Customer Service Representative
Resume:
Erica M. Hicks
**** ****** ***., *******, ** ****2 *******.*****@*****.*** 469-***-****
Personal Profile
o Well-rounded in both Customer Service and Office Administration
o Dedicated to providing great customer experience and exceeding
collection goals
o Dedicated to solving customer issues; solutions that are company
compliant and customer friendly.
o Detailed-oriented, responsible, and relentless on meeting
deadlines.
o Operate general office equipment, MS Word, Internet, numeric data
entry, and type 55+ wpm
Education
Oakland Community College - Royal Oak, MI
Associates of Applied Science in Business Administration, January 2012 -
Present
Experience
Credit Acceptance Corporation, Southfield, MI
October 2011 - Present
Senior Lead Collections Representative
o Retrieve payments made through Money Gram or Western Union
o Verify payment information and collecting payment over phone
o Mentor and provide assistance to new team members to master the
art of collection recovery
Collection Representative (January 2011 - October 2011)
o Answer customer inquiries and clearly communicate the need to
maintain a good payment history
o Provide superior customer service; distribute calls to
appropriate departments, as necessary
o Convey a sense of urgency while responding to customer needs
o Update customer contact information via phone or other means of
skip tracing
o Meet and exceed monthly collection goals
Miller, Canfield, Paddock & Stone via Manpower, Taylor, MI
February 2009 - June 2009
Legal Records Clerk
o Kept records and added new material to file, and created new
records as necessary.
o Performed general office duties such as typing, operating office
equipment, and sorting mail.
o Gathered and Tracked materials removed from files in order to
ensure that borrowed files are returned.
o Answered and retrieved information to court inquiries and other
governmental agencies.
Sort or classified information according to guidelines such as
content, purpose, user criteria, or chronological, alphabetical,
or numerical order.
Reliant Energy, Houston, TX
April 2007 - May 2008
Customer Account Specialist
o Answered 80-100 calls per shift with urgency and accuracy
o Enrolled current customers in company's energy campaigns
o Process payments via phone; verified amount and payment method
o Transferred balances from old to current accounts
o Initialized disputes regarding meter reads, meter test, and
other technical issues
Reliant Energy via Primary Services, Houston, TX
September 2006 - March 2007
Customer Care Representative
o Answered 80-100 calls per shift with urgency and accuracy
o Enrolled current customers to various company campaigns
o Enrolled new customers for new service, or switching from
previous energy provider
o Process payments via phone; verified amount and payment method
References
o Immediately available upon request
Contact this candidate