Customer Service Manager
Resume:
Sophia C. Grant
Contact
Tel : 704-***-****
e mail:**********@*******.***
Address
***** **** ***** ***** *** 812 Charlotte, NC 28273
Summary
Highly motivated career changer seeking to utilize my 11 years of customer service and collections skills.
I am a fast learner and enjoy teaching and spreading the knowledge. I have the people skills that are
relevant to this position and feel that the transition will be easily attainable. Dedicated to achieving and
surpassing the goals and standards while providing excellent customer service.
Education
North Carolina Agricultural and Technical State University Greensboro, NC
B.S., in Graphic Communications Systems 2006
2002, 2003: Academic Achievement Award
2006: Print Production Certificate & Web Development Certificate
Work Experience
Ace Motor Acceptance Corporation Matthews, NC
Account Manager 10/2012 Current
Contact customers ranging from 3 days past due to 59 days past due to resolve the delinquency on their loan.
Handle first payment default loans for the Retail Department
Generate Passtime/ GPS Codes as required
Set up and monitor automated dialer systems
Negotiate and follow up on settlements
Assist with any projects and tasks at hand
Handle customer transactions in office when necessary
Train employees on skip tracing and computer systems
Developed policies and procedures for Loan Plus GPS System
Creates training materials
Received Ownership Thinking Award for December 2012
Santander Consumer USA Fort Mill, SC
Mid Range Account Manager 9/2011 5/2012
Maintained a queue of an average of 120 accounts on a daily basis. Contacted customers to find a suitable
arrangement to satisfy the delinquency on their account.
Was in the Top 25% from March 2012 May 2012
Included using several different tactics such as, collecting the full amount due, using due date changes,
deferments, or modifications.
Santander Consumer USA Fort Mill, SC
Front End Account Manager 2/2011 8/2011
Worked accounts utilizing the automatic dialer system. This was a quick and efficient way to contact
customers to resolve the delinquency on the account. This ranged from current accounts to potential 60 day
past due accounts.
Was in the top 50% from March 2011 August 2011
Was a part of a new hire team that reached the top team in the site in March 2011 and August 2011
NCO Financial Systems Charlotte, NC
Debt Collector 9/2010 2/2011
Contacted customers regarding delinquent accounts that have recently been charged off with any given
creditor. Found the best payment options or settlement to get the account resolved to clear up the customer’s
credit and to give them a better piece of mind.
Wells Fargo Home Mortgage Fort Mill, SC
Retention Specialist 4/2010 8/2010
Contacted past due mortgage customers to assist in making payment arrangements and pre qualify for loan
modifications. These customers ranged from 2 days past due to 48 months in default.
GMAC Charlotte, NC
Loan & Loss Mitigation Collector III 10/2006 4/2010
Contacted customers regarding delinquent accounts from 45 120 days past due. Found the best way to assist
customers in resolving their accounts while maintaining a positive demeanor.
Quickly learned new software system. Designated as a Super User to provide assistance to fellow co
workers.
Able to provide one on one coaching to new associates based on management request.
Maintained a position on the Employee Council and still able to conclude my list of accounts.
Received incentive based on job performance.
Citi Cards McLeansville, NC
Asset Collector 12/2003 7/2006
Contacted Sears credit card customers who were delinquent on their payments and searched for phone
numbers, addresses and places of employment for the customers that we did not have that information for.
Held training classes amongst other associates upon management request.
Received 3 raises in the 3 years employed with the company.
Computer Skills
Microsoft Office, Lexis Nexis, ADP, Adobe PhotoShop, Fast Data, Credit Commander, EDSNET, SHAW,
MySupervisor
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