Customer Service Quality Assurance
Resume:
STACY R. COVINGTON
Greater Atlanta Area
********@*****.***
Career Objective:
• Obtain a position to utilize my Leadership, Effective Team building, and Organizational skills.
Summary of Qualifications:
• Strong ability to produce results within a team environment and independently.
• Immense communication skills both verbally and written.
• Great at handling multiple task and projects simultaneously.
• Excellent team builder and leadership qualities that ensure fast and accurate decision-making.
Education:
• Kendall College, Bachelor Degree in Early Childhood Education
• Currently pursuing MBA in Business Management, Kaplan University
Technical Skills:
• Microsoft Office Suite
• JD Edwards
• PeopleSoft
Work Experience:
Genuine Auto Parts, Commercial Collections Representative, July 2012-Present:
• Responsible for effectively managing the collection activities of approximately charge
account customers in order to maintain collection percentages, over 90 day balances and
bad debt levels as required by the company.
• Up to date training on FDCPA, FTC, and CFPB guidelines.
• Take incoming calls from customers and answer questions regarding his/her accounts
Annotate accounts in inter-company collection systems to document all interactions with
the customer. Minimize losses by referring bad debt accounts for final collection efforts
to Collection Supervisor in a timely manner.
• Submit all qualifying accounts for yearly bad debt write off to supervisor for approval.
Interact with GPC field personnel as required utilizing excellent verbal and written
communication skills
Fax/mail customer invoice copy requests as required. Provide quality, professional and
Prompt customer service to all internal and external customers.
Maintain effective work related communication with all team members in AR Center.
Crème de la Crème, Lead Teacher, Sept. 2008-Nov. 2012:
• Responsibilities include creation of daily/weekly lesson plans geared towards the development
and enrichment of early childhood learning.
• Review the quality of teachers’ daily charts and provide positive feedback.
• Ensure quality assurance/safety throughout the school.
• Delegate cleaning responsibilities and overseeing the cleaning and care of rooms in my area.
• Observe and assess each child on a weekly basis to design a learning plan specifically geared
towards the development of that child.
• Train new team members on all Crème de la Crème policies and procedures
• Actively participate in all mandatory meetings and help disseminate information shared at those
meetings.
BellSouth Telecommunications, Collection Specialist/Team Lead, Oct 1993-Feb 2007:
• Handle incoming telephone contacts with residential and business customers in pursuit of
Collecting company revenue.
• Resolving credit discrepancies, facilitating payment arrangement negotiations, and extension of
Credit.
• Handle Billing Inquiries and Complaints and take necessary action using an on-line system on
delinquent accounts including restoral of services, denials and disconnect of service.
• Advanced as Closed Treatment Representative and Subscription Fraud Representative.
• Relieving Assistant Manager and Conducting Team Meeting’s
• Trained and Coached new hires employees and FDCPA covered guidelines.
• Handled and referred accounts to outside collection agencies.
Contact this candidate