Customer Service Quality Assurance
Resume:
Katrina Clark
Saint Louis, MO 63114
*********@*****.***
PROFILE
10+ years of success in the customer service industry working with financial companies including
CitiMortgage and Convergys
Results include:
• Collected over $1 million per month on past due mortgage accounts which significantly
decreased the companies accounts receivables at month’s end
• Managed over 100 past due accounts daily
• Received 30 inbound calls/hr and placed 50 outbound calls/hr
EDUCATION
University of Missouri- Saint Louis January 1999
Bachelor of Science
Business Administration with Emphasis in Management and Organizational Behavior
EXPERIENCE
Convergys July 2010-July 2013
Customer Account Executive
• Answered inbound calls from customers regarding cable, phone, internet, home security and
billing issues
• Explained the customer’s statement to them
• Fixed customer’s service issues by sending series of signals to equipment
• Answered inbound calls from customers wanting to cancel their wireless service
• Persuaded customers to stay with the company by pointing out the benefits to staying
Citigroup June 2001-October2008
Loss Mitigation Specialist
• Collected faxes and letters that customers sent in requesting a workout plan on mortgage
• Reviewed the information and determined the correct plan according to their financial situation
• Assigned files to the correct representation according to predetermined criteria
Collection Specialist
• Collected money on secured and unsecured loans and lines of credit
• Handled customers inquiries and complaints in a polite and courteous manner
• Investigated and solved customer’s problems related to payment issues
• Answered inbound and made outbound calls to collect on past due payments using automated
dialer system and manually calling customer
GC Services September 1999-June 2001
Quality Assurance Specialist
• Listened to and gave feedback to employees regarding their performance
• Conducted training classes
Customer Financial Professional
• Made outbound calls to customers to collect on past due accounts using automated dialer system
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