Customer Service Sales
Resume:
JESSICA MCPHEE
Jacksonville, Fl. 32256
acbcuj@r.postjobfree.com
Objective
To acquire a position that would give me the opportunity to develop myself with a structurally
stable and upwardly mobile company while sharing skills and expertise to continuously gain
knowledge for other challenging upper positions.
Additional Skills
•
• Excellent written and oral • Strongly organized and detail
communications, negotiations, and orientated
•
problem solving skills Ability to adapt quickly
• Ability to work in a fast paced • HUD & FHA Certification
environment and meet goals
• T.C.P.A & S.C.R.A,
• Ability to work independently and in
• Strong leadership skills with
a team environment
Effective Time Management and
• Advanced knowledge in mortgage Developing critical leadership Skills
and Wells Fargo's compliance courses.
policies
• Developing Diversity Awareness,
• Knowledge of Microsoft Office,
Works, Outlook, Excel & Power
Point
EXPERIENCE Jacksonville, Florida 2/12-Present
Wells Fargo Bank
Collector 2
Responsible for clearing delinquency level’s 30-89 days as well as 90 days and up. Resolve
account reconciliation by analyzing and validating data. Ensure customers are knowledgeable of
account status/legal ramifications of accounts that remain in delinquent status, as well as
rebuilding and providing a memorable experience for all customers. Maintains and exceeds all
KPI’s. Meeting weekly/monthly goals and ranking in the top 10% of peers as well as advancing
every 6-8 months. Consistently on the Top dollar report and monthly stack ranker report.
Receiving awards for: Top Performer, Top Dollar collected, highest % TAD, loss mitigation, Quality
Assurance, RPC per hour and outstanding performance for customer excellence and shared
success award for excellent customer experience. Sharing best practices with fellow team
members in an effort to help them reach their goals and performing second talk off’s. Assisting
my supervisor and team lead with refresher training, and daily performance reports for the team
all while being self sufficient with effective time management skills. I was also in Jacksonville LID
program
Enhanced Recovery Company Jacksonville, Florida 11/10-2/12
Collection Representative
Responsible for handling 200-300 calls daily. Providing and explaining policies and procedures.
Minimizing financial loss by negotiating payment plans for debt. Exceeding monthly goals set by
management. All while providing the best experience possible and repairing relationship between
consumer and financial institutions. I received awards for the being a Top performer monthly.
Exceeding the monthly budgets and consistently receiving Top dollar collected awards. I was also
on a pre-legal project for Capital One and was also a top performer. I did side by sides with new
hires and helped coach call flows and negotiations. I also had to educate the customer on the
legal action that would take place by nonpayment. Pay close attention to the State laws and that
government laws that vary state by state.
ADT Security Services Jacksonville, Florida 4/09-10/10
Authorized Dealer Department
Responsible for 200 Inbound/Outbound calls for existing and non- existing customers. Setting
new sales lead appointments. Building account files. Provide excellent customer service.
Outbound Appointment Setter
Responsible for making 150-200 calls to non-existing customers setting appointments for new
sales leads and entering all information into system to building new account correctly.
Evergreen Sales & Marketing Jacksonville, Florida 2/06-1/09
Sales Associate
Handling between 250/500 calls daily on dialer system. Selling bundle package deals for high
speed Internet, phone and digital cable services. Put all information in to system. I also would
help train new hires by explaining the systems and how to handle calls with customers correctly
including rebuttal training, negotiations and urgency. Exceeded monthly goals and received
awards for accomplishing Top sales performer as well as Team member of the month.
Education
F.S.C.J Jacksonville, Florida 1/08
G.E.D
Everest University Jacksonville, Florida 11/10
E.F.D.A
Expanded Function Dental Assistant
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