Customer Service Representative

Marietta, GA • Phone 404-***-**** • E mail ******.*********@*****.***

Nicole Thorogood

Objective:

Work experience

**/**** – 08/2014 Tungsten Atlanta, GA

Tier 1 Client Support (Contractor-Department of Veterans Affairs)

Assisted vendors, healthcare professionals, and billing agencies with

enrolling in e invoicing service.

Assisted website Users with creating invoices for delivery to the

Department of Veterans Affairs for payment.

Provided website helpdesk support via telephone, and compose

documentation with step by step instructions how to resolve the

problem via email.

Responded, tracked, and followed up to telephone, emails and user

requests for support.

06/2013 – 10/2013 Fair Collections & Outsourcing

Beltsville, MD

Account Manager/Customer Service Representative/Skip Tracer

Received calls from and initiated contact to account holders to discuss

repayment options for delinquent accounts, or prepare the account to be

disputed with each credit reporting agency.

Utilized various databases to perform skip tracing techniques in order

to locate debtors nationwide.

Accessed and analyzed credit bureau reports in order to determine

repayment capability, and by which method.

Accurately provided detailed documentation on each individual account

to reflect the conversation which took place during the phone call.

05/2012 – 5/2013 Portfolio Recovery Associates Norfolk, VA

Account Representative/Team Lead Collector

Worked more than 300 accounts per day ranging from 1 year to 20+

years delinquency.

Detailed oriented with strong problem solving, professional

communication, interpersonal, and teamwork skills.

Received payments and post amounts to debtors account(s) by way of

settlement, or an installment arrangement for the full balance.

Achieved greater than 100% of collectors’ goal since the first month of

employment.

08/2011 – 01/2012 Pollo Cabana Greenbelt, MD

Cashier/Waitress

Received orders and the respective cash from the customers.

Provided customer service, operated cash register, maintained a clean

work area, priced and organized merchandise.

Calculated total payments received during a time period to be

reconciled with total sales.

Performed a variety of task which required interaction with customers

and coworkers from diverse cultures and backgrounds.

12/2002 – 08/2006 Cardinal Health Norfolk, VA

Customer Service Representative

Contacted healthcare professionals to provide information on

upcoming, new, and current medications available for use by their

patients.

Coordinated dinner meetings, symposiums, and/or teleconferences for

pharmaceutical representatives and healthcare professionals.

Researched client issues and provided solutions which resulted in a

profitable outcome for the company.

Maintained client files for various programs, travel and hotel

accommodations, and tax information for honorarium purposes.

02/2002 – 05/2002 Consumer Portfolio Services Chesapeake, VA

Auto Loan Collector

Contacted loan holders regarding overdue accounts.

Established payment plans in order to bring delinquent accounts up to

date.

Forwarded customer inquires and/or concerns to management for

review, and contacted the customer in a timely manner with the

response.

Updated insurance information for insurance claims and records.

03/2001 – 01/2002 HSBC Chesapeake, VA

Retail Services Account Collector

Recorded financial changes of the debtor, and collection efforts on past

due accounts.

Maintained a successful turnover rate on overdue accounts.

Updated company records with current payment information.

Assisted callers in determining the correct department/person to be

transferred to for specific account issues.

08/1999 – 02/2001 Video Update Norfolk, VA

Shift Manager

Handled sales tracking and calculation of revenue, conducted inventory

on store merchandise and equipment.

Assisted manager in merchandise selection and presentation, and

business operations.

Supervised store operations.

Trained and supervised employees.

Education

09/1994 – 05/1998 Granby High School Norfolk, VA

General Diploma

05/2010 – Ongoing Northern Virginia Community College

A.S. Degree in Business Administration

Skills

Microsoft Office, Extensive Knowledge of Office/Administrative Duties

Contact this candidate