Customer Service Sales

Tommy Richard

*** ******* ***** ***** ******, OH 44121 Home: 216-***-**** Cell: 216-***-**** ***************@*****.***

Experienced professional with excellent customer and task management skills. Action-oriented with strong ability to communicate effectively with business audiences and the general public.

Twenty-one years of professional experience, eight with the federal government and thirteen in the banking industry

Professional Profile

Qualifications

Relevant Experience

Experience

Demonstrated ability to work alone and as part of a team

Conducted face-to-face, phone, and online interviews with members of the general public.

Researched both public databases and private financial records to verify data in compliance with government and/or private sector guidelines.

Developed comprehensive reports used to gauge potential security issues, employment suitability, social security benefits and mortgage refinance procedures.

October 2012 to February 2013

Bank of America Beachwood, OH Home Services Specialist II Administered refinance process procedures on existing mortgages with customers and third party agencies.Procedures included: Reviewed loan file and new application, conducted welcome call with applicant of the loan, determined whether third party services needed for subordination and appraisal verification of payoff on property, maintained kept informed routines with applicants through telecommunication and online methods, reviewed applicant and third party documentation, completed credit conditions for final review, sent approval letter, and administered final approval loan process with applicant.

October 2010 to October 2012

Bank of America Beachwood, OH Senior Collector II Collected funds for credit cards accounts that were delinquent from 30 days to 150 days. Utilized outbound telecommunication/online methods (skip tracing techniques) to locate, inform, and develop with customers financial program options (reduced payment plans and negotiated account settlements) to resolve financial issues. Accurately made inputs and documented actions within the collection systems while maintaining bank performance and productivity standards. Served as Coordinator of Team contests, Coordinator of Team Desktop Security, and Mentor to new associates. Earned several commendations for providing superior customer service.

Bank March 2000 to

of America October 2010

Beachwood, OH Account Manager III Resolved customer credit card product issues: fee/rate adjustments, purchase disputes, and product features. Administered inbound customer service functions through telecommunication and online efforts. Adhered to bank policies and procedures, as excellent customer service skills were demonstrated during received inbound calls from customers. Offered to customers various credit card and other bank features which resulted in achieving product sales goals. Served as Coordinator of Team contests, Coordinator of Team Desktop Security, and Mentor to new associates. Received Performance Awards for outstanding product sales. Earned Top Performer of the Year Award in 2000.

February 1994 to August 1999

Social Security Administration Akron, OH Social Insurance Specialist Conducted personal interviews with applicants to determine eligibility for Social Security Disability Income (SSI) benefits. Provided applicants with a thorough understanding of SSI program guidelines concerning eligibility. Discussed with applicants the purpose of annual reviews for continued eligibility. Developed and processed income/asset verification.Served as claims advocate for applicants in the appeals process when benefit claims were denied. Re-interviewed recipients of benefits for disability reviews and income/asset verification to meet program guidelines.

March 1991 to February 1994

U. S. Office of Personnel Management Detroit, MI Investigator Investigated the suitability, reliability, and qualification of applicants for federal positions. Researched records to obtain or verify data and conducted personal interviews with individuals. Developed automated reports of findings on which suitability and security decisions were made. Regularly volunteered for out of state temporary assignments. Special projects included the following: Served as a member of the 1992 through 1994 Detroit Federal Investigations Division Quality Council,Team Leader for completion of Disk Operation System (DOS) training program through the National Independent Study Center, Canvasser of the 1992 and 1993 U.S. Savings Bond Campaigns, Coordinator of the 1992 and 1993 Combined Federal Campaigns, and Speaker to the Detroit Federal community to honor Black History Month of 1993.

Bowling Green State University Bowling Green, OH, United States Public Administration Master of Arts Grambling State University Grambling, LA, United States Public Administration Bachelor of Arts

Member, Bowling Green State University Alumni Association and member, Grambling State University Alumni Association.

Education

Affiliations

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