Customer Service Manager

Danisha White

**** * ***** ** #****, North Las Vegas, NV 89032

702-***-**** ************@*****.***

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Reliable Agent who is self-motivated, independent, and persuasive. One who

listens attentively to provide exceptional customer service by

understanding situations objectively and providing workable solutions to

financial issues; demonstrates record of exceeding goals, explaining

complex information in understandable terms, and providing accurate

information. Adaptable and enthusiastic professional with a strong sense of

responsibility and dedication while being able to communicate effectively

while learning new skills and concepts quickly.

Professional Experience

Credit One Bank

June 2013- Dec 2013

Collector

Responsible for assisting card holders with their accounts and providing

different payment options to keep their credit account current while

updating and verifying card holder information to make sure it is accurate.

Maintaining above average performance month over month with goals and

expectations.

Frontier Financial Group

Jan 2013- June 2013

Collector

Responsible for assisting clients with 3rd party defaulted lines of

credit. Working with the immediate manager to come up with new ways and

times for the best success in collecting on accounts. Skip tracing clients

to help them negotiate settlements or other forms of repayment methods.

Some light clerical duties.

Golden Gate Hotel and Casino

Mar 2012- Dec 2012

Front Desk Clerk

Responsible for entering and correcting hotel reservations through LMS

systems, while up selling guests to more immaculate rooms. Showing

exceptional customer service and building rapport with guests in situations

where either the customer is satisfied or dissatisfied. Clerical duties:

faxing, copying, answering multi-line phone Checking guests in and out in a

precise fashion. Train new employees on how to effectively communicate with

guests and the LMS systems.

CitiFinancial

Feb 2011- February 2012

Loss Mitigation Specialist II

Responsible for assisting clients with exceptional customer service and

educating them on multiple programs with personal loans while staying in

compliance while meeting administrative deadlines by using time management

and still maintaining inbound/outbound calls. Responsible for reviewing

accounts to make sure that they are compliant when it comes to

bankruptcies, repossessions and accounts that are subject to the

magistrate. Working closely with the district manager to create new

incentives and modules to train new employees. Interpreting policies while

reviewing and accepting new applicants for credit. Responsible for holding

weekly meetings covering delinquency coaching and expectations for curing

accounts. Preparing the daily syllabus for goals that need to be met.

Providing guidance and training to other team members. Responsible for

acting as a legal liaison between CitiFinancial and legal departments.

Sallie Mae

October 2008- February 2011

Account Manager

Responsible for assisting clients with exceptional customer service and

educating them on multiple programs with private student loans. Responsible

for meeting administrative deadlines while still maintaining inbound/

outbound calls. Managing monthly portfolios of 6 million dollars on average

while still providing guidance and training to other team members. Skip

Tracing: Accurint, Fast Data, Insight, Innovis, LinkedIn

Fredericks of Hollywood

November 2007- April 2008

Assistant Sales Manager

Responsible for opening and closing the store. Being able to provide

exceptional customer service to the clients by assisting with fittings and

up selling while still being responsible for scheduling team member shifts,

making sure inventory is accounted for and responsible for risk management.

Maintained a success rate of 1% for loss prevention. Delivered new hire

and ongoing training to ensure the success of sales.

Education

College of Southern Nevada

August 2008- April 2010

Major: Psychology

Skills

MS Word MS Excel

MS PowerPoint MS Outlook

Call Center Operations Training

Debt Recovery Escalations

Inbound/Outbound Calls Negotiation

Credit Loss Prevention Account Update

Customer Contact/Interaction Flexible

Dependable Excellent Oral Skills

Excellent Telephone Presence Payment Options

Multi-tasking 70 WPM

References

Marsha Bramlett 702-***-****

Mentor Years Known: 7

Armando Seulveda 702-***-****

Previous Co-Worker Years Known: 6

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