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Customer Service Representative

Fort Worth, Texas, United States
May 07, 2019

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Felicia R. Young

Objective An experienced professional with over a decade experience in quality assurance, program development, training experience, customer service and compliance regulation. Seeking a position in a firm where I can utilize my experience and make a positive impact on the organization.

Employment History

2017-Current GM FINANCIAL (formally AMERICREDIT) Arlington, TX

Account Services Dept.

Regulatory Processing Specialist II

•Certified by the Consumer Data Industry Association, which allows me to work directly with the 3 (three) major credit reporting bureaus/agencies regarding credit reporting to GMF’s customers for late payments received and modifying them for corrections.

•Was promoted to Regulatory Processing Specialist level II for demonstrating stellar performance and work ethic regarding credit dispute verifications while settling concerns or issues that were being disputed by the customer.

•Updated credit bureau reports and mailed out correspondence to the customer notifying of change.

•Received directives from AVP’s, Managers, and Team Leads through an email box that is set up to research and modify customers payment records with the three (3) major credit bureaus when a GMF error occurred, either through the dealers fault, the last/final bill was never received by customer, or identity fraud has occurred. Etc

2016-2017 GM FINANCIAL (formally AMERICREDIT) Arlington, TX

Account Services Dept.

Customer Fulfillment Specialist

•Assisted with sending out billing statements and welcome letters to new customers for retail and lease auto sales.

•Sent out 1099 C IRS tax documentation to various customers regarding their charged off accounts.

•Received request from customer service reps via email or phone acting on behalf of the customer to request any kind of correspondence letter, ex: payoff letter, zero balance letter, interest paid letter, detailed payment histories, copies of contracts, etc…

•Certified to verify, modify and/or delete credit disputes from customers’ accounts with regards to late or missed payments, deferments, and charge offs, account fraud, lease takeovers, repos, asset remarketing, etc…

•Sent inter-office mail to the correct department for processing ex: car payments, registration tags and stickers, license plates, change of address forms, copies of titles/liens, proof of insurance documents, etc…

•Verified payments, past due monies (parking tickets, toll fees, impound fees, etc.) and “wear and tear” plus mileage issues with GMF’s leased vehicles and made adjustments accordingly or was agreed upon by the lessee.

2010-2015 AT&T, Inc. Dallas, Texas

Corporate Real Estate

Senior Records Clerk (Bill Payment Group)

•Responsible for taking incoming calls from contractors.

•Reviewed and screened potential contractors to do business with AT&T and excelled at various job functions including but not limited to special projects assigned to me by the management team and the training of fellow employees on required job functions.

•Processed various invoices for services rendered by AT&T in the 50 state region

2006-2010 AT&T Inc.

Corporate Real Estate Dallas, Texas

Senior Records Clerk (Contract Administrator)

•Responsible for taking incoming calls from contractors and property managers.

•Reviewed and screened potential contractors to do business with AT&T.

•Identified customers’ needs and provided solutions to solve problems.

Communicated with contractors via phone, fax and email to initiate contract with


2000-2006 AT&T Inc. Ft. Worth, Texas

Local Service Center

Customer Service Representative

•Answered incoming service calls.

•Typed orders regarding the installation and cancellation of DSL services.

•Troubleshooting calls to other departments.

•Identified the customers’ needs and provided solutions to solve the issues. Responsible for introducing additional products and services to customers and increased revenue for the company and was responsible for the customer's satisfaction by following up with the customers with prior issues to ensure resolutions were made in a satisfied and timely manner


•Type 48-52 wpm.

•Excellent Data Entry Skills

•Excellent 10-key skills

•Excellent Customer Service Skills

•CDIA Certified (2017-2019)

•Experience Utilizing Microsoft Suite Applications

•Excellent Phone Etiquette and Interpersonal Skills

•Fast Learner and Dedicated Worker


• University of North Texas-1996-1998 (No Diploma Received)

•O. D. Wyatt High School-1992-1996 (Diploma Received)


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