Customer Service Representative

Al Amal Ali

Outstand Customer service agent

Charlotte, NC

**********@*****.*** - 980-***-****

WORK EXPERIENCE

NCO

Charlotte, NC - October 2008 to February 2011

• Responded to emails from customer concerning iTunes store support.

• Assist Customers through troubleshooting technical issues with iTunes connection issue, billing issue, music,

movie, audio book downloads, and account set up, and password reset

• Provide prompt resolution to customer inquiries by providing appropriate and accurate information.

• Accurately document and update records in required systems; track daily calls.

Office Clerk

Employment Security Commission - Charlotte, NC - June 2008 to August 2009

• Screen resume insuring personal meeting qualifications for job openings.

• Typed resumes and cover letters for veterans.

• Trained individuals how to us Microsoft office, internet, and email.

• Drafted and completed letters, flyers, and document for mailing to veterans. Assist veterans with job searches.

Collection Representative

Wells Fargo Home Mortgage - Fort Mill, SC - April 2007 to January 2008

• Made daily collection calls for past due mortgage accounts.

• Initiated payment arrangement for delinquent accounts 60-120dys past due.

• Provided back up for inbound collection calls.

• Provided assistance for foreclosure accounts to help customers keep their home.

Sr. Loan Servicing Specialist

Equifirst Corporation - Charlotte, NC - September 2006 to April 2007

• Made daily collection calls for past due mortgage accounts.

• Initiated payment arrangement for delinquent accounts 60-90dys past due.

• Managed daily incoming customer services calls.

• Provided Payoff Quotes and Verification of Mortgages.

• Researched complex customer issue for quick resolutions. Trained new associates on collection techniques

and processes

Sr. Customer Service Representative

G. E. Consumer Finance - Charlotte, NC - February 2004 to September 2006

• Handled escalated calls for Lowes credit card accounts, addressing issues with billing statements and

payments.

• Assisted less tenured representatives with complex service calls.

• Acted as mentor and trainer for new hires, transition from training to production floor.

Sales Consultant

SITEL Corp - Charlotte, NC - May 2002 to January 2004

• Facilitated the sale of General Motors On-star Subscriptions to cancel accounts for renewal.

• Provided excellent customer service while giving driving directions, making hotel, and restaurant

reservations.

• Served as the first point of contact for roadside assistance, emergency assistance, and remote vehicle

unlocks.

Youth and Family Service - Charlotte, NC - August 1999 to June 2001

• Monitored the status of foster home licensing/re-licensing. Entered and updated information.

• Managed all daily account activities and analyzed financial status and cash flow.

• Prepared & consolidated reports, maintained invoicing, and handled all accounts payable and receivable

systems.

• Collected data from social workers for statistic reports for the state. Tracked and maintained regional service

activity.

U. S. Navy - Port Hueneme, CA - July 1988 to May 1998

• Processed various pay documentation.

• Processed forms for officer and enlisted separation, re-enlistment and retirements.

• Accountable for maintenance and upkeep of military files and records

ADDITIONAL INFORMATION

Skills: Excellent customer services experience internal and external, work well with other and self motivator.

Type 35-40 wpm skilled in Microsoft office 98, 2000, xp, and vista. My skill level in Microsoft word, power point,

excel, access, and outlook are at an intermediate level. Skilled handle all fills and records, and all standard

office equipment.

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