to AVP with coaching and feedback from agent monitoring, and training

Complete time and report per AVP request

Help team perform up to monthly goals for quality assurance, and production.

Borrow Outreach Specialist, & Human Resources Service Center Specialist(with AppleOne Staffing)

Genworth Financial - Raleigh, NC-December 2010 to February 2013

Take outbound calls dial by automatic dialer system to borrowers needing assistance with mortgage

Assist borrowers with lost/mitigation needs, in a mortgage collection environment

Assist borrowers with inbound calls about possible mortgage loan modifications

(Wells Fargo)Human Resources Service Center Specialist

Wells Fargo - Raleigh, NC-August 2011 to December 2012

Answer calls from team members calling with benefit information during open enrollment period

Advance acknowledgement in PeopleSoft

Assist employees with their short and long-term leave and disability coverage.

Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner

Follow up on outstanding issues to ensure resolution

Customer Service Representative/Supervisor

Convergy's - Greenville, NC-April 2000 to July 2007

Worked for multiple clients in an out-source call center, various projects such as: AT&T(Supervisor),Express Scripts

Pharmacy Helpdesk, Pharmacy Care Alliance, and Medicare Member’s service which I was also supervisor for 2 years.

Answer calls from team members calling with benefit information



Greene Central High School - Snow Hill, NC

1992 to 1995

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